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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83 Likeliness to Recommend
1
Since last award
92 Plan to Renew
1
Since last award
78 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+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
Customer Service Workflow Management
Intelligent Search
Agent Collaboration
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
Ruth K.
- Role: Operations
- Industry: Education
- Involvement: End User of Application
Submitted Oct 2021
Effective but can be improved
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It has many useful integrations, is easy to manage and provides high level of autonomy
What is your favorite aspect of this product?
The autonomy
What do you dislike most about this product?
The lack of reporting, for example for the Knowledge Base where they recommend you using Google Analytics... Or that a feature so basic as Side conversation is so pricey or that they decide to remove a feature like "decompose" in Explore and they have to roll back because a lot of clients need that
What recommendations would you give to someone considering this product?
Overall, it is a very good product
Pros
- Respectful
- Performance Enhancing
- Enables Productivity
- Efficient Service
Cons
- Inhibits Innovation
- Slower Product Innovation
- Less Effective Service
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Oct 2021
Good Product, Easy to use, Client Friendly
Likeliness to Recommend
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Trustworthy
Cons
- Slower Product Innovation
Audrey H.
- Role: Operations
- Industry: Consulting
- Involvement: End User of Application
Submitted Oct 2021
Helps me stay organized and efficient!
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Use of macros and adding/removing assignees is very helpful and efficient.
What is your favorite aspect of this product?
The ability for internal only emails as well as macros.
What do you dislike most about this product?
The internal email feature is sometimes confused with incoming emails from outside the normal conversation. For example if someone else in the company responds to the email thread it looks as if it is an internal email.
What recommendations would you give to someone considering this product?
It is very user friendly minus a few hiccups but you get used to them quickly. Hopefully this is something that will be updated in the future.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Effective Service
Cons
- Slower Product Innovation