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.
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Real user data aggregated to summarize the product performance and customer experience.
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82 Likeliness to Recommend
92 Plan to Renew
1
Since last award
78 Satisfaction of Cost Relative to Value
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?
Pros
- Reliable
- Respectful
- Acts with Integrity
- Performance Enhancing
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Customer Service Knowledge Management
Contact Center Integration
Customer Service Workflow Management
Agent Scripting
Intelligent Search
Agent Collaboration
Multi Channel Support
Analytics and Reporting
Customer Community Management
Mobile Customer Care
Vendor Capability Ratings
Quality of Features
Ease of Implementation
Business Value Created
Ease of IT Administration
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Availability and Quality of Training
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Zendesk for Service Reviews
Sydney H.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jun 2022
A fantastic tool for customer-focused teams
Likeliness to Recommend
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
Submitted Jun 2022
Zendesk helps us to focus on difficult issues
Likeliness to Recommend
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
Sarah H.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jun 2022
Zendesk is a good helpdesk with many features
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.
What is your favorite aspect of this product?
We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.
What do you dislike most about this product?
Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.
What recommendations would you give to someone considering this product?
Many Customer Support options are available using this program. WordPress, Jira, and Salesforce all work seamlessly with it. Detailed reporting dashboards may be found on each page. As a whole, Zendesk is a fantastic helpdesk that can handle a large client base and keep track of issues and complaints while on the road.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Trustworthy