Zendesk

Zendesk for Service

8.2 /10

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.

Company Details

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Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

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1 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2024

1 Top Rated Capabilities

0 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

Zendesk 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.

82 Likeliness to Recommend

93 Plan to Renew

78 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+77 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?

3% Negative

15% Neutral

82% Positive

Pros

Reliable
Respectful
Acts with Integrity
Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

Agent Collaboration

Contact Center Integration

Customer Service Knowledge Management

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Analytics and Reporting

Customer Community Management

Multi Channel Support

Mobile Customer Care

Vendor Capability Ratings

Average 77

Quality of Features

Ease of Implementation

Business Value Created

Ease of IT Administration

Ease of Data Integration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

Availability and Quality of Training

Also Featured in...

IT Service Management - Midmarket

Score 7.7

View Zendesk for Service in this category (opens in a new tab)

Zendesk for Service Reviews

Noime T.

Role: Consultant
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Secure and looks professional with some caveat

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has the option to add templates and attached knowledge-based articles whereas normal communication app does not have the same option.

What is your favorite aspect of this product?

The fact that you can create a macro that auto-populates your email information and you just need to make little changes is such a lifesaver

What do you dislike most about this product?

It is quite convoluted to use so it takes a while for a new person to get used to this software. When I first started, I felt like zendesk would eat me alive. It has a learning curve. Also quite prone to error since there are a lot of things you must remember to ensure you endorse the work to the right people.

What recommendations would you give to someone considering this product?

It is widely used for most businesses and your email looks very professional and you can collaborate with your team but the downside is that it looks odd when you have a long thread communication with your customer since they have to scroll down to see the latest message so if they are not used to checking the very bottom of the email, they would get confused.

Pros

Helps Innovate
Continually Improving Product
Trustworthy
Inspires Innovation

Amenda N.

Role: Human Resources
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2022

Zendesk is a perfect helping tool.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

The tool has been developed with users in mind having a clean interface for locating tickets additional accessible. Multiple integrations make it straightforward for our company to reach more shoppers depending on the channel they prefer to contact us, either through chat, emails, WhatsApp, or Facebook messenger; we have the flexibility to serve them from one tool

What is your favorite aspect of this product?

Effortless connectivity with support emails and phone numbers. Straightforward to assign tickets to the specific group of resolvers. It’s nice that for each brand, a guide can be created. Every shopper can have their help centers. Triggers and views are very helpful, it is not tough to set them up.

What do you dislike most about this product?

From the beginning, UI was confusing, it was a touch hard to look for the features. I want to have multiple shoppers and distinguish between them. I didn’t skills to do it, I used to be confused between organizations and brands. Brands are hidden in the admin center, Organizations are within the support center view.

What recommendations would you give to someone considering this product?

Smooth, simple interface—can simply switch between different options (email responses, reporting, live chat, etc). can start fairly quickly with only a little quantity of training. With the correct subscription tier, access to technical support is quick and efficient.

Pros

Performance Enhancing
Unique Features
Efficient Service
Inspires Innovation

Cons

Security Frustrates

Vic S.

Role: Operations
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2022

Good allround tool for customer service

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Stable and reliable tool with a lot of possibilities.

What is your favorite aspect of this product?

Does what it has to do: ticket management.

What do you dislike most about this product?

Requires quite some time and energy to get into the software as a new user.

What recommendations would you give to someone considering this product?

Make sure that you can get all the use out of this tool by investing the necessary time and energy.

Pros

Continually Improving Product
Respectful
Helps Innovate
Reliable

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

82 Likeliness to Recommend

93 Plan to Renew

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+77 Net Emotional Footprint

How much do users love Zendesk for Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

IT Service Management - Midmarket

Zendesk for Service Reviews

Noime T.

Secure and looks professional with some caveat

Likeliness to Recommend

Pros

Amenda N.

Zendesk is a perfect helping tool.

Likeliness to Recommend

Pros

Cons

Vic S.

Good allround tool for customer service

Likeliness to Recommend

Pros

Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Contact Center Integration

Customer Service Knowledge Management

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Analytics and Reporting

Customer Community Management

Multi Channel Support

Mobile Customer Care

Vendor Capability Ratings

Quality of Features

Ease of Implementation

Business Value Created

Ease of IT Administration

Ease of Data Integration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

Availability and Quality of Training