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.
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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Reliable
- Respectful
- Acts with Integrity
- Performance Enhancing
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Customer Service Knowledge Management
Contact Center Integration
Agent Scripting
Agent Collaboration
Intelligent Search
Customer Service Workflow Management
Multi Channel Support
Analytics and Reporting
Customer Community Management
Mobile Customer Care
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Business Value Created
Ease of Data Integration
Ease of IT Administration
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Availability and Quality of Training
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Zendesk for Service Reviews
Sarah J.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jun 2022
Zendesk helps us to focus on difficult issues
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It was convenient that talks could be tracked down using ticket numbers, that they could be escalated to another agent, and that they could be shared on social media platforms like Instagram and Facebook. Small teams can manage hundreds of replies each day in the most efficient way possible thanks to Zendesk, which automates easy responses and frees up time for more difficult issues.
What is your favorite aspect of this product?
It's a full-featured customer service management platform with excellent agent training materials and engaging industry events for knowledge sharing and networking. Although there were a few hiccups and problems here and there, overall it was a pleasant experience.
What do you dislike most about this product?
The rare glitches we noticed were a turn-off for me. For example, there were instances when I had to utilize Instagram directly on their website rather than through Zendesk owing to faults in the connection, which did take some time to be fixed. I had to do this since Zendesk was having trouble communicating with Instagram.
What recommendations would you give to someone considering this product?
While utilizing it, I was able to categorize my clients' questions and build an interactive dashboard, which was useful for data analysis, when I was answering them. Batch editing tickets, linking situations such as outages to trouble tickets, and sorting out the many support difficulties that clients encounter are all highly practical.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Effective Service
Sarah H.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jun 2022
Zendesk is a good helpdesk with many features
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.
What is your favorite aspect of this product?
We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.
What do you dislike most about this product?
Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.
What recommendations would you give to someone considering this product?
Many Customer Support options are available using this program. WordPress, Jira, and Salesforce all work seamlessly with it. Detailed reporting dashboards may be found on each page. As a whole, Zendesk is a fantastic helpdesk that can handle a large client base and keep track of issues and complaints while on the road.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Trustworthy
Alvaro G.
- Role: Operations
- Industry: Media
- Involvement: IT Leader or Manager
Submitted May 2022
Great tool for customer-service related businesses
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It's very easy to convert chat, email, and social media requests into tickets.
What is your favorite aspect of this product?
How easy it is to integrate requests into tickets, especially social media requests.
What do you dislike most about this product?
I often forget that I am reading a "live" tweet or "DM" because the changes are almost not visible unless you actively look for them. There should be a better way to differentiate what type of ticket we are looking at to avoid issues.
What recommendations would you give to someone considering this product?
Works great and has a plethora of features that will help you have control over every single aspect of the customer interaction.
Pros
- Reliable
- Efficient Service
- Effective Service
- Caring