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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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
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?
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
Agent Scripting
Customer Service Workflow Management
Intelligent Search
Agent Collaboration
Multi Channel Support
Analytics and Reporting
Customer Community Management
Mobile Customer Care
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Business Value Created
Ease of Data Integration
Ease of IT Administration
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
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
victoria G.
- Role: Information Technology
- Industry: Not for Profit
- Involvement: IT Leader or Manager
Submitted Mar 2022
Easy to use, great for small/mid organisations.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Super easy to use and integrate. Also very cost effective.
What is your favorite aspect of this product?
Ease of integration and very user friendly.
What do you dislike most about this product?
Nothing at all, we moved to Salesforce due to a senior management decision.
What recommendations would you give to someone considering this product?
Yes, its easy to user and has a great range of features.
Pros
- Helps Innovate
- Effective Service
- Saves Time
- Respectful
Ardin M.
- Role: Information Technology
- Industry: Other
- Involvement: End User of Application
Submitted May 2022
Fantastic platform with great set of features
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The reporting features, the number of apps which it can integrate with.
What is your favorite aspect of this product?
I mostly love how easy is to navigate and the fact that it allows each agent to customize their view and have custom views set-up which would enable agents to be much more productive and organize their dashboard the way they like it.
What do you dislike most about this product?
I have to download an attachment that was initially attached to the ticket in order to re-attach it.
What recommendations would you give to someone considering this product?
Play around with it and depending on your business size and needs, I'd give Zendesk a try.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Caring