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 AssistanceZendesk 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
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
Also Featured in...
Zendesk for Service Reviews
Blake C.
- Role: Operations
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Jan 2022
Solid, reliable ticketing system
Likeliness to Recommend
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
Submitted Jan 2022
Love your help desk
Likeliness to Recommend
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
Submitted Jan 2022
It's pretty basic
Likeliness to Recommend
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