Zendesk

Zendesk for Service

Composite Score

8.3 /10

CX Score

8.5 /10

196 Reviews Write a Review

Get Demo

In Partnership With SelectHub

Claim Software

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

Book a Free Demo Today!

See it in action with a free demo.

Click below to sign up on our partner's website.

Get Demo

In Partnership With SelectHub

Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

Filter By

1 Top Rated Capabilities

0 Top Rated Features

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.

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.

83 Likeliness to Recommend

1
Since last award

92 Plan to Renew

78 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

undefined

{y}

{name}

Emotional Footprint Overview

Product Experience:: 87%
Negotiation and Contract:: 77%
Conflict Resolution:: 81%
Strategy & Innovation:: 79%
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.

+82 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?

2% Negative

13% Neutral

85% Positive

Pros

Reliable
Respectful
Acts with Integrity
Trustworthy

Feature Ratings

Average 78

Contact Center Integration

Agent Scripting

Agent Collaboration

Customer Self Service Capabilities

Intelligent Search

Customer Service Knowledge Management

Analytics and Reporting

Multi Channel Support

Customer Service Workflow Management

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Average 77

Ease of Data Integration

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Vendor Support

Availability and Quality of Training

Also Featured in...

Knowledge Management

Score 8.1

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

Beauty M.

Role: Sales Marketing
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2024

Well,it's not the best but can get the job done

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

W would say there is more security as well as more advanced AI powered options

What is your favorite aspect of this product?

Very easy to use

What do you dislike most about this product?

One of the reasons is poor response time

What recommendations would you give to someone considering this product?

If the needs of the business are not complicated this is an easy one to use and not very complex to integrate

Pros

Performance Enhancing
Enables Productivity
Efficient Service
Fair

Maureen O.

Role: Operations
Industry: Telecommunications
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Dec 2024

Easy to use with great features

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk is an easy to use software as compared to other products that's overly pricey.

What is your favorite aspect of this product?

Ticketing system

What do you dislike most about this product?

Limiting it's functionality

What recommendations would you give to someone considering this product?

I'll recommend zendesk cause it's one of the best CRM software

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Franklin M.

Role: Operations
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2024

Easy to use and reliable for customer support!

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk for Service stands out because it's easy to use yet powerful. The interface is simple, making it easy for teams to manage customer support without a steep learning curve. It also integrates well with other tools and gives a clear, unified view of all customer interactions. The automation features help businesses handle more support tickets efficiently, without losing the personal touch.

What is your favorite aspect of this product?

My favorite aspect of zendesk for service is how easy it makes managing customer support. The interface is super intuitive, so even if you're not tech-savvy, you can quickly get the hang of it. Plus, the way it organizes all customer interactions in one place makes it so much easier to keep track and respond faster. In my opinion, it really simplifies the whole process.

What do you dislike most about this product?

What I dislike most about Zendesk is that some of the customization options can be a bit tricky to set up. While it’s easy to use overall, getting everything just right can take a little extra time and effort.

What recommendations would you give to someone considering this product?

If you're considering Zendesk, I’d recommend it for its ease of use and how well it organizes customer support. It's great for keeping everything in one place and responding quickly. Just be ready to spend a bit of time setting up the more advanced features, but once that's done, it’s smooth sailing.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Zendesk for Service

What is Zendesk for Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

Zendesk for Service Ratings

83 Likeliness to Recommend

1 Since last award

92 Plan to Renew

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+82 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

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

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 service professionals e.g. team-based customer service.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

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.

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 Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Community Management Creation and management of branded and focussed user communities.

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

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

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.

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.

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

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.

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.

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 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.

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.

Also Featured in...

Knowledge Management

IT Service Management - Midmarket

Zendesk for Service Reviews

Beauty M.

Well,it's not the best but can get the job done

Likeliness to Recommend

Pros

Maureen O.

Easy to use with great features

Likeliness to Recommend

Pros

Franklin M.

Easy to use and reliable for customer support!

Likeliness to Recommend

Pros

Most Popular Zendesk for Service Comparisons

HubSpot Service Hub

Salesforce Service Cloud

Freshdesk

Microsoft Dynamics 365 for Customer Service

Zoho Desk

Oracle Service

1
Since last award

Feature Ratings

Contact Center Integration

Agent Scripting

Agent Collaboration

Customer Self Service Capabilities

Intelligent Search

Customer Service Knowledge Management

Analytics and Reporting

Multi Channel Support

Customer Service Workflow Management

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Ease of Data Integration

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Vendor Support

Availability and Quality of Training