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.
83 Likeliness to Recommend
1
Since last award
93 Plan to Renew
78 Satisfaction of Cost Relative to Value
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?
Pros
- Reliable
- Respectful
- Acts with Integrity
- 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 Self Service Capabilities
Customer Service Knowledge Management
Contact Center Integration
Agent Scripting
Agent Collaboration
Intelligent Search
Customer Service Workflow Management
Multi Channel Support
Analytics and Reporting
Customer Community Management
Mobile Customer Care
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Business Value Created
Ease of Data Integration
Ease of IT Administration
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Availability and Quality of Training
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Zendesk for Service Reviews
Neira H.
- Role: Industry Specific Role
- Industry: Other
- Involvement: End User of Application
Submitted Jul 2023
Great tool for customer-service related businesses
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The interface is sleek and uncluttered, and creating scripts and workflows is a straightforward process. It serves as an excellent customer service solution that businesses can depend on.
What is your favorite aspect of this product?
Extremely simple to set up and start using. Agents quickly embraced and adapted to it. Highly user-friendly and packed with useful features. Additionally, it seamlessly integrates with other systems and custom-built APIs, making it a valuable addition to any setup.
What do you dislike most about this product?
While the automation process could be made somewhat more straightforward, the advantages it offers far outweigh this minor concern.
What recommendations would you give to someone considering this product?
An excellent ticketing system suitable for a Tech Support team that is just beginning in the industry.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Altruistic
Luke G.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Jul 2023
A great all round CS management tool!
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Customer knowledge base is excellent
What is your favorite aspect of this product?
Customer knowledge base / daily reporting
What do you dislike most about this product?
Some setup could be simplified through templates
What recommendations would you give to someone considering this product?
A good CS service engine with a built in customer knowledge base and portal
Pros
- Efficient Service
- Effective Service
- Helps Innovate
- Continually Improving Product
Cons
- Under Delivered
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