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
Up
1
Since last award
92 Plan to Renew
78 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 89%
- Negotiation and Contract:
- 80%
- Conflict Resolution:
- 83%
- Strategy & Innovation:
- 81%
- Service Experience:
- 87%
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.
+84 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
- Performance Enhancing
- Acts with Integrity
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
Agent Scripting
Contact Center Integration
Intelligent Search
Agent Collaboration
Customer Service Workflow Management
Analytics and Reporting
Mobile Customer Care
Customer Community Management
Multi Channel Support
Vendor Capability Ratings
Ease of Data Integration
Ease of IT Administration
Business Value Created
Ease of Implementation
Quality of Features
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Vendor Support
Availability and Quality of Training
Also Featured in...
Zendesk for Service Reviews
Samson O.
- Role: Finance
- Industry: Banking
- Involvement: End User of Application
Submitted Mar 2025
A considerable user support platform
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It has customizable reports for tracking agent performance and customer trends.
What is your favorite aspect of this product?
It's omni channels. I particularly like the functionality of merging duplicate tickets
What do you dislike most about this product?
It's quite pricey, especially when accessing higher-tiered features. My organization moved from it mainly because of this.
What recommendations would you give to someone considering this product?
While Zendesk has it positives. It'll be wise to consider similar options like Freshdesk or intercom
Pros
- Effective Service
- Saves Time
- Helps Innovate
- Continually Improving Product
Erick C.
- Role: Information Technology
- Industry: Banking
- Involvement: End User of Application
Submitted Mar 2025
All in one package.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Fairly standard industry offering but bundles multiple nice features into one package - analytics, ticketing and automation.
What is your favorite aspect of this product?
I would say the multilingual support is a standout feature.
What do you dislike most about this product?
it has high subscription costs.
What recommendations would you give to someone considering this product?
Evaluate what you are looking for the product to do and how you are going to scale in the future and see if Zendesk is right for you. It does offer a nice breadth of features.
Megha N.
- Role: Human Resources
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Mar 2025
Streamlining customer service with ease
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
For its usability , flexibility and sophisticated omnichannel support, Zendesk is one of the best customer service software out there , unlike other service like freshdesk ,salesforce service cloud or Hubspot service , Zendesk offers an integrated solution comprising of tickets , live chat, AI based automation and a knowledge database.It is widely used by both small and large organization due to its customizable workflows and third party integration. Its simple design and rapid deployment makes it superior to salesforce which is slower in onboarding because of the training and setup required.
What is your favorite aspect of this product?
one of the most useful parts of Zendesk is its automation and self service powered by AI.The platform employs AI bots to carry out repetitive tasks, leading quicker responses while lessening the burdern on human agent. The help center in conjunction with the knowledge base, allows businesses to easily give their customer the power of self service features which in turn leads to higher cusotmer satisfaction. Its seamnless integartion with XRM and e-commerce sites, makes it a robust customer support tool for any business .
What do you dislike most about this product?
For small business the subscriptionis quit expensive, the reporting and analytics dashboard is also very complex. It is less flexible in customization. The AI responses can be nonsensical and complex queries often go unanswered.
What recommendations would you give to someone considering this product?
First examine business goals along with with finances. For startups basic plan is alright, but advanced automation , reporting and multi-channel require one to purchase the premium plans. If customization and low pricing are top preferences, we could evaluate Zendesk against competitors.
Pros
- Reliable
- Unique Features
- Effective Service
- Respectful
