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Zendesk for Service Logo
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Zendesk

Zendesk for Service

Composite Score
8.2 /10
CX Score
8.4 /10
Category
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.

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

80

Customer Service Knowledge Management

79

Contact Center Integration

79

Agent Scripting

79

Customer Service Workflow Management

79

Intelligent Search

79

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Ease of Implementation

79

Quality of Features

79

Business Value Created

78

Ease of Data Integration

78

Ease of IT Administration

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

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

Sydney H.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jun 2022

A fantastic tool for customer-focused teams

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

We were able to reduce the number of customer service reps we needed to hire, which helped us save money, and the Zendesk Support Suite's Customer Community feature helped us get more involved with our customers and keep them as customers for the long haul. When it comes to building communities and sharing knowledge, Zendesk is unparalleled. It provides several preconfigured structures for classifying data.

What is your favorite aspect of this product?

It's cheaper than major alternatives like Khoros Communities, but it doesn't provide all of the functionality that our clients need right now, such as user rankings and gamification or the ability to easily adapt the platform's structure to meet their needs. Although it excels in communities with a modest number of users, it also has the potential to excel in those with a much larger user base.

What do you dislike most about this product?

The default behavior of combining tickets is to make the merged ticket a public comment. The consumer is likely to become confused after hearing this remark. In order to prevent sending a client a note that may be confusing or unneeded, the agent should uncheck the public comment boxes before completing the merging.

What recommendations would you give to someone considering this product?

You should use Zendesk if you need to manage external communication for a single or several teams. In a high-traffic, customer-centric setting, where automation and self-help articles play an important role in the success of the support staff, it's also a great fit.

Pros

  • Efficient Service
  • Saves Time
  • Transparent
  • Friendly Negotiation

Sarah J.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jun 2022

Zendesk helps us to focus on difficult issues

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

It was convenient that talks could be tracked down using ticket numbers, that they could be escalated to another agent, and that they could be shared on social media platforms like Instagram and Facebook. Small teams can manage hundreds of replies each day in the most efficient way possible thanks to Zendesk, which automates easy responses and frees up time for more difficult issues.

What is your favorite aspect of this product?

It's a full-featured customer service management platform with excellent agent training materials and engaging industry events for knowledge sharing and networking. Although there were a few hiccups and problems here and there, overall it was a pleasant experience.

What do you dislike most about this product?

The rare glitches we noticed were a turn-off for me. For example, there were instances when I had to utilize Instagram directly on their website rather than through Zendesk owing to faults in the connection, which did take some time to be fixed. I had to do this since Zendesk was having trouble communicating with Instagram.

What recommendations would you give to someone considering this product?

While utilizing it, I was able to categorize my clients' questions and build an interactive dashboard, which was useful for data analysis, when I was answering them. Batch editing tickets, linking situations such as outages to trouble tickets, and sorting out the many support difficulties that clients encounter are all highly practical.

Pros

  • Helps Innovate
  • Performance Enhancing
  • Enables Productivity
  • Effective Service
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