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

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+78 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

16% Neutral

81% Positive

Pros

Reliable
Acts with Integrity
Performance Enhancing
Respectful

Feature Ratings

Average 78

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Customer Service Workflow Management

Agent Scripting

Agent Collaboration

Intelligent Search

Analytics and Reporting

Multi Channel Support

Customer Community Management

Mobile Customer Care

Vendor Capability Ratings

Average 76

Quality of Features

Ease of Implementation

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

Also Featured in...

Knowledge Management

Score 7.9

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

IT Service Management - Midmarket

Score 7.7

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

Zendesk for Service Reviews

Blake C.

Role: Operations
Industry: Telecommunications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2022

Solid, reliable ticketing system

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Creates a great all in one spot for customer support agents to assist customers, create a knowledge base, and build reports. Several integrations with tools we already use are available and easy to use.

What is your favorite aspect of this product?

Ideal tool for customer service teams who primarily assist customers by phone and email. Ticket forms are easy to customize and the end user interface is clear and easy to use. It also allows for a knowledge base to be hosted in the same place, with insights about searches and article views in a way that's directly incorporated into ticketing.

What do you dislike most about this product?

Building reports in Explore is clunky and time-consuming. While it expands functionality over the old Insights tool, the ease of use took a sharp decline. Also, the search in the knowledge base side can be a little finicky and sometimes needs a perfect match to return the correct article.

What recommendations would you give to someone considering this product?

Consider the end user needs vs. reporting needs and ensure that adequate time is allowed for those on admin duties to build reports and dashboards. Overall a very good product that works well, but changes can't always be made quickly.

Pros

Reliable
Respectful
Performance Enhancing
Enables Productivity

Mansoor A.

Role: Information Technology
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

Love your help desk

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk's competitive advantage is that it is continuously developing new products. Although its main product is help desk and ticketing software, it has developed a CRM platform to grab market share of Salesforce and other competitors

What is your favorite aspect of this product?

robustness and feature enhancement is very easy always available robust and highly recommended

What do you dislike most about this product?

t is buggy sometimes, and if it lags so much when many apps are integrated. Keyboard shortcuts preset also tends to be confusing

What recommendations would you give to someone considering this product?

Zendesk is easy to implement even if your environment is complex.

Pros

Helps Innovate
Continually Improving Product
Respectful
Transparent

Cons

Vendor Friendly Policies
Less Effective Service

Vincent F.

Role: Operations
Industry: Telecommunications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2022

It's pretty basic

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

No significant differentiation from other services other than it's pretty inexpensive.

What is your favorite aspect of this product?

API access

What do you dislike most about this product?

Disappointing UI choices, many proposed ideas which are critical have never been implemented, focus on other parts of the service offering leaves the Service product to languish

What recommendations would you give to someone considering this product?

Jump in and get going. Use macros and email channels. Get familiar with the APIs and use them whenever possible.

Pros

Reliable
Enables Productivity
Saves Time
Friendly Negotiation

Cons

Leverages Incumbent Status
Inhibits Innovation
Slower Product Innovation

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

82 Likeliness to Recommend

92 Plan to Renew

1 Since last award

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+78 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.

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.

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

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.

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

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.

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

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

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

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

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...

Knowledge Management

IT Service Management - Midmarket

Zendesk for Service Reviews

Blake C.

Solid, reliable ticketing system

Likeliness to Recommend

Pros

Mansoor A.

Love your help desk

Likeliness to Recommend

Pros

Cons

Vincent F.

It's pretty basic

Likeliness to Recommend

Pros

Cons

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Customer Service Workflow Management

Agent Scripting

Agent Collaboration

Intelligent Search

Analytics and Reporting

Multi Channel Support

Customer Community Management

Mobile Customer Care

Vendor Capability Ratings

Quality of Features

Ease of Implementation

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