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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Real user data aggregated to summarize the product performance and customer experience.
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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.
85 Likeliness to Recommend
93 Plan to Renew
79 Satisfaction of Cost Relative to Value
1
Since last award
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.
+87 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?
Pros
- Reliable
- Respectful
- Security Protects
- Performance Enhancing
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Knowledge Management
Customer Self Service Capabilities
Agent Collaboration
Contact Center Integration
Multi Channel Support
Agent Scripting
Analytics and Reporting
Customer Service Workflow Management
Intelligent Search
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Business Value Created
Usability and Intuitiveness
Ease of IT Administration
Ease of Data Integration
Ease of Implementation
Quality of Features
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Vendor Support
Availability and Quality of Training
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Zendesk for Service Reviews
Jennifer L.
- Role: Information Technology
- Industry: Not for Profit
- Involvement: Business Leader or Manager
Submitted Mar 2024
Great value for money product
Likeliness to Recommend
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
Gregory D.
- Role: Information Technology
- Industry: Electronics
- Involvement: IT Leader or Manager
Submitted Jul 2023
One of the best service management solutions
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has become a de facto industry standard and is used by many companies across the world. It has great features for customer support, however it still lacks functionalities to manage an internal (e.g. ITIL based) service desk.
What is your favorite aspect of this product?
The ease of use is one of the best things about this solution, together with the breadth of features.
What do you dislike most about this product?
The solution is quite pricey for internal use if you have a lot of customer service agents as it is priced per technician. The fact that there is no on-prem solution can be an issue with GDPR, as the data is all stored in the cloud.
What recommendations would you give to someone considering this product?
Run a trial period prior to purchase.
Pros
- Enables Productivity
- Reliable
- Performance Enhancing
- Effective Service
Cons
- Vendor Friendly Policies
- Less Generous
- Leverages Incumbent Status
Amos V.
- Role: C-Level
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2026
A Reliable, Scalable Support Platform We Trust
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
We did not do a broad comparison across many support vendors. Because of that, it is hard for us to say how Zendesk is different from other platforms. The features we use seem like things most modern support tools would also provide. Zendesk met our needs at the time, which is why we selected it, rather than it standing out based on unique features.
What is your favorite aspect of this product?
Overall Zendesk has been an effective tool for us ensuring most of our incoming tickets are handled by our support staff effectively.
What do you dislike most about this product?
There are issues with our sales team claiming and sending email to claim possible opportunities that come through zendesk. Often, the sales email will not send to cc'ed email address.
What recommendations would you give to someone considering this product?
Yes. It is reasonably priced and covers a small operation well.
Pros
- Reliable
- Enables Productivity
- Performance Enhancing
- Respectful
Cons
- Vendor Friendly Policies
