Zendesk

Zendesk for Service

Composite Score

8.3 /10

CX Score

8.5 /10

194 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.

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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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

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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

14% Neutral

84% Positive

Pros

Reliable
Respectful
Acts with Integrity
Efficient Service

Feature Ratings

Average 78

Agent Scripting

Customer Self Service Capabilities

Contact Center Integration

Agent Collaboration

Customer Service Knowledge Management

Intelligent Search

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

Ease of IT Administration

Quality of Features

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Vendor Support

Availability and Quality of Training

Also Featured in...

IT Service Management - Midmarket

Score 8.1

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

Knowledge Management

Score 7.9

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

Zendesk for Service Reviews

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

Kiran K.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2021

Great product. Does what it was purchased for

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Its best for simple, low cost customer support implementation.

What is your favorite aspect of this product?

Its cost effective deployment and maintenance for freemium customers.

What do you dislike most about this product?

Integration

What recommendations would you give to someone considering this product?

Its cost effective deployment and maintenance for freemium customers.

Pros

Generous Negotitation
Friendly Negotiation
Performance Enhancing
Trustworthy

Role: C-Level
Industry: Not for Profit
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Sep 2020

It is brand new, so I am on a learning curve, but

Likeliness to Recommend

7 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Cons

Under Delivered

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

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

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

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

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

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.

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

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.

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.

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.

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...

IT Service Management - Midmarket

Knowledge Management

Zendesk for Service Reviews

Javier D.

Good Cloud Solution for incident management

Likeliness to Recommend

Pros

Kiran K.

Great product. Does what it was purchased for

Likeliness to Recommend

Pros

It is brand new, so I am on a learning curve, but

Likeliness to Recommend

Pros

Cons

Most Popular Zendesk for Service Comparisons

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1
Since last award

Feature Ratings

Agent Scripting

Customer Self Service Capabilities

Contact Center Integration

Agent Collaboration

Customer Service Knowledge Management

Intelligent Search

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

Ease of IT Administration

Quality of Features

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Vendor Support

Availability and Quality of Training