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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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
92 Plan to Renew
1
Since last award
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
Customer Service Workflow Management
Intelligent Search
Agent Collaboration
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
Ardin M.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jun 2020
A robust tool for support teams
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The ease of use, the ability to integrate with 3rd party apps and the overall the extend of customization (macros, triggers and other rules that you can implement)
What is your favorite aspect of this product?
Integrations and Support ticket views are one of my favorite features of zendesk. They allow me to improve my work-flows and easily tackle my daily work in zendesk.
What do you dislike most about this product?
One thing I dislike is the fact that I have to re-download attachments if I have to insert them into internal notes. There should be a way to insert them without having to re-download.
What recommendations would you give to someone considering this product?
You might need high-end plans, so I suggest you start with the basic one and upgrade as needed.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Cons
- Slower Product Innovation
- Commodity Features
Donna G.
- Role: C-Level
- Industry: Gaming and Hospitality
- Involvement: Business Leader or Manager
Submitted May 2020
Easy to use. Flexible and fair negotiations.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Omnichannel support
What is your favorite aspect of this product?
Ease of use
What do you dislike most about this product?
All elements are added cost per agent
What recommendations would you give to someone considering this product?
It’s a great product
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Caring
Javier D.
- Role: Consultant
- Industry: Telecommunications
- Involvement: End User of Application
Submitted Jan 2020
Good Cloud Solution for incident management
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It is a solution completely in the cloud, so its deployment is very fast.
What is your favorite aspect of this product?
Being a solution in the cloud, as many customers as engineers can access it from any device at all times, only Internet access is required.
What do you dislike most about this product?
The only thing I dislike is that I don't have a powerful knowledge base.
What recommendations would you give to someone considering this product?
If a solution is required that allows customers to open incidents and then be assigned, prioritized, and then statistics and various reports can be taken very quickly and efficiently, this is the solution they need.
Pros
- Reliable
- Performance Enhancing
- Over Delivered
- Includes Product Enhancements