Zendesk for Service Logo
Zendesk for Service Logo
Zendesk

Zendesk for Service

Composite Score
7.9 /10
CX Score
8.1 /10
Zendesk for Service
7.9 /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. 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

1
Since last award

81 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

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.

+80 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?

5% Negative
9% Neutral
86% Positive

Pros

  • Security Protects
  • Performance Enhancing
  • Respectful
  • Acts with Integrity

Feature Ratings

Average 80

API Integration

84

Configurable Knowledge Repository

81

Role-Based Access

81

Rich Text Editor

80

Intelligent Search

80

Reporting and Analytics

75

Vendor Capability Ratings

Average 77

Ease of Implementation

83

Business Value Created

83

Quality of Features

78

Usability and Intuitiveness

78

Vendor Support

78

Ease of Data Integration

77

Availability and Quality of Training

76

Breadth of Features

76

Ease of IT Administration

75

Ease of Customization

74

Product Strategy and Rate of Improvement

74

Zendesk for Service Reviews

Washington N.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jul 2022

Easy to use, intuitive

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Zendesk is the most intuitive for customer support. We can easily respond to clients and see the status of the ticket/request

What is your favorite aspect of this product?

integration with other sites/tools like lessonly for example

What do you dislike most about this product?

we should have different options to mark tickets so we can see that we are waiting new updates or something similar

What recommendations would you give to someone considering this product?

none at the moment

Pros

  • Helps Innovate
  • Effective Service
  • Inspires Innovation
  • Respectful

Jenna L.

  • Role: Operations
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2022

Zendesk - Set Your Team up for Success

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

The functionality and diverse options allows you to personalize every aspect of your guide in an effort to work well with any team.

What is your favorite aspect of this product?

This product not only integrates with instant messaging tools such as Slack, but it also connects with it's other products - Zendesk CRM, Zendesk Chat, Zendesk Phone, etc. This makes it easy on my team being that we use nearly every product they offer and we can find it all in one place.

What do you dislike most about this product?

The only setback was the lack of communication from the Zendesk team in the beginning.

What recommendations would you give to someone considering this product?

Zendesk is the best CRM tool I've used thus far, and the guide has helped me build a company-wide and customer-facing knowledge base to help ensure both my team and customers are set up for success always.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Katebah A.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2022

Zendesk Guide is a great product for small teams!

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has built out a variety of apps within their platform, from chat to support to selling, so all your team members can work on a specific part of the process, This is key in order to have cross-functional collaboration.

What is your favorite aspect of this product?

I appreciate the easy-to-use design of the platform where I can intuitively understand the platform and how to set up the configurations to my team's liking.

What do you dislike most about this product?

Could provide more demo videos and training for newcomers to SaaS platforms in general as this can be a costly process to require a consultant.

What recommendations would you give to someone considering this product?

Make sure to request training from your rep and check-in about product consultations being part of the onboarding process to learn best practices.

Pros

  • Reliable
  • Enables Productivity
  • Unique Features
  • Inspires Innovation

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