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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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
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Zendesk for Service Reviews
Stephany Paola C.
- Role: C-Level
- Industry: Other
- Involvement: End User of Application
Submitted Oct 2021
Could improve features.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Is easy to use and can be adapted to your need and from your company.
What is your favorite aspect of this product?
It's easy to explain to employees and is efficient to start from scratch if you want to use the software in your company. In addition, it has diversity of options that accommodate your needs or goals.
What do you dislike most about this product?
In this case, since I work as a CS associate and we take emails on Zendesk, there are instances in which I would prefer Zendesk to have more useful and efficient filters to apply when doing searches.
What recommendations would you give to someone considering this product?
Zendesk has a variety of features that you can find useful so your team can do their work in an efficient way. In addition, Zendesk is user-friendly. Believe me that it won't take you too much time either resources for your team to understand and start working with Zendesk.
Pros
- Effective Service
- Caring
- Respectful
- Helps Innovate
- Role: Industry Specific Role
- Industry: Energy
- Involvement: End User of Application
Submitted Oct 2021
Very Poor Service.
Likeliness to Recommend
Pros
- Enables Productivity
- Performance Enhancing
- Efficient Service
- Fair
Cons
- Slower Product Innovation
- Wastes Time
- Vendor's Interest First
Ruth K.
- Role: Operations
- Industry: Education
- Involvement: End User of Application
Submitted Oct 2021
Effective but can be improved
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It has many useful integrations, is easy to manage and provides high level of autonomy
What is your favorite aspect of this product?
The autonomy
What do you dislike most about this product?
The lack of reporting, for example for the Knowledge Base where they recommend you using Google Analytics... Or that a feature so basic as Side conversation is so pricey or that they decide to remove a feature like "decompose" in Explore and they have to roll back because a lot of clients need that
What recommendations would you give to someone considering this product?
Overall, it is a very good product
Pros
- Respectful
- Performance Enhancing
- Enables Productivity
- Efficient Service
Cons
- Inhibits Innovation
- Slower Product Innovation
- Less Effective Service