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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

92 Plan to Renew

1
Since last award

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
15% Neutral
82% 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

Customer Service Workflow Management

79

Intelligent Search

79

Agent Collaboration

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

78

Usability and Intuitiveness

77

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

Miguel N.

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

Submitted Mar 2024

Good Product, awful Customer Care experience

Likeliness to Recommend

5 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has great capabilities when has been correctly configured, but is too expensive for what it does.

What is your favorite aspect of this product?

None, all of the features are widely availiable in other software that does the same thing and cheaper.

What do you dislike most about this product?

Pricing and support.

What recommendations would you give to someone considering this product?

look somewhere else, maybe freshdesk, or zoho.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Cons

  • Less Efficient Service
  • Less Effective Service
  • Less Caring

Brad T.

  • Role: Sales Marketing
  • Industry: Media
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

I am really enjoying this support platform

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

As a user, I find the support platform quite satisfactory and the activation mechanism seems fantastically adaptable and dynamic. The fact that form fields can now be searched is fantastic. For future improvements, the market is ideal. When it comes to standardizing user responses, macros are fantastic.

What is your favorite aspect of this product?

Both the Zendesk dashboard and support views have potential. It would be great if the online support portal could be improved to better accommodate internal requesters, who are occasionally agents, and restricted so that not just anyone could use it.

What do you dislike most about this product?

Most of our work involves helping customers with various requests, questions and technical difficulties. Agent productivity improves with easy-to-use views.

What recommendations would you give to someone considering this product?

For all of our support queries, we use the ticket dashboard. Sending an email to the support address automatically creates a new ticket in HubSpot and notifies the appropriate parties.

Pros

  • Helps Innovate
  • Reliable
  • Effective Service
  • Saves Time

Jennifer L.

  • Role: Information Technology
  • Industry: Not for Profit
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Great value for money product

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Easy to use, affordable, customisable, flexible contracts

What is your favorite aspect of this product?

Quick to implement

What do you dislike most about this product?

The admin User interface for different zen desk services could be more integrated but a minor thing

What recommendations would you give to someone considering this product?

Do it if looking for an off the shelf product and if you need a flexible contract

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing
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