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Zendesk

Zendesk for Service

Composite Score
8.0 /10
CX Score
8.1 /10
Zendesk for Service
8.0 /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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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.

87 Likeliness to Recommend

97 Plan to Renew

1
Since last award

81 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?

5% Negative
9% Neutral
86% Positive

Pros

  • Security Protects
  • Performance Enhancing
  • Respectful
  • Acts with Integrity

Feature Ratings

Average 80

API Integration

84

Configurable Knowledge Repository

82

Role-Based Access

81

Rich Text Editor

80

Intelligent Search

80

Reporting and Analytics

75

Vendor Capability Ratings

Average 77

Ease of Implementation

83

Business Value Created

83

Quality of Features

79

Usability and Intuitiveness

78

Vendor Support

78

Ease of Data Integration

77

Availability and Quality of Training

77

Breadth of Features

76

Ease of IT Administration

75

Ease of Customization

75

Product Strategy and Rate of Improvement

74

Zendesk for Service Reviews

Tamika M.

  • Role: C-Level
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2024

Full support for social networks and websites.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

The main difference is that Zendesk offers better connectivity with social networks, which helps to collect each of the messages received on social networks in a single inbox and thus address customer requests in an easier way. Zendesk also allows you to work together to handle each of the support tickets, so the entire team of company agents can easily handle each of the requests, divide the tickets among all the agents and thus give a priority response time.

What is your favorite aspect of this product?

I like Zendesk's notification system, this notification system sends alerts to all linked devices and so you can be aware of when you receive new support tickets. Zendesk also offers a live support system, where we can open a live chat with customers through our website, add opening hours for that live chat and closing time, in addition, the live chat system offers a queue function which allows us to serve all customers in an orderly manner. Zendesk has a complete ticket history which allows us to fully track each ticket individually.

What do you dislike most about this product?

Zendesk offers a very complete system for customer service and so far I have not had any problems, I have been able to attend to all tickets for my technology company, managing to attend to new requests from all customers in record time. The platform in general behaves very well and has not given me any problems, it is very complete.

What recommendations would you give to someone considering this product?

My main recommendation is to use Zendesk in conjunction with or integrated with the company's social networks, in order to get the most benefit and be able to attend to many more requests within the same support panel. This integration allows you to add bots to social networks and thus attend to basic requests from customers on social networks.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity

Peter S.

  • Role: Information Technology
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2024

Amazing product!

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

By tracking the most important customer service metrics in one place, monitor support request trends And measure customer satisfaction this makes Zendesk unique

What is your favorite aspect of this product?

Its ability to track the most important customer service metrics in one place, monitoring of support request trends and capability to measure customer satisfaction

What do you dislike most about this product?

None at the moment

What recommendations would you give to someone considering this product?

It is a need to have tool, if you need an analysis of various trends within your organization or business

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Unique Features

Hanifat O.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Nov 2024

Fantastic product, great features

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Quite efficient!

What is your favorite aspect of this product?

Ticket tracking and efficiency

What do you dislike most about this product?

Nothing for now.

What recommendations would you give to someone considering this product?

I highly recommend

Pros

  • Continually Improving Product
  • Enables Productivity
  • Trustworthy
  • Unique Features

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