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

Gregory D.

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

Validated Review

Verified Reviewer

Submitted Jul 2023

One of the best service management solutions

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has become a de facto industry standard and is used by many companies across the world. It has great features for customer support, however it still lacks functionalities to manage an internal (e.g. ITIL based) service desk.

What is your favorite aspect of this product?

The ease of use is one of the best things about this solution, together with the breadth of features.

What do you dislike most about this product?

The solution is quite pricey for internal use if you have a lot of customer service agents as it is priced per technician. The fact that there is no on-prem solution can be an issue with GDPR, as the data is all stored in the cloud.

What recommendations would you give to someone considering this product?

Run a trial period prior to purchase.

Pros

Enables Productivity
Reliable
Performance Enhancing
Effective Service

Cons

Vendor Friendly Policies
Less Generous
Leverages Incumbent Status

Dawid K.

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

Validated Review

Verified Reviewer

Submitted May 2023

Overall good, but expensive ticketing system

Likeliness to Recommend

7 /10

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

Validated Review

Verified Reviewer

Submitted May 2023

Excellent product, Poor training options.

Likeliness to Recommend

9 /10

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

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

Gregory D.

One of the best service management solutions

Likeliness to Recommend

Pros

Cons

Dawid K.

Overall good, but expensive ticketing system

Likeliness to Recommend

Pros

Cons

Ariel C.

Excellent product, Poor training options.

Likeliness to Recommend

Pros

Cons

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