In Partnership With SelectHub
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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In Partnership With SelectHub
Zendesk for Service Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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
79 Satisfaction of Cost Relative to Value
1
Since last award
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?
Pros
- Reliable
- Respectful
- Acts with Integrity
- Performance Enhancing
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Customer Service Knowledge Management
Contact Center Integration
Intelligent Search
Agent Scripting
Agent Collaboration
Analytics and Reporting
Customer Service Workflow Management
Multi Channel Support
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Ease of Data Integration
Business Value Created
Ease of IT Administration
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...
Zendesk for Service Reviews
Marie Antonella G.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Jan 2022
Effectively integrate communication channels
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
When you seek to have a fast, simple and personalized communication with each and every customer. Zendesk must be implemented, a powerful tool, a flexible and customizable platform. It allows integrating all the communication channels that companies use to communicate with their customers. It can be adapted, configured and customized with the appearance and functionality of the software. allows integration with Marketing Automation tools such as Mailchimp to manage email campaigns.
What is your favorite aspect of this product?
Zendesk is the ideal customer service platform for our company. The user-friendly inbox feature makes it easy for anyone to join the team and start working on support. Integration with multiple platforms for communication makes this the ideal tool. You can have all of our website, social media, and email communication in one place. The API and App frameworks are very well implemented and provide a framework for creating custom applications to call our Zendesk account for automation and updates.
What do you dislike most about this product?
Duplicate messages are frustrating when the ticket system is open and unassigned. Although Zendesk displays all messages in an inbox, you must constantly refresh the inbox to get the most up-to-date inbox messages.
What recommendations would you give to someone considering this product?
Zendesk is excellent customer service. Customers can get support tickets through this app or via email sent to Zendesk. This makes the attention and support offered to the client more efficient.
Pros
- Reliable
- Enables Productivity
- Inspires Innovation
- Caring
Please tell us why you think this review should be flagged.
Blake C.
- Role: Operations
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Jan 2022
Solid, reliable ticketing system
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Creates a great all in one spot for customer support agents to assist customers, create a knowledge base, and build reports. Several integrations with tools we already use are available and easy to use.
What is your favorite aspect of this product?
Ideal tool for customer service teams who primarily assist customers by phone and email. Ticket forms are easy to customize and the end user interface is clear and easy to use. It also allows for a knowledge base to be hosted in the same place, with insights about searches and article views in a way that's directly incorporated into ticketing.
What do you dislike most about this product?
Building reports in Explore is clunky and time-consuming. While it expands functionality over the old Insights tool, the ease of use took a sharp decline. Also, the search in the knowledge base side can be a little finicky and sometimes needs a perfect match to return the correct article.
What recommendations would you give to someone considering this product?
Consider the end user needs vs. reporting needs and ensure that adequate time is allowed for those on admin duties to build reports and dashboards. Overall a very good product that works well, but changes can't always be made quickly.
Pros
- Reliable
- Respectful
- Performance Enhancing
- Enables Productivity
Please tell us why you think this review should be flagged.
Vincent F.
- Role: Operations
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Jan 2022
It's pretty basic
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
No significant differentiation from other services other than it's pretty inexpensive.
What is your favorite aspect of this product?
API access
What do you dislike most about this product?
Disappointing UI choices, many proposed ideas which are critical have never been implemented, focus on other parts of the service offering leaves the Service product to languish
What recommendations would you give to someone considering this product?
Jump in and get going. Use macros and email channels. Get familiar with the APIs and use them whenever possible.
Pros
- Reliable
- Enables Productivity
- Saves Time
- Friendly Negotiation
Cons
- Leverages Incumbent Status
- Inhibits Innovation
- Slower Product Innovation
Please tell us why you think this review should be flagged.
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