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Zendesk

Zendesk for Service

Composite Score
8.2 /10
CX Score
8.4 /10
Category
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.

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


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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?

3% Negative
14% Neutral
83% 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

Agent Collaboration

78

Intelligent Search

78

Customer Service Workflow Management

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

77

Usability and Intuitiveness

77

Breadth of Features

75

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

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

Manoj K.

  • Role: Sales Marketing
  • Industry: Media
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jun 2021

Perfect Help desk tool

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

- Its ability to integrate with any social networks - It requires minimal efforts to integrate any social platform with Zendesk (supports 3rd party integrations) - Improves efficiency of employees - Hassel free to use - Support team are available round the clock - Adds great value to the business - Makes job easy - Ticketing

What is your favorite aspect of this product?

- Ticketing system, it helps in addressing and replying customers queries very fast - Any queries coming from any platform can be integrated and addressed in no time - We can create and assign tickets to colleagues or people from specific team

What do you dislike most about this product?

Mobile applications should be more easily be accessible

What recommendations would you give to someone considering this product?

If you are into service based or product based company where you have to deal/respond with/to customers in most fastest way then this is one of the best help desk tool available in the market . It will save lot of time, it is efficient and will certainly employees in handling customer queries in most efficient way

Pros

  • Reliable
  • Enables Productivity
  • Unique Features
  • Effective Service

Hammad B.

  • Role: Consultant
  • Industry: Telecommunications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jun 2021

A Complete Omni Channel...

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

It’s a complete ticketing solution with user friendly accessibility. In addition, you do not need to be a professional technical person in order to configure Zendesk and creating the macros, which is helpful. Moreover the report which is generated from Zendesk is very detailed and help us to track down employees' progress and productivity.

What is your favorite aspect of this product?

The reporting tool gives you detailed business insights. The rules feature can delete unnecessary or junk message automatically also, you can route the ticket to relevant person via rules features. It’s a user friendly application; you might won't need to train your staff on Zendesk. If they have basic knowledge of omini channel. Multi-channel support: email, web, phone, chat, social media. Knowledge base portal and community forums included.

What do you dislike most about this product?

You might need technical staff to configured or deploy Zendesk in your organization. It’s bit expensive, if you want to avail all features.

What recommendations would you give to someone considering this product?

We have a contact center; and we need to communicate wit hour customer through different channel, i.e. Social Media, Chat, Call etc. Zendesk gives you a platform to interact with the customer on a single platform.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing