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Zendesk for Service Logo
Zendesk

Zendesk for Service

Composite Score
8.2 /10
CX Score
8.4 /10
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Zendesk for Service
8.2 /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 Customer Service - Enterprise 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.

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

80

Customer Service Knowledge Management

79

Contact Center Integration

79

Agent Scripting

79

Customer Service Workflow Management

79

Intelligent Search

79

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Ease of Implementation

79

Quality of Features

79

Business Value Created

78

Ease of Data Integration

78

Ease of IT Administration

78

Usability and Intuitiveness

77

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

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

Donna G.

  • Role: C-Level
  • Industry: Gaming and Hospitality
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2020

Easy to use. Flexible and fair negotiations.

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Omnichannel support

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

All elements are added cost per agent

What recommendations would you give to someone considering this product?

It’s a great product

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Caring

Javier D.

  • Role: Consultant
  • Industry: Telecommunications
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2020

Good Cloud Solution for incident management

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

It is a solution completely in the cloud, so its deployment is very fast.

What is your favorite aspect of this product?

Being a solution in the cloud, as many customers as engineers can access it from any device at all times, only Internet access is required.

What do you dislike most about this product?

The only thing I dislike is that I don't have a powerful knowledge base.

What recommendations would you give to someone considering this product?

If a solution is required that allows customers to open incidents and then be assigned, prioritized, and then statistics and various reports can be taken very quickly and efficiently, this is the solution they need.

Pros

  • Reliable
  • Performance Enhancing
  • Over Delivered
  • Includes Product Enhancements