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Zendesk

Zendesk for Service

Composite Score

8.2 /10

CX Score

8.4 /10

172 Reviews Write a Review

What is Zendesk for Service?

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.

Company Details

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Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

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1 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2024

1 Top Rated Capabilities

0 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

Zendesk for Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk for Service.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

1
Since last award

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+80 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk for Service?

3% Negative

15% Neutral

82% Positive

Pros

Reliable
Respectful
Acts with Integrity
Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Agent Scripting

Customer Service Workflow Management

Intelligent Search

Agent Collaboration

Multi Channel Support

Analytics and Reporting

Customer Community Management

Mobile Customer Care

Vendor Capability Ratings

Average 76

Ease of Implementation

Quality of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

Availability and Quality of Training

Also Featured in...

Knowledge Management

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View Zendesk for Service in this category (opens in a new tab)

IT Service Management - Midmarket

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View Zendesk for Service in this category (opens in a new tab)

Zendesk for Service Reviews

Sam O.

Role: Information Technology
Industry: Insurance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2023

Easy to configure

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Can convert email trails to tickets. This is particularly useful for keeping visibility when team members are on RDOs. Can integrate into other systems easily and has great APIs to build custom solutions.

What is your favorite aspect of this product?

Very easy to configure and get up and running. Agents love it and welcomed it on board very quicly. Very intuitive and feature rich. Great to integrate into into other systems as well as custom built APIs.

What do you dislike most about this product?

The reporting leaves a lot to be desired. It is costly to upgrade to a plan wth better reporting functionality.

What recommendations would you give to someone considering this product?

Implement it to replace shared mailboxes. It is well worth it. It is the modern approach to mailbox management.

Pros

Trustworthy
Efficient Service
Effective Service
Caring

Cons

Less Generous

Role: Operations
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Mar 2023

Great Product, intuitive and easy to use

Likeliness to Recommend

7 /10

Pros

Enables Productivity
Reliable
Performance Enhancing
Saves Time

Cons

Vendor's Interest First
Less Generous

Douglas S.

Role: Vendor Management
Industry: Gaming and Hospitality
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2023

Zendesk is omnipresent.

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

It's simplicity and presence in the market.

What is your favorite aspect of this product?

I love how it didn't take me very long to learn how to answer tickets, it all came very natural to me.

What do you dislike most about this product?

I guess the automations could be implemented a bit more easily, but that's nothing compared to the benefits it brings.

What recommendations would you give to someone considering this product?

If you want to provide customer support, this is it.

Pros

Continually Improving Product
Reliable
Enables Productivity
Inspires Innovation

Latest Research

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

83 Likeliness to Recommend

1 Since last award

92 Plan to Renew

1 Since last award

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love Zendesk for Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

Knowledge Management

IT Service Management - Midmarket

Zendesk for Service Reviews

Sam O.

Easy to configure

Likeliness to Recommend

Pros

Cons

Great Product, intuitive and easy to use

Likeliness to Recommend

Pros

Cons

Douglas S.

Zendesk is omnipresent.

Likeliness to Recommend

Pros

Title

1
Since last award

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Agent Scripting

Customer Service Workflow Management

Intelligent Search

Agent Collaboration

Multi Channel Support

Analytics and Reporting

Customer Community Management

Mobile Customer Care

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

Availability and Quality of Training