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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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
Alvaro G.
- Role: Operations
- Industry: Media
- Involvement: IT Leader or Manager
Submitted May 2022
Great tool for customer-service related businesses
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It's very easy to convert chat, email, and social media requests into tickets.
What is your favorite aspect of this product?
How easy it is to integrate requests into tickets, especially social media requests.
What do you dislike most about this product?
I often forget that I am reading a "live" tweet or "DM" because the changes are almost not visible unless you actively look for them. There should be a better way to differentiate what type of ticket we are looking at to avoid issues.
What recommendations would you give to someone considering this product?
Works great and has a plethora of features that will help you have control over every single aspect of the customer interaction.
Pros
- Reliable
- Efficient Service
- Effective Service
- Caring
Warren R.
- Role: Operations
- Industry: Telecommunications
- Involvement: End User of Application
Submitted Apr 2022
The Complete Customer Support Platform
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk is better than similar product because its customizable to suite your business needs and also it great reporting capabilities
What is your favorite aspect of this product?
I like that it is very user-friendly and is much easier to customize than other CMS tools on the market. I like that the dashboard integrates well with explorer. I like how it organizes both new and old tickets. I like that Zendesk allows me to manage all emails boxes, social media pages, and more on one platform makes it so much easier to manage and track.
What do you dislike most about this product?
There is nothing about Zendesk that I dislike
What recommendations would you give to someone considering this product?
If you are looking for a great CRM software for your business, I suggest you go with Zendesk
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Johan M.
- Role: Sales Marketing
- Industry: Banking
- Involvement: Business Leader or Manager
Submitted Mar 2022
Useful and flawless
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It is different because it provides a clear and easy-to-integrate infrastructure with applications and self-developed software, it is a tool which has never failed and provides excellent performance for different types of workloads such as e-mail.
What is your favorite aspect of this product?
What I like most about Zendesk is that for the operations team or CXP it is a very intuitive tool that allows you to sort tickets and cases proactively. The macros are an excellent help and save too much time for the operations team, the admin panel is very clear and intuitive.
What do you dislike most about this product?
I do not like that it can be very flat and does not allow you to add unzipped files or add a layer or a signature with more design, but just put the name of the agent, in branding issues would be important to add a little more design or layer options to not look so flat and boring. Anyway, being a bit minimalist, it helps to make it a tool within the reach of any team member and that can be connected and integrated with other apps and APIs without major problems.
What recommendations would you give to someone considering this product?
It is important to consider the integrations that Zendesk provides, since having a proper training will allow you to take advantage of the functionalities it offers, it is important to be able to organize the folders with a specific use so that the backlog is organized and can be easily managed, and in this way avoid confusion. It is a tool that can be adapted to one business or another in an exceptional way, it is a crucial investment.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Unique Features