Zendesk

Zendesk for Service

Composite Score

8.1 /10

CX Score

8.3 /10

52 Reviews Write a Review

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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. 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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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.

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.

87 Likeliness to Recommend

97 Plan to Renew

82 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 87%
Negotiation and Contract:: 72%
Conflict Resolution:: 83%
Strategy & Innovation:: 76%
Service Experience:: 85%

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.

+81 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?

4% Negative

8% Neutral

88% Positive

Pros

Security Protects
Performance Enhancing
Respectful
Acts with Integrity

Feature Ratings

Average 80

API Integration

Configurable Knowledge Repository

Intelligent Search

Role-Based Access

Rich Text Editor

Reporting and Analytics

Vendor Capability Ratings

Average 78

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Vendor Support

Availability and Quality of Training

Ease of Data Integration

Breadth of Features

Ease of IT Administration

Ease of Customization

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.4

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

IT Service Management - Midmarket

Score 8.1

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

Zendesk for Service Reviews

Megha N.

Role: Human Resources
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

Streamlining customer service with ease

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

For its usability , flexibility and sophisticated omnichannel support, Zendesk is one of the best customer service software out there , unlike other service like freshdesk ,salesforce service cloud or Hubspot service , Zendesk offers an integrated solution comprising of tickets , live chat, AI based automation and a knowledge database.It is widely used by both small and large organization due to its customizable workflows and third party integration. Its simple design and rapid deployment makes it superior to salesforce which is slower in onboarding because of the training and setup required.

What is your favorite aspect of this product?

one of the most useful parts of Zendesk is its automation and self service powered by AI.The platform employs AI bots to carry out repetitive tasks, leading quicker responses while lessening the burdern on human agent. The help center in conjunction with the knowledge base, allows businesses to easily give their customer the power of self service features which in turn leads to higher cusotmer satisfaction. Its seamnless integartion with XRM and e-commerce sites, makes it a robust customer support tool for any business .

What do you dislike most about this product?

For small business the subscriptionis quit expensive, the reporting and analytics dashboard is also very complex. It is less flexible in customization. The AI responses can be nonsensical and complex queries often go unanswered.

What recommendations would you give to someone considering this product?

First examine business goals along with with finances. For startups basic plan is alright, but advanced automation , reporting and multi-channel require one to purchase the premium plans. If customization and low pricing are top preferences, we could evaluate Zendesk against competitors.

Pros

Reliable
Unique Features
Effective Service
Respectful

Tamika M.

Role: C-Level
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2024

Full support for social networks and websites.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

The main difference is that Zendesk offers better connectivity with social networks, which helps to collect each of the messages received on social networks in a single inbox and thus address customer requests in an easier way. Zendesk also allows you to work together to handle each of the support tickets, so the entire team of company agents can easily handle each of the requests, divide the tickets among all the agents and thus give a priority response time.

What is your favorite aspect of this product?

I like Zendesk's notification system, this notification system sends alerts to all linked devices and so you can be aware of when you receive new support tickets. Zendesk also offers a live support system, where we can open a live chat with customers through our website, add opening hours for that live chat and closing time, in addition, the live chat system offers a queue function which allows us to serve all customers in an orderly manner. Zendesk has a complete ticket history which allows us to fully track each ticket individually.

What do you dislike most about this product?

Zendesk offers a very complete system for customer service and so far I have not had any problems, I have been able to attend to all tickets for my technology company, managing to attend to new requests from all customers in record time. The platform in general behaves very well and has not given me any problems, it is very complete.

What recommendations would you give to someone considering this product?

My main recommendation is to use Zendesk in conjunction with or integrated with the company's social networks, in order to get the most benefit and be able to attend to many more requests within the same support panel. This integration allows you to add bots to social networks and thus attend to basic requests from customers on social networks.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Hanifat O.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

Fantastic product, great features

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Quite efficient!

What is your favorite aspect of this product?

Ticket tracking and efficiency

What do you dislike most about this product?

Nothing for now.

What recommendations would you give to someone considering this product?

I highly recommend

Pros

Continually Improving Product
Enables Productivity
Trustworthy
Unique Features

Zendesk for Service

What is Zendesk for Service?

Company Details

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Zendesk for Service Ratings

87 Likeliness to Recommend

97 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+81 Net Emotional Footprint

How much do users love Zendesk for Service?

Chart

Pros

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

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

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

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 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.

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.

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.

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.

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.

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

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.

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

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.

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.

Also Featured in...

Customer Service - Enterprise

IT Service Management - Midmarket

Zendesk for Service Reviews

Megha N.

Streamlining customer service with ease

Likeliness to Recommend

Pros

Tamika M.

Full support for social networks and websites.

Likeliness to Recommend

Pros

Hanifat O.

Fantastic product, great features

Likeliness to Recommend

Pros

Most Popular Zendesk for Service Comparisons

Confluence

HubSpot Service Hub

Freshdesk

Zoho Desk

Guru

KnowledgeOwl

Feature Ratings

API Integration

Configurable Knowledge Repository

Intelligent Search

Role-Based Access

Rich Text Editor

Reporting and Analytics

Vendor Capability Ratings

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Vendor Support

Availability and Quality of Training

Ease of Data Integration

Breadth of Features

Ease of IT Administration

Ease of Customization

Product Strategy and Rate of Improvement