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
Also Featured in...
Zendesk for Service Reviews
Ankit G.
- Role: Finance
- Industry: Finance
- Involvement: IT Leader or Manager
Submitted Nov 2023
Zendesk is super easy to use with lot of features
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Support gets back to you pretty quickly and gives you articles or answers your questions, straight forward. Zendesk provides a lot of training material and it's pretty easy to use!
What is your favorite aspect of this product?
My favorite feature is View. You can create many views depending on your requirements and put a lot of filters. It will help in reporting.
What do you dislike most about this product?
The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.
What recommendations would you give to someone considering this product?
If you are looking for highly customizable ticketing tool then go for Zendesk
Pros
- Unique Features
- Generous Negotitation
- Includes Product Enhancements
- Helps Innovate
Cons
- Less Performance Enhancing
- Less Efficient Service
- Less Friendly Negotiation
Tanmay J.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2023
good product
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The capabilities like integrating support apps which can developed by us as developers and not just one but multiple applications based on our requirements.
What is your favorite aspect of this product?
Support app integration
What do you dislike most about this product?
The documentation is hard to read and understand.
What recommendations would you give to someone considering this product?
It's a good app. Make sure to understand the support app integration part
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Carl O.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Oct 2023
Simply the best Customer Service CRM
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk provides personable and customisable setups, from automations and tagging, right through to assigning.
What is your favorite aspect of this product?
Without a doubt, chatbot. I think chatbot is an incredible feature which allows for an automated client services setup to filter out the very easy client queries, before using up valuable employee resource, which saves us time and money each day.
What do you dislike most about this product?
The reporting I think leaves a lot to be desired. It's quote clunky and takes a bit of getting used to. I now have the reports and dashboards I need for my monthly reporting, but setting that up was quite arduous.
What recommendations would you give to someone considering this product?
It's one of the best CRMs out there, it's very simple to set up, and easy for new users to acclimatise to it.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
