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Zendesk for Service
8.2 /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.

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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.

83 Likeliness to Recommend

1
Since last award

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value


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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?

3% Negative
15% Neutral
82% Positive

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

80

Customer Service Knowledge Management

79

Contact Center Integration

79

Agent Scripting

79

Customer Service Workflow Management

79

Intelligent Search

79

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Ease of Implementation

79

Quality of Features

79

Business Value Created

78

Ease of Data Integration

78

Ease of IT Administration

78

Usability and Intuitiveness

77

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

Ruth K.

  • Role: Operations
  • Industry: Education
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2021

Effective but can be improved

Likeliness to Recommend

8 /10

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
Validated Review
Anonymous Reviewer

Submitted Oct 2021

Good Product, Easy to use, Client Friendly

Likeliness to Recommend

8 /10

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Trustworthy

Cons

  • Slower Product Innovation

Audrey H.

  • Role: Operations
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2021

Helps me stay organized and efficient!

Likeliness to Recommend

7 /10

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