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Zendesk

Zendesk for Service

Composite Score

8.3 /10

CX Score

8.4 /10

179 Reviews Write a Review

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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1 Top Rated Capabilities

0 Top Rated Features

2024

1 Top Rated Capabilities

0 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

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

92 Plan to Renew

79 Satisfaction of Cost Relative to Value

1
Since last award

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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

13% Neutral

84% Positive

Pros

Reliable
Respectful
Acts with Integrity
Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Intelligent Search

Agent Scripting

Agent Collaboration

Analytics and Reporting

Customer Service Workflow Management

Multi Channel Support

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Average 76

Ease of Implementation

Quality of Features

Ease of Data Integration

Business Value Created

Ease of IT Administration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training

Also Featured in...

Knowledge Management

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View Zendesk for Service in this category (opens in a new tab)

IT Service Management - Midmarket

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View Zendesk for Service in this category (opens in a new tab)

Zendesk for Service Reviews

James M.

Role: Information Technology
Industry: Technology
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Dec 2021

Great Helpdesk reporting

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

The information put into Zendesk is well collaborated into easy to understand reporting and knowledge base.

What is your favorite aspect of this product?

Can integrate easy with other software's like ServiceNow. Also easy to use for the none Techy

What do you dislike most about this product?

Asset management needs tuning.

What recommendations would you give to someone considering this product?

Would recommend, a great Helpdesk tool built for quality customer service.

Pros

Inspires Innovation
Acts with Integrity
Friendly Negotiation
Continually Improving Product

Cons

Inhibits Innovation
Less Reliable
Less Effective Service

Stephany Paola C.

Role: C-Level
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2021

Could improve features.

Likeliness to Recommend

9 /10

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

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

Latest Research

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

83 Likeliness to Recommend

1 Since last award

92 Plan to Renew

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love Zendesk for Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Community Management Creation and management of branded and focussed user communities.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

Knowledge Management

IT Service Management - Midmarket

Zendesk for Service Reviews

James M.

Great Helpdesk reporting

Likeliness to Recommend

Pros

Cons

Stephany Paola C.

Could improve features.

Likeliness to Recommend

Pros

Very Poor Service.

Likeliness to Recommend

Pros

Cons

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Title

1
Since last award

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Intelligent Search

Agent Scripting

Agent Collaboration

Analytics and Reporting

Customer Service Workflow Management

Multi Channel Support

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Ease of Data Integration

Business Value Created

Ease of IT Administration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training