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 鈥� 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.
84 Likeliness to Recommend
1
Since last award
92 Plan to Renew
79 Satisfaction of Cost Relative to Value
1
Since last award
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.
+86 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
Agent Collaboration
Customer Service Knowledge Management
Contact Center Integration
Intelligent Search
Agent Scripting
Customer Service Workflow Management
Mobile Customer Care
Analytics and Reporting
Multi Channel Support
Customer Community Management
Vendor Capability Ratings
Ease of IT Administration
Ease of Data Integration
Business Value Created
Quality of Features
Ease of Implementation
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Vendor Support
Availability and Quality of Training
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Zendesk for Service Reviews
Precious E.
- Role: Operations
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2025
Reliable & Feature-Rich Customer Service Platform
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk for Service stands out due to its intuitive multi-channel support, powerful automation features, extensive integrations, and user-friendly interface that enhances agent productivity and improves customer satisfaction.
What is your favorite aspect of this product?
My favorite aspect of Zendesk for Service is its seamless multi-channel support combined with powerful automation tools, which make managing customer interactions efficient and straightforward.
What do you dislike most about this product?
What I dislike most about Zendesk for Service is the pricing structure, which can become expensive as you add more agents or need advanced features, and the limited customization options without developer support.
What recommendations would you give to someone considering this product?
I would recommend Zendesk for Service to organizations looking for a reliable, scalable customer support platform with strong multi-channel capabilities and automation. However, be sure to carefully evaluate pricing plans and consider your team鈥檚 size and needs, as costs can increase quickly with additional features and agents. Take advantage of trial periods to assess usability and integrations before committing.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Effective Service
Cons
- Less Generous
- Under Delivered
- Commodity Features
Joshua A.
- Role: Information Technology
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted May 2025
Zendesk: A Friendly Customer Support Tool
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
User-friendly interface that is simple to understand and use. Also, based on some experience I鈥檝e had with other tools, I find Zendesk to be more reliable.
What is your favorite aspect of this product?
I like Zendesk because it鈥檚 easy to use and helps teams work together to solve customer problems quickly.
What do you dislike most about this product?
The interface is not very colorful or lively compared to other tools like Intercom, which can make it feel a bit plain.
What recommendations would you give to someone considering this product?
Take time to learn the different features. This will go a long way to ensure you interact effectively with your customers and enhance your job productivity.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
ThankGod S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted May 2025
Zendesk is a solid platform
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk offers a polished, unified experience across multiple communication channels, making it easier for teams to manage customer support without losing context. The app marketplace and integrations are also more extensive than many alternatives.
What is your favorite aspect of this product?
The ticketing system is very efficient and user-friendly. Everything is neatly organized鈥攅mails, chats, social messages鈥攁ll in one place, which helps agents respond quickly and stay productive.
What do you dislike most about this product?
The reporting and analytics features feel limited unless you upgrade or use additional tools. Customizing dashboards and extracting deep insights can be a bit cumbersome for non-technical users.
What recommendations would you give to someone considering this product?
Take time to properly configure Zendesk to fit your workflow before going live. It's a powerful tool, but it truly shines when tailored to your team's specific support processes. Also, invest in training your agents鈥攖here鈥檚 a bit of a learning curve, but it pays off.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Trustworthy
