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Zendesk for Service Logo
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Zendesk

Zendesk for Service

Composite Score
8.5 /10
CX Score
8.8 /10
Category
Zendesk for Service
8.5 /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.

85 Likeliness to Recommend

93 Plan to Renew

79 Satisfaction of Cost Relative to Value

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Since last award


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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.

+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?

1% Negative
9% Neutral
90% Positive

Pros

  • Reliable
  • Respectful
  • Security Protects
  • Performance Enhancing

Feature Ratings

Average 81

Customer Service Knowledge Management

82

Customer Self Service Capabilities

82

Agent Collaboration

81

Contact Center Integration

81

Multi Channel Support

80

Agent Scripting

80

Analytics and Reporting

80

Customer Service Workflow Management

80

Intelligent Search

80

Mobile Customer Care

80

Customer Community Management

78

Vendor Capability Ratings

Average 78

Business Value Created

80

Usability and Intuitiveness

80

Ease of IT Administration

80

Ease of Data Integration

80

Ease of Implementation

80

Quality of Features

80

Breadth of Features

79

Product Strategy and Rate of Improvement

78

Ease of Customization

76

Vendor Support

75

Availability and Quality of Training

75

Zendesk for Service Reviews

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

Gregory D.

  • Role: Information Technology
  • Industry: Electronics
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2023

One of the best service management solutions

Likeliness to Recommend

9 /10

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
Validated Review
Verified Reviewer

Submitted Jan 2026

A Reliable, Scalable Support Platform We Trust

Likeliness to Recommend

7 /10

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

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