Latest Research


This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative
Or Call Us:
1-888-670-8889 (US/CAN) or
+1-519-432-3550 (International)
Zendesk for Service Logo
Zendesk for Service Logo
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


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

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

Filter By

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


{y}
{name}

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

Sarah H.

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

Submitted Jun 2022

Zendesk is a good helpdesk with many features

Likeliness to Recommend

8 /10

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

Alvaro G.

  • Role: Operations
  • Industry: Media
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2022

Great tool for customer-service related businesses

Likeliness to Recommend

10 /10

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
Validated Review
Verified Reviewer

Submitted Apr 2022

The Complete Customer Support Platform

Likeliness to Recommend

9 /10

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
Visit our Exponential IT Research Center
Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019