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
victoria G.
- Role: Information Technology
- Industry: Not for Profit
- Involvement: IT Leader or Manager
Submitted Mar 2022
Easy to use, great for small/mid organisations.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Super easy to use and integrate. Also very cost effective.
What is your favorite aspect of this product?
Ease of integration and very user friendly.
What do you dislike most about this product?
Nothing at all, we moved to Salesforce due to a senior management decision.
What recommendations would you give to someone considering this product?
Yes, its easy to user and has a great range of features.
Pros
- Helps Innovate
- Effective Service
- Saves Time
- Respectful
Johan M.
- Role: Sales Marketing
- Industry: Banking
- Involvement: Business Leader or Manager
Submitted Mar 2022
Useful and flawless
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It is different because it provides a clear and easy-to-integrate infrastructure with applications and self-developed software, it is a tool which has never failed and provides excellent performance for different types of workloads such as e-mail.
What is your favorite aspect of this product?
What I like most about Zendesk is that for the operations team or CXP it is a very intuitive tool that allows you to sort tickets and cases proactively. The macros are an excellent help and save too much time for the operations team, the admin panel is very clear and intuitive.
What do you dislike most about this product?
I do not like that it can be very flat and does not allow you to add unzipped files or add a layer or a signature with more design, but just put the name of the agent, in branding issues would be important to add a little more design or layer options to not look so flat and boring. Anyway, being a bit minimalist, it helps to make it a tool within the reach of any team member and that can be connected and integrated with other apps and APIs without major problems.
What recommendations would you give to someone considering this product?
It is important to consider the integrations that Zendesk provides, since having a proper training will allow you to take advantage of the functionalities it offers, it is important to be able to organize the folders with a specific use so that the backlog is organized and can be easily managed, and in this way avoid confusion. It is a tool that can be adapted to one business or another in an exceptional way, it is a crucial investment.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Unique Features
Akshay S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2022
Great platform for customer service!
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk for Service is a customer service software that helps businesses manage and track customer interactions. It offers a variety of features such as ticket management, customer profiles, and reporting tools. Additionally, Zendesk for Service integrates with other Zendesk products, such as Zendesk Chat and Zendesk Guide, to provide a more comprehensive customer service solution.
What is your favorite aspect of this product?
There are a lot of things that I love about Zendesk for Service. One of my favorite aspects is the ability to create and manage custom fields. This allows me to track information that is specific to my organization and helps me to better serve my customers. I also appreciate the flexibility to configure the system to meet my specific needs. Zendesk is also very user friendly and the support team is always available to help me with any questions or issues that I may have.
What do you dislike most about this product?
There are a few things I don't like about Zendesk for Service. One is that it can be difficult to keep track of all the tickets that are open and assigned to you. Another is that it can be challenging to find older tickets.
What recommendations would you give to someone considering this product?
Zendesk is a great choice for customer service. It's easy to use and can be customized to fit your needs. It also integrates with a variety of other tools, making it a versatile option.
Pros
- Unique Features
- Efficient Service
- Effective Service
- Continually Improving Product
