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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceZendesk 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.
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
Also Featured in...
Zendesk for Service Reviews
Dawid K.
- Role: Industry Specific Role
- Industry: Energy
- Involvement: Business Leader or Manager
Submitted May 2023
Overall good, but expensive ticketing system
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Very good data analysis and report engine, automation and triggers, ease of implementation
What is your favorite aspect of this product?
Easy to use, intuitive, readily integrates a lot of customers and communication channels
What do you dislike most about this product?
No filtering, limited amount of easily accessible views, pretty expensive, hard to manage internal vs. external communication in one thread
What recommendations would you give to someone considering this product?
Not the greatest solution for engineering and technical support teams, consider if you have more communication channels than only mail, you will appreciate the powerful reporting engine (Explore)
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Respectful
Cons
- Less Efficient Service
- Less Effective Service
- Commodity Features
Ariel C.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted May 2023
Excellent product, Poor training options.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
In my experience with Help Scout and Vantive, Zendesk is much more polished. It has more integrations and the interface is simple, nice to see, and friendly. The admin tools it offers are second to none and the chance to add you own knowledge base within the tool is super helpful both for agents and for our customers. Also, I love the reporting tool, Explore, which is super complete and easy to use.
What is your favorite aspect of this product?
It's an all-in-one solution that really does the trick.
What do you dislike most about this product?
I am more oriented to real-time learning, and they only have self-learning material. Personalized onboarding is non-existent, and I spend way more time learning that I have time for. Being a pricey tool, I would have expected at least one onboarding session.
What recommendations would you give to someone considering this product?
Try to get a prepaid training before purchasing the suite. Apart from that, the tool is very powerful.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Helps Innovate
Cons
- Less Effective Service
- Charges for Enhancements
- Wastes Time
Ram A.
- Role: Information Technology
- Industry: Insurance
- Involvement: Business Leader or Manager
Submitted Apr 2023
Great Customer Service tool but a bit pricey
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
ZenDesk is a very reliable solution with many useful built-in features
What is your favorite aspect of this product?
ZenDesk offer full API capabilities and automation options that save as a lot of time and manual work
What do you dislike most about this product?
ZenDesk Talk module can be improved, both for call quality and reporting
What recommendations would you give to someone considering this product?
Plan carefully and understand and map out all your workflows before starting the implementation process.
Pros
- Enables Productivity
- Security Protects
- Reliable
- Performance Enhancing
Cons
- Vendor Friendly Policies
- Less Generous
- Less Friendly Negotiation
