Zendesk for Service Logo
Zendesk for Service Logo
Zendesk

Zendesk for Service

Composite Score
7.8 /10
CX Score
8.0 /10
Category
Zendesk for Service
7.8 /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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Awards & Recognition

Zendesk for Service won the following awards in the IT Service Management - Midmarket category

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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.

84 Likeliness to Recommend

91 Plan to Renew

1
Since last award

79 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.

+84 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
13% Neutral
83% Positive

Pros

  • Respectful
  • Performance Enhancing
  • Trustworthy
  • Reliable

Feature Ratings

Average 80

Multi-Site Functionality

82

Integrated Knowledge Management

81

Integration With IT Tools

80

Reporting

80

End User Self Serve

79

Technician Administration

79

End User Support Solutions

78

Multi Device Capability

76

Service Catalog

76

Vendor Capability Ratings

Average 77

Quality of Features

80

Ease of Implementation

79

Ease of Data Integration

78

Business Value Created

78

Ease of IT Administration

77

Usability and Intuitiveness

77

Breadth of Features

77

Ease of Customization

76

Vendor Support

76

Product Strategy and Rate of Improvement

75

Availability and Quality of Training

74

Zendesk for Service Reviews

Anabelle C.

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

Submitted Jul 2020

Robust software.

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Integration is seamless.

What is your favorite aspect of this product?

Product quality and support is top notch.

What do you dislike most about this product?

I have no dislike.

What recommendations would you give to someone considering this product?

A software you can trust.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Ardin M.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jun 2020

A robust tool for support teams

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

The ease of use, the ability to integrate with 3rd party apps and the overall the extend of customization (macros, triggers and other rules that you can implement)

What is your favorite aspect of this product?

Integrations and Support ticket views are one of my favorite features of zendesk. They allow me to improve my work-flows and easily tackle my daily work in zendesk.

What do you dislike most about this product?

One thing I dislike is the fact that I have to re-download attachments if I have to insert them into internal notes. There should be a way to insert them without having to re-download.

What recommendations would you give to someone considering this product?

You might need high-end plans, so I suggest you start with the basic one and upgrade as needed.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Cons

  • Slower Product Innovation
  • Commodity Features

Ryan G.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2020

Zen - Good product just better solutions out there

Likeliness to Recommend

6 /10

What differentiates Zendesk for Service from other similar products?

You can not easily export your own data. To do that they required you either code an API or but another more expensive package.

What is your favorite aspect of this product?

Ticketing works well

What do you dislike most about this product?

Exporting data and customer service

What recommendations would you give to someone considering this product?

Sometimes can be too complicated, disoganised and mess

Pros

  • Efficient Service
  • Effective Service
  • Caring
  • Saves Time

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