Zendesk

Zendesk for Service

Composite Score

8.2 /10

CX Score

8.4 /10

172 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

Latest Award, 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

1
Since last award

78 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?

3% Negative

15% Neutral

82% Positive

Pros

Reliable
Respectful
Acts with Integrity
Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Agent Scripting

Customer Service Workflow Management

Intelligent Search

Agent Collaboration

Multi Channel Support

Analytics and Reporting

Customer Community Management

Mobile Customer Care

Vendor Capability Ratings

Average 76

Ease of Implementation

Quality of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

Availability and Quality of Training

Also Featured in...

Knowledge Management

Score 7.9

View Zendesk for Service in this category (opens in a new tab)

IT Service Management - Midmarket

Score 7.8

View Zendesk for Service in this category (opens in a new tab)

Zendesk for Service Reviews

Andrea L M.

Role: Sales Marketing
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2020

The best option to consider for online support.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk Support differs from other platforms by offering a much easier to use service. There are other platforms that offer customer service, however, they have a complex process where various configurations must be made to have an active chat or to maintain consistent notifications for the tickets received. I consider that Zendesk Support is very easy to use, attending and closing all kinds of tickets is something that is done in a matter of seconds and speeds up the work a lot, in addition, its online and real-time support system works perfectly, very stable.

What is your favorite aspect of this product?

Zendesk Support offers the ability to embed a chat on a specific company website. I think this chat works too efficiently. Currently we serve clients through this medium and it is fantastic to be able to say that this chat is totally stable and interactive, it allows us to communicate with clients in different ways, send and receive all kinds of images that help solve the client's problems and also allows create a ticket quickly to be served by another sector of the company. This chat is too complete and helps light communication with the client.

What do you dislike most about this product?

The only factor or functionality that I don't like about this platform is its App for mobile phones. This App offers a service in which the user can offer real-time support and quick attention to the tickets received, however, the reality is different, the App works very slowly when it comes to receiving the tickets , because it takes time to reflect the tickets that have been received recently. I would like this App to have a much faster reception of information to speed up the service process.

What recommendations would you give to someone considering this product?

I would definitely recommend this platform because its version for computers will offer an immediate attention service for each client. Zendesk Support has a chat system which helps customers solve all their questions in a matter of minutes. The Zendesk Support system allows the rapid dispatch of all types of tickets to other colleagues in the company, in order to offer better customer service. Zendesk Support is definitely the best option to consider.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Audrey R.

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

Validated Review

Verified Reviewer

Submitted Oct 2020

Customer Service Help from Zendesk Support.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Supporting customers complaints is something that Zendesk Support has enhanced. Again, Zendesk Support has introduced all the support system factors, hence, improving the level of customer's satisfaction. This product has a Live Chat, a feature that is great for help desk purposes.

What is your favorite aspect of this product?

Zendesk Support includes all the necessary factors that supports help desk, and this allows customers express their desires. Again, Zendesk Support acts as a research approach that helps customers air their needs. Again, Zendesk Support includes different platforms that provide the best assistance to clients.

What do you dislike most about this product?

Zendesk Support is a program that foster diversity since all customers from all corners get heard. Again, the software makes sure that digital technology is well embedded to solve the problems.

What recommendations would you give to someone considering this product?

Zendesk Support is a program to access and to work on. In fact, the tool is extremely useful in fostering a successful business communication program that brings customers on board.

Pros

Helps Innovate
Reliable
Enables Productivity
Unique Features

John F.

Role: Operations
Industry: Banking
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2020

Excellent in addressing all customer needs

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Its versatile and executes a number of functions and this ensures that all organization acquires value for invested money.

What is your favorite aspect of this product?

It has enabled us offer reliable customer support services to our clients and this ensures that we maintain a stable and loyal customer base that helps our company grow. It has a simple user-interface and our staff are able to use the platform reliably without any delay at all.

What do you dislike most about this product?

Some of our less tech savvy users had a steep learning curve in understanding how to use the platform

What recommendations would you give to someone considering this product?

Its an excellent platform that helps all users implement and offer reliable customer services to all users

Pros

Helps Innovate
Reliable
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

1 Since last award

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love Zendesk for Service?

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.

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.

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.

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

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

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

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

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

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

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

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

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.

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

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

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.

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.

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

Andrea L M.

The best option to consider for online support.

Likeliness to Recommend

Pros

Audrey R.

Customer Service Help from Zendesk Support.

Likeliness to Recommend

Pros

John F.

Excellent in addressing all customer needs

Likeliness to Recommend

Pros

1
Since last award

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Agent Scripting

Customer Service Workflow Management

Intelligent Search

Agent Collaboration

Multi Channel Support

Analytics and Reporting

Customer Community Management

Mobile Customer Care

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

Availability and Quality of Training