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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.

Company Details


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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

Maria M.

  • Role: Operations
  • Industry: Retail
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Aug 2021

Easy to set up and good configuration posibilities

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

That it integrates just in one place multichannel tools, and has a great amount of integrations in their marketplace

What is your favorite aspect of this product?

How easy is to use

What do you dislike most about this product?

Some features are a little bit old-fashioned and they need to improve them

What recommendations would you give to someone considering this product?

If it's your firt time with a CRM, this is the best option. They have a big community who you can talk to and ask them for advice if you need to.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Supriya T.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2021

Easy to integrate and worthy customer support tool

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

- Its customer service - Presales and post sales service - Is feasible and compatible enough to integrate with any social applications - It helps in answering customer queries from anywhere and in most easy manner - Triggers it has to offer - Commenting is very easy - Highly productive because of its features

What is your favorite aspect of this product?

-Presales and post sales support . Before going for this product , we have interacted with pre sales teams many time. It all started with demo and later we were given a trial pack with all the features in active state. we explored the application , connected with support team and got clarified all our queries. They answered all our queries and shown ed the importance of customer support tool. The kind of value it adds to your business is something I still enjoy using it . Because it makes your job very easy as it can easily connect to any 3rd party or social applications. - Response time is high , as a result productivity increases.

What do you dislike most about this product?

While integrating with social account , we have to work hard with support team. Integrating of some social accounts is not a easy affair

What recommendations would you give to someone considering this product?

If you are developing a application and you foresee heavy traffic coming to you regarding the most tiniest to most complex thing in the form of tickets , in the form of comments, then you must have it to reply back to customers

Pros

  • Helps Innovate
  • Efficient Service
  • Inspires Innovation
  • Caring

ADITYA R.

  • Role: Industry Specific Role
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2021

Feature rich, easy to use, & cost-effective

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Highly customized system for a ticket, feature-rich, much easier to automate tasks with the help of Zendesk, templates are highly customized, facilitates answering to multiple tickets at a time, nice API Integration, ease of use, and makes it simpler to track metrics.

What is your favorite aspect of this product?

1. One of the best ticket management systems in the world 2. Offers valuable & actionable insights & makes it easier to analyze the performance 3. Far better than its competitors like Freshdesk in terms of innovative features, customer service, and above all cost.

What do you dislike most about this product?

1. Too many limitations - cannot use and & OR function 2. Highly expensive 3. Add-on’s are not free 4. I had challenges in adding & updating the users

What recommendations would you give to someone considering this product?

Focus on minimizing the cost, as well as the limitations and improve the features

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity