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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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
80 Satisfaction of Cost Relative to Value
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?
Pros
- Reliable
- Respectful
- Security Protects
- 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 Service Knowledge Management
Customer Self Service Capabilities
Multi Channel Support
Agent Collaboration
Contact Center Integration
Agent Scripting
Analytics and Reporting
Intelligent Search
Customer Service Workflow Management
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Business Value Created
Ease of IT Administration
Ease of Data Integration
Usability and Intuitiveness
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...
Zendesk for Service Reviews
Amos V.
- Role: C-Level
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2026
A Reliable, Scalable Support Platform We Trust
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
We did not do a broad comparison across many support vendors. Because of that, it is hard for us to say how Zendesk is different from other platforms. The features we use seem like things most modern support tools would also provide. Zendesk met our needs at the time, which is why we selected it, rather than it standing out based on unique features.
What is your favorite aspect of this product?
Overall Zendesk has been an effective tool for us ensuring most of our incoming tickets are handled by our support staff effectively.
What do you dislike most about this product?
There are issues with our sales team claiming and sending email to claim possible opportunities that come through zendesk. Often, the sales email will not send to cc'ed email address.
What recommendations would you give to someone considering this product?
Yes. It is reasonably priced and covers a small operation well.
Pros
- Reliable
- Enables Productivity
- Performance Enhancing
- Respectful
Cons
- Vendor Friendly Policies
Bolanle O.
- Role: Sales Marketing
- Industry: Energy
- Involvement: End User of Application
Submitted Oct 2025
The Seamless, All-in-One Solution .
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
I feel the routing logic and capacity models for different channels (like voice, chat, and email) are still somewhat siloed.
What is your favorite aspect of this product?
Ease of Use and Fast Time-to-Value: It is widely praised for its simple, intuitive, and agent-friendly interface which generally makes it easy to set up, deploy, and onboard new agents without extensive training or complex configurations.
What do you dislike most about this product?
Many core or advanced features (like certain AI tools, advanced reporting/analytics, and specialized add-ons like Workforce Management or Quality Assurance) are often locked behind the highest-tier plans or require significant, expensive add-ons.
What recommendations would you give to someone considering this product?
Features like advanced customization for support processes, customer-facing forms, and branding are often reserved for Professional or Enterprise plans
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Unique Features
Somtochukwu T.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Oct 2025
Zendesk for a wonderful customer experience
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The easy integration of third party apps
What is your favorite aspect of this product?
The dashboards are helpful for tracking response times
What do you dislike most about this product?
The cost can get high with add ons and other seats and also setting up or customization can be hard sometimes
What recommendations would you give to someone considering this product?
Start with a smaller plan to know what works best for you and your team
Pros
- Helps Innovate
- Continually Improving Product
- Inspires Innovation
- Caring
