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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

Elman M.

  • Role: Operations
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2023

Amazing product, easy to use.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

It provides a variety of features like chat, and ticket allocation, and provides accurate and also up to date information of all the data that you have stored. Amazing customer service and very responsive.

What is your favorite aspect of this product?

The chat feature which allows to provide live service, the storage of information, and how it is presented. The interface is very clear and integration with other tools is very smooth providing an even better service.

What do you dislike most about this product?

That is not that user-friendly, it takes time to get to know every feature, besides that sometimes when it gets updated some features become slow but this is just for short period of time. Besides the mentioned before there is no other major complaint.

What recommendations would you give to someone considering this product?

Do not hesitate to use it since it will enhance their services providing one of the best tools in this category, is simply fun to use, the only thing to take into consideration is to have time to learn to master every feature.

Pros

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

Ankit G.

  • Role: Finance
  • Industry: Finance
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2023

Zendesk is super easy to use with lot of features

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Support gets back to you pretty quickly and gives you articles or answers your questions, straight forward. Zendesk provides a lot of training material and it's pretty easy to use!

What is your favorite aspect of this product?

My favorite feature is View. You can create many views depending on your requirements and put a lot of filters. It will help in reporting.

What do you dislike most about this product?

The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.

What recommendations would you give to someone considering this product?

If you are looking for highly customizable ticketing tool then go for Zendesk

Pros

  • Unique Features
  • Generous Negotitation
  • Includes Product Enhancements
  • Helps Innovate

Cons

  • Less Performance Enhancing
  • Less Efficient Service
  • Less Friendly Negotiation

Tanmay J.

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

Submitted Oct 2023

good product

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

The capabilities like integrating support apps which can developed by us as developers and not just one but multiple applications based on our requirements.

What is your favorite aspect of this product?

Support app integration

What do you dislike most about this product?

The documentation is hard to read and understand.

What recommendations would you give to someone considering this product?

It's a good app. Make sure to understand the support app integration part

Pros

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