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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

Ramya N.

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

Submitted May 2021

Faster issue resolution

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk makes it possible for customers to raise their own custom service tickets instead of going through a service desk, this helps in providing a better bridge between the customer and the IT team and help in understanding the issue better

What is your favorite aspect of this product?

Once the workflow process is documented, the application adheres by it and analyses tickets and assign them to their respective pools automatically

What do you dislike most about this product?

There have been few service outages but nothing major

What recommendations would you give to someone considering this product?

ZenDesk makes it easier for both the customer and the technical support to get in touch with each other and find the root cause of the issues quickly

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity

Wesley A.

  • Role: Operations
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2021

Fantastic email support platform.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has been around for a while and has become a well-recognised platform for providing support. It works very well.

What is your favorite aspect of this product?

Being able to manage and track multiple support cases with ease. Every agent knows who is dealing with what and when, so it's great to use for a customer support role.

What do you dislike most about this product?

It is a little old-hat now and the UI needs an overhaul. It feels very 90's in the look and feel, and falls behind many other SaaS platforms nowadays in that respect.

What recommendations would you give to someone considering this product?

If you can get past the way it looks, it works fantastically well when set up correctly.

Pros

  • Enables Productivity
  • Security Protects
  • Reliable
  • Performance Enhancing

Nitish T.

  • Role: Information Technology
  • Industry: Gaming and Hospitality
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2021

Fantastic product

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Integration features is good

What is your favorite aspect of this product?

KB articles and Customer satisfaction review after ticket

What do you dislike most about this product?

Chat feature

What recommendations would you give to someone considering this product?

Just need to integrate with all the RMM tools to make it better

Pros

  • Efficient Service
  • Effective Service
  • Caring
  • Saves Time
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