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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

  • Role: Industry Specific Role
  • Industry: Energy
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Oct 2021

Very Poor Service.

Likeliness to Recommend

3 /10

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
Validated Review
Verified Reviewer

Submitted Oct 2021

Effective but can be improved

Likeliness to Recommend

8 /10

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
  • Role: C-Level
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Oct 2021

Good Product, Easy to use, Client Friendly

Likeliness to Recommend

8 /10

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Trustworthy

Cons

  • Slower Product Innovation
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