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
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
Camille L.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2021
Very intuitive even for beginners
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
I've never tried other softwares since I'm new to it but all of the things I had in mind were available on Zendesk! When I think about a way to organize or scale up my work, Zendesk offers it!
What is your favorite aspect of this product?
How easy, intuitive and customizable it is!
What do you dislike most about this product?
There are so many features that I don't even know. I know I just need to follow trainings...
What recommendations would you give to someone considering this product?
I've been helped and pleased no matter if it was sales related or support/features. Everything seems possible!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Priscila S.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Oct 2021
Good product! Complete e easy to manage
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
There are good features, useful and possible to customize
What is your favorite aspect of this product?
Many possibilities to follow results (good metrics management)
What do you dislike most about this product?
Price is something to consider if the company isn't big, especially because most of the differentials are in more expensive plans.
What recommendations would you give to someone considering this product?
Analyze what you really need and compare it to the features available. This is a great software, but also expensive, then you should use most features to it worths.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Efficient Service
Cons
- Charges for Enhancements