Zendesk

Zendesk for Service

Composite Score

8.3 /10

CX Score

8.5 /10

207 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.

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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

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

91 Plan to Renew

1
Since last award

78 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:: 88%
Negotiation and Contract:: 78%
Conflict Resolution:: 82%
Strategy & Innovation:: 80%
Service Experience:: 86%

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 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

Respectful
Reliable
Acts with Integrity
Efficient Service

Feature Ratings

Average 79

Customer Self Service Capabilities

Agent Scripting

Customer Service Knowledge Management

Agent Collaboration

Contact Center Integration

Intelligent Search

Customer Service Workflow Management

Analytics and Reporting

Mobile Customer Care

Multi Channel Support

Customer Community Management

Vendor Capability Ratings

Average 77

Ease of Data Integration

Business Value Created

Ease of IT Administration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

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

Samson O.

Role: Finance
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

A considerable user support platform

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

It has customizable reports for tracking agent performance and customer trends.

What is your favorite aspect of this product?

It's omni channels. I particularly like the functionality of merging duplicate tickets

What do you dislike most about this product?

It's quite pricey, especially when accessing higher-tiered features. My organization moved from it mainly because of this.

What recommendations would you give to someone considering this product?

While Zendesk has it positives. It'll be wise to consider similar options like Freshdesk or intercom

Pros

Effective Service
Saves Time
Helps Innovate
Continually Improving Product

Erick C.

Role: Information Technology
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

All in one package.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Fairly standard industry offering but bundles multiple nice features into one package - analytics, ticketing and automation.

What is your favorite aspect of this product?

I would say the multilingual support is a standout feature.

What do you dislike most about this product?

it has high subscription costs.

What recommendations would you give to someone considering this product?

Evaluate what you are looking for the product to do and how you are going to scale in the future and see if Zendesk is right for you. It does offer a nice breadth of features.

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

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

91 Plan to Renew

1 Since last award

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+83 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

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

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

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.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

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

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

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

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

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

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

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.

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 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.

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.

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.

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

Samson O.

A considerable user support platform

Likeliness to Recommend

Pros

Erick C.

All in one package.

Likeliness to Recommend

Megha N.

Streamlining customer service with ease

Likeliness to Recommend

Pros

Most Popular Zendesk for Service Comparisons

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1
Since last award

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Agent Scripting

Customer Service Knowledge Management

Agent Collaboration

Contact Center Integration

Intelligent Search

Customer Service Workflow Management

Analytics and Reporting

Mobile Customer Care

Multi Channel Support

Customer Community Management

Vendor Capability Ratings

Ease of Data Integration

Business Value Created

Ease of IT Administration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training