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
Wesley A.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Apr 2021
Fantastic email support platform.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has been around for a while and has become a well-recognised platform for providing support. It works very well.
What is your favorite aspect of this product?
Being able to manage and track multiple support cases with ease. Every agent knows who is dealing with what and when, so it's great to use for a customer support role.
What do you dislike most about this product?
It is a little old-hat now and the UI needs an overhaul. It feels very 90's in the look and feel, and falls behind many other SaaS platforms nowadays in that respect.
What recommendations would you give to someone considering this product?
If you can get past the way it looks, it works fantastically well when set up correctly.
Pros
- Enables Productivity
- Security Protects
- Reliable
- Performance Enhancing
Nitish T.
- Role: Information Technology
- Industry: Gaming and Hospitality
- Involvement: IT Leader or Manager
Submitted Apr 2021
Fantastic product
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Integration features is good
What is your favorite aspect of this product?
KB articles and Customer satisfaction review after ticket
What do you dislike most about this product?
Chat feature
What recommendations would you give to someone considering this product?
Just need to integrate with all the RMM tools to make it better
Pros
- Efficient Service
- Effective Service
- Caring
- Saves Time
Kate Eileen T.
- Role: Sales Marketing
- Industry: Electronics
- Involvement: End User of Application
Submitted Apr 2021
Effective customer service
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk is the solution that offers the best features for optimal and personalized customer service. Allowing to improve communication between the company and its clients. It provides multiple benefits for the company, such as increasing productivity and satisfaction rates. Zendesk's customer support can be highlighted via email, phone line, social media, and real-time chat using an app.
What is your favorite aspect of this product?
The design is quite intuitive and works well in almost any browser. It has an excellent interface with tabs to see several tickets at the same time. It has a built-in efficient phone support for communication with customers. Zendesk offers the advantage of keeping a record on the ticket of all interactions that occur with the customer. It allows to maintain a fluid communication with clients with messaging, live chat and email. Also, it offers the advantage that it can be integrated with numerous applications.
What do you dislike most about this product?
Newer users are often confused when browsing different support tickets and their analysis tool can be a bit fiddly to use.
What recommendations would you give to someone considering this product?
With Zendesk you can provide a more seamless support experience for the user. Being able to interact with customers and stay in communication with them throughout the support ticket process are characteristics that Zendesk effectively brings to the organization.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity