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Zendesk for Service
8.2 /10

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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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.

82 Likeliness to Recommend

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+79 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

80

Customer Service Knowledge Management

79

Contact Center Integration

79

Customer Service Workflow Management

78

Agent Scripting

78

Intelligent Search

78

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Quality of Features

79

Ease of Implementation

79

Business Value Created

78

Ease of IT Administration

78

Ease of Data Integration

78

Usability and Intuitiveness

77

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

Noime T.

  • Role: Consultant
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Sep 2022

Secure and looks professional with some caveat

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has the option to add templates and attached knowledge-based articles whereas normal communication app does not have the same option.

What is your favorite aspect of this product?

The fact that you can create a macro that auto-populates your email information and you just need to make little changes is such a lifesaver

What do you dislike most about this product?

It is quite convoluted to use so it takes a while for a new person to get used to this software. When I first started, I felt like zendesk would eat me alive. It has a learning curve. Also quite prone to error since there are a lot of things you must remember to ensure you endorse the work to the right people.

What recommendations would you give to someone considering this product?

It is widely used for most businesses and your email looks very professional and you can collaborate with your team but the downside is that it looks odd when you have a long thread communication with your customer since they have to scroll down to see the latest message so if they are not used to checking the very bottom of the email, they would get confused.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Trustworthy
  • Inspires Innovation

Amenda N.

  • Role: Human Resources
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Sep 2022

Zendesk is a perfect helping tool.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

The tool has been developed with users in mind having a clean interface for locating tickets additional accessible. Multiple integrations make it straightforward for our company to reach more shoppers depending on the channel they prefer to contact us, either through chat, emails, WhatsApp, or Facebook messenger; we have the flexibility to serve them from one tool

What is your favorite aspect of this product?

Effortless connectivity with support emails and phone numbers. Straightforward to assign tickets to the specific group of resolvers. It’s nice that for each brand, a guide can be created. Every shopper can have their help centers. Triggers and views are very helpful, it is not tough to set them up.

What do you dislike most about this product?

From the beginning, UI was confusing, it was a touch hard to look for the features. I want to have multiple shoppers and distinguish between them. I didn’t skills to do it, I used to be confused between organizations and brands. Brands are hidden in the admin center, Organizations are within the support center view.

What recommendations would you give to someone considering this product?

Smooth, simple interface—can simply switch between different options (email responses, reporting, live chat, etc). can start fairly quickly with only a little quantity of training. With the correct subscription tier, access to technical support is quick and efficient.

Pros

  • Performance Enhancing
  • Unique Features
  • Efficient Service
  • Inspires Innovation

Cons

  • Security Frustrates

Vic S.

  • Role: Operations
  • Industry: Retail
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2022

Good allround tool for customer service

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Stable and reliable tool with a lot of possibilities.

What is your favorite aspect of this product?

Does what it has to do: ticket management.

What do you dislike most about this product?

Requires quite some time and energy to get into the software as a new user.

What recommendations would you give to someone considering this product?

Make sure that you can get all the use out of this tool by investing the necessary time and energy.

Pros

  • Continually Improving Product
  • Respectful
  • Helps Innovate
  • Reliable
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