Zendesk

Zendesk for Service

Composite Score

8.4 /10

CX Score

8.6 /10

213 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

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:: 89%
Negotiation and Contract:: 80%
Conflict Resolution:: 83%
Strategy & Innovation:: 81%
Service Experience:: 87%

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.

+84 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

12% Neutral

86% Positive

Pros

Reliable
Respectful
Performance Enhancing
Acts with Integrity

Feature Ratings

Average 79

Customer Self Service Capabilities

Customer Service Knowledge Management

Agent Scripting

Contact Center Integration

Intelligent Search

Agent Collaboration

Customer Service Workflow Management

Analytics and Reporting

Mobile Customer Care

Customer Community Management

Multi Channel Support

Vendor Capability Ratings

Average 77

Ease of Data Integration

Ease of IT Administration

Business Value Created

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

Imtiyaz S.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Great Product for Service Management

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Zendesk for Service stands out with its unified platform, customizable workflows, scalability, robust analytics, seamless integrations, focus on customer experience and AI-driven automation.

What is your favorite aspect of this product?

1. Better Reporting and Analytics 2. Customization options

What do you dislike most about this product?

Cost and Customer Support

What recommendations would you give to someone considering this product?

1. Understand Your Needs - Before diving into any software evaluation, it's crucial to understand your organization's specific customer service needs. 2. Explore Features- Zendesk offers a range of features for customer support, including ticket management, knowledge base, live chat, reporting & analytics, automation, and integrations with CRM and other tools. 3. Explore these features in detail to see how well they align with your requirements.

Pros

Saves Time
Performance Enhancing
Enables Productivity
Trustworthy

Miguel N.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Good Product, awful Customer Care experience

Likeliness to Recommend

5 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has great capabilities when has been correctly configured, but is too expensive for what it does.

What is your favorite aspect of this product?

None, all of the features are widely availiable in other software that does the same thing and cheaper.

What do you dislike most about this product?

Pricing and support.

What recommendations would you give to someone considering this product?

look somewhere else, maybe freshdesk, or zoho.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Less Efficient Service
Less Effective Service
Less Caring

Jennifer L.

Role: Information Technology
Industry: Not for Profit
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Great value for money product

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Easy to use, affordable, customisable, flexible contracts

What is your favorite aspect of this product?

Quick to implement

What do you dislike most about this product?

The admin User interface for different zen desk services could be more integrated but a minor thing

What recommendations would you give to someone considering this product?

Do it if looking for an off the shelf product and if you need a flexible contract

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

+84 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.

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

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.

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 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).

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

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

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

Imtiyaz S.

Great Product for Service Management

Likeliness to Recommend

Pros

Miguel N.

Good Product, awful Customer Care experience

Likeliness to Recommend

Pros

Cons

Jennifer L.

Great value for money product

Likeliness to Recommend

Pros

Most Popular Zendesk for Service Comparisons

HubSpot Service Hub

Salesforce Service Cloud

Freshdesk

Microsoft Dynamics 365 for Customer Service

Zoho Desk

Oracle Service

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Customer Service Knowledge Management

Agent Scripting

Contact Center Integration

Intelligent Search

Agent Collaboration

Customer Service Workflow Management

Analytics and Reporting

Mobile Customer Care

Customer Community Management

Multi Channel Support

Vendor Capability Ratings

Ease of Data Integration

Ease of IT Administration

Business Value Created

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