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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


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Awards & Recognition

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

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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.

82 Likeliness to Recommend

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value


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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?

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

Customer Service Workflow Management

78

Agent Scripting

78

Intelligent Search

78

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Quality of Features

79

Ease of Implementation

79

Business Value Created

78

Ease of IT Administration

78

Ease of Data Integration

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

Blake C.

  • Role: Operations
  • Industry: Telecommunications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2022

Solid, reliable ticketing system

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Creates a great all in one spot for customer support agents to assist customers, create a knowledge base, and build reports. Several integrations with tools we already use are available and easy to use.

What is your favorite aspect of this product?

Ideal tool for customer service teams who primarily assist customers by phone and email. Ticket forms are easy to customize and the end user interface is clear and easy to use. It also allows for a knowledge base to be hosted in the same place, with insights about searches and article views in a way that's directly incorporated into ticketing.

What do you dislike most about this product?

Building reports in Explore is clunky and time-consuming. While it expands functionality over the old Insights tool, the ease of use took a sharp decline. Also, the search in the knowledge base side can be a little finicky and sometimes needs a perfect match to return the correct article.

What recommendations would you give to someone considering this product?

Consider the end user needs vs. reporting needs and ensure that adequate time is allowed for those on admin duties to build reports and dashboards. Overall a very good product that works well, but changes can't always be made quickly.

Pros

  • Reliable
  • Respectful
  • Performance Enhancing
  • Enables Productivity

Mansoor A.

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

Submitted Jan 2022

Love your help desk

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk's competitive advantage is that it is continuously developing new products. Although its main product is help desk and ticketing software, it has developed a CRM platform to grab market share of Salesforce and other competitors

What is your favorite aspect of this product?

robustness and feature enhancement is very easy always available robust and highly recommended

What do you dislike most about this product?

t is buggy sometimes, and if it lags so much when many apps are integrated. Keyboard shortcuts preset also tends to be confusing

What recommendations would you give to someone considering this product?

Zendesk is easy to implement even if your environment is complex.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Respectful
  • Transparent

Cons

  • Vendor Friendly Policies
  • Less Effective Service

Vincent F.

  • Role: Operations
  • Industry: Telecommunications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2022

It's pretty basic

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

No significant differentiation from other services other than it's pretty inexpensive.

What is your favorite aspect of this product?

API access

What do you dislike most about this product?

Disappointing UI choices, many proposed ideas which are critical have never been implemented, focus on other parts of the service offering leaves the Service product to languish

What recommendations would you give to someone considering this product?

Jump in and get going. Use macros and email channels. Get familiar with the APIs and use them whenever possible.

Pros

  • Reliable
  • Enables Productivity
  • Saves Time
  • Friendly Negotiation

Cons

  • Leverages Incumbent Status
  • Inhibits Innovation
  • Slower Product Innovation
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