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

Supriya T.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Easy to integrate and worthy customer support tool

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

- Its customer service - Presales and post sales service - Is feasible and compatible enough to integrate with any social applications - It helps in answering customer queries from anywhere and in most easy manner - Triggers it has to offer - Commenting is very easy - Highly productive because of its features

What is your favorite aspect of this product?

-Presales and post sales support . Before going for this product , we have interacted with pre sales teams many time. It all started with demo and later we were given a trial pack with all the features in active state. we explored the application , connected with support team and got clarified all our queries. They answered all our queries and shown ed the importance of customer support tool. The kind of value it adds to your business is something I still enjoy using it . Because it makes your job very easy as it can easily connect to any 3rd party or social applications. - Response time is high , as a result productivity increases.

What do you dislike most about this product?

While integrating with social account , we have to work hard with support team. Integrating of some social accounts is not a easy affair

What recommendations would you give to someone considering this product?

If you are developing a application and you foresee heavy traffic coming to you regarding the most tiniest to most complex thing in the form of tickets , in the form of comments, then you must have it to reply back to customers

Pros

Helps Innovate
Efficient Service
Inspires Innovation
Caring

ADITYA R.

Role: Industry Specific Role
Industry: Consulting
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Feature rich, easy to use, & cost-effective

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Highly customized system for a ticket, feature-rich, much easier to automate tasks with the help of Zendesk, templates are highly customized, facilitates answering to multiple tickets at a time, nice API Integration, ease of use, and makes it simpler to track metrics.

What is your favorite aspect of this product?

1. One of the best ticket management systems in the world 2. Offers valuable & actionable insights & makes it easier to analyze the performance 3. Far better than its competitors like Freshdesk in terms of innovative features, customer service, and above all cost.

What do you dislike most about this product?

1. Too many limitations - cannot use and & OR function 2. Highly expensive 3. Add-on’s are not free 4. I had challenges in adding & updating the users

What recommendations would you give to someone considering this product?

Focus on minimizing the cost, as well as the limitations and improve the features

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Manoj K.

Role: Sales Marketing
Industry: Media
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2021

Perfect Help desk tool

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

- Its ability to integrate with any social networks - It requires minimal efforts to integrate any social platform with Zendesk (supports 3rd party integrations) - Improves efficiency of employees - Hassel free to use - Support team are available round the clock - Adds great value to the business - Makes job easy - Ticketing

What is your favorite aspect of this product?

- Ticketing system, it helps in addressing and replying customers queries very fast - Any queries coming from any platform can be integrated and addressed in no time - We can create and assign tickets to colleagues or people from specific team

What do you dislike most about this product?

Mobile applications should be more easily be accessible

What recommendations would you give to someone considering this product?

If you are into service based or product based company where you have to deal/respond with/to customers in most fastest way then this is one of the best help desk tool available in the market . It will save lot of time, it is efficient and will certainly employees in handling customer queries in most efficient way

Pros

Reliable
Enables Productivity
Unique Features
Effective Service

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

Supriya T.

Easy to integrate and worthy customer support tool

Likeliness to Recommend

Pros

ADITYA R.

Feature rich, easy to use, & cost-effective

Likeliness to Recommend

Pros

Manoj K.

Perfect Help desk tool

Likeliness to Recommend

Pros

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