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Zendesk

Zendesk for Service

8.2 /10

171 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

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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.

82 Likeliness to Recommend

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+79 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

Customer Service Knowledge Management

Contact Center Integration

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Agent Collaboration

Multi Channel Support

Analytics and Reporting

Customer Community Management

Mobile Customer Care

Vendor Capability Ratings

Average 76

Quality of Features

Ease of Implementation

Business Value Created

Ease of IT Administration

Ease of Data Integration

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

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

IT Service Management - Midmarket

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

Zendesk for Service Reviews

Camilla L.

Role: Information Technology
Industry: Entertainment
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Dec 2023

I like the clean and intuitive way of Zendesk

Likeliness to Recommend

5 /10

What differentiates Zendesk for Service from other similar products?

Not that many extra features in the version I worked with

What is your favorite aspect of this product?

Schedule feature

What do you dislike most about this product?

Missing some neat features

What recommendations would you give to someone considering this product?

If it is within ur budget and you need a small easy to use program , why not

Elman M.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Amazing product, easy to use.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

It provides a variety of features like chat, and ticket allocation, and provides accurate and also up to date information of all the data that you have stored. Amazing customer service and very responsive.

What is your favorite aspect of this product?

The chat feature which allows to provide live service, the storage of information, and how it is presented. The interface is very clear and integration with other tools is very smooth providing an even better service.

What do you dislike most about this product?

That is not that user-friendly, it takes time to get to know every feature, besides that sometimes when it gets updated some features become slow but this is just for short period of time. Besides the mentioned before there is no other major complaint.

What recommendations would you give to someone considering this product?

Do not hesitate to use it since it will enhance their services providing one of the best tools in this category, is simply fun to use, the only thing to take into consideration is to have time to learn to master every feature.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ankit G.

Role: Finance
Industry: Finance
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Zendesk is super easy to use with lot of features

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Support gets back to you pretty quickly and gives you articles or answers your questions, straight forward. Zendesk provides a lot of training material and it's pretty easy to use!

What is your favorite aspect of this product?

My favorite feature is View. You can create many views depending on your requirements and put a lot of filters. It will help in reporting.

What do you dislike most about this product?

The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.

What recommendations would you give to someone considering this product?

If you are looking for highly customizable ticketing tool then go for Zendesk

Pros

Unique Features
Generous Negotitation
Includes Product Enhancements
Helps Innovate

Cons

Less Performance Enhancing
Less Efficient Service
Less Friendly Negotiation

How We Deliver

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

82 Likeliness to Recommend

92 Plan to Renew

1 Since last award

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+79 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.

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

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

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

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

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

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.

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.

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 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.

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

Camilla L.

I like the clean and intuitive way of Zendesk

Likeliness to Recommend

Elman M.

Amazing product, easy to use.

Likeliness to Recommend

Pros

Ankit G.

Zendesk is super easy to use with lot of features

Likeliness to Recommend

Pros

Cons

Title

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Agent Collaboration

Multi Channel Support

Analytics and Reporting

Customer Community Management

Mobile Customer Care

Vendor Capability Ratings

Quality of Features

Ease of Implementation

Business Value Created

Ease of IT Administration

Ease of Data Integration

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

Availability and Quality of Training