This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-877-281-0480 (US/CAN) or
+1-519-936-2659 (International)

Zendesk

Zendesk for Service

Composite Score

8.2 /10

CX Score

8.4 /10

173 Reviews Write a Review

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

Filter By

1 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2024

1 Top Rated Capabilities

0 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

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

{y}

{name}

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

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

Average 76

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

Also Featured in...

Knowledge Management

Translation missing: en.product_page.ratings.score 8.0

View Zendesk for Service in this category (opens in a new tab)

IT Service Management - Midmarket

Translation missing: en.product_page.ratings.score 7.8

View Zendesk for Service in this category (opens in a new tab)

Zendesk for Service Reviews

Barbara W.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2020

Convenient chat tool for connecting with clients.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Great and convenient tool with great unique features.

What is your favorite aspect of this product?

The back end management system is extremely user friendly and takes little time to learn how to deploy it.

What do you dislike most about this product?

The only minor dislike is that if the client you were chatting or communicating with goes offline the messages or conversation with him or her gets erased.

What recommendations would you give to someone considering this product?

So far a software you can trust mostly in communication and support services.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Ardin M.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2020

A robust tool for support teams

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

The ease of use, the ability to integrate with 3rd party apps and the overall the extend of customization (macros, triggers and other rules that you can implement)

What is your favorite aspect of this product?

Integrations and Support ticket views are one of my favorite features of zendesk. They allow me to improve my work-flows and easily tackle my daily work in zendesk.

What do you dislike most about this product?

One thing I dislike is the fact that I have to re-download attachments if I have to insert them into internal notes. There should be a way to insert them without having to re-download.

What recommendations would you give to someone considering this product?

You might need high-end plans, so I suggest you start with the basic one and upgrade as needed.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Cons

Slower Product Innovation
Commodity Features

Donna G.

Role: C-Level
Industry: Gaming and Hospitality
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2020

Easy to use. Flexible and fair negotiations.

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Omnichannel support

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

All elements are added cost per agent

What recommendations would you give to someone considering this product?

It’s a great product

Pros

Reliable
Performance Enhancing
Enables Productivity
Caring

How We Deliver

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

83 Likeliness to Recommend

1 Since last award

93 Plan to Renew

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love Zendesk for Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

Knowledge Management

IT Service Management - Midmarket

Zendesk for Service Reviews

Barbara W.

Convenient chat tool for connecting with clients.

Likeliness to Recommend

Pros

Ardin M.

A robust tool for support teams

Likeliness to Recommend

Pros

Cons

Donna G.

Easy to use. Flexible and fair negotiations.

Likeliness to Recommend

Pros

Title

1
Since last award

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