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Zendesk for Service Logo
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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


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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.

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

93 Plan to Renew

78 Satisfaction of Cost Relative to Value


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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
14% Neutral
83% 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

Agent Collaboration

78

Intelligent Search

78

Customer Service Workflow Management

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

77

Usability and Intuitiveness

77

Breadth of Features

75

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

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

Rachna S.

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

Submitted Dec 2021

Best ticket system probably

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Easy to use Customization is possible to great great extent

What is your favorite aspect of this product?

Centralisation of data Audit trial

What do you dislike most about this product?

Quite expensive

What recommendations would you give to someone considering this product?

Provides a great experience to both customer and service agents

Pros

  • Reliable
  • Enables Productivity
  • Efficient Service
  • Effective Service
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