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Zendesk

Zendesk for Service

Composite Score

8.5 /10

CX Score

8.8 /10

241 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

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Awards & Recognition

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

Filter By

1 Top Rated Capabilities

2 Top Rated Features

2025

1 Top Rated Capabilities

0 Top Rated Features

2024

1 Top Rated Capabilities

0 Top Rated Features

2023

Service Experience
Contract Negotiation

2022

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.

85 Likeliness to Recommend

93 Plan to Renew

79 Satisfaction of Cost Relative to Value

1
Since last award

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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.

+87 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?

1% Negative

9% Neutral

90% Positive

Pros

Reliable
Respectful
Security Protects
Performance Enhancing

Feature Ratings

Average 81

Customer Service Knowledge Management

Customer Self Service Capabilities

Agent Collaboration

Contact Center Integration

Multi Channel Support

Agent Scripting

Analytics and Reporting

Customer Service Workflow Management

Intelligent Search

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Average 78

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Ease of Data Integration

Ease of Implementation

Quality of Features

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training

Also Featured in...

IT Service Management - Midmarket

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Knowledge Management

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

Zendesk for Service Reviews

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

Javier D.

Role: Consultant
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2020

Good Cloud Solution for incident management

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

It is a solution completely in the cloud, so its deployment is very fast.

What is your favorite aspect of this product?

Being a solution in the cloud, as many customers as engineers can access it from any device at all times, only Internet access is required.

What do you dislike most about this product?

The only thing I dislike is that I don't have a powerful knowledge base.

What recommendations would you give to someone considering this product?

If a solution is required that allows customers to open incidents and then be assigned, prioritized, and then statistics and various reports can be taken very quickly and efficiently, this is the solution they need.

Pros

Reliable
Performance Enhancing
Over Delivered
Includes Product Enhancements

Kiran K.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2021

Great product. Does what it was purchased for

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Its best for simple, low cost customer support implementation.

What is your favorite aspect of this product?

Its cost effective deployment and maintenance for freemium customers.

What do you dislike most about this product?

Integration

What recommendations would you give to someone considering this product?

Its cost effective deployment and maintenance for freemium customers.

Pros

Generous Negotitation
Friendly Negotiation
Performance Enhancing
Trustworthy

How We Deliver

Events

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

85 Likeliness to Recommend

93 Plan to Renew

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+87 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 Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

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

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

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

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

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

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

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

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

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

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

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

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.

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.

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

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

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.

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.

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.

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.

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...

IT Service Management - Midmarket

Knowledge Management

Zendesk for Service Reviews

Ardin M.

A robust tool for support teams

Likeliness to Recommend

Pros

Cons

Javier D.

Good Cloud Solution for incident management

Likeliness to Recommend

Pros

Kiran K.

Great product. Does what it was purchased for

Likeliness to Recommend

Pros

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Schedule Your Call

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Customer Self Service Capabilities

Agent Collaboration

Contact Center Integration

Multi Channel Support

Agent Scripting

Analytics and Reporting

Customer Service Workflow Management

Intelligent Search

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Ease of Data Integration

Ease of Implementation

Quality of Features

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training