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
Nora G.
- Role: Finance
- Industry: Finance
- Involvement: End User of Application
Submitted Jul 2025
Daily Workflow with Smart Support Tools
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk stands out for its excellent automation, customizable workflows, and intuitive ticketing system. Unlike many competitors, it seamlessly integrates multichannel support (chat, email, social) in one dashboard without becoming overwhelming.
What is your favorite aspect of this product?
I love the ability to automate tasks using macros, triggers, and workflows. It simplifies repetitive processes and helps me respond faster while maintaining quality support.
What do you dislike most about this product?
Some advanced features are only available in higher-tier plans, which may limit access for solo users or small teams. Also, the initial learning curve can be steep for first-time users.
What recommendations would you give to someone considering this product?
Zendesk is perfect for freelancers and small teams looking to streamline their customer service. Take advantage of the tutorials and templates during setup, and start with the Professional plan—it offers the best value for the tools provided.
Pros
- Reliable
- Enables Productivity
- Saves Time
- Respectful
Precious E.
- Role: Operations
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2025
Reliable & Feature-Rich Customer Service Platform
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk for Service stands out due to its intuitive multi-channel support, powerful automation features, extensive integrations, and user-friendly interface that enhances agent productivity and improves customer satisfaction.
What is your favorite aspect of this product?
My favorite aspect of Zendesk for Service is its seamless multi-channel support combined with powerful automation tools, which make managing customer interactions efficient and straightforward.
What do you dislike most about this product?
What I dislike most about Zendesk for Service is the pricing structure, which can become expensive as you add more agents or need advanced features, and the limited customization options without developer support.
What recommendations would you give to someone considering this product?
I would recommend Zendesk for Service to organizations looking for a reliable, scalable customer support platform with strong multi-channel capabilities and automation. However, be sure to carefully evaluate pricing plans and consider your team’s size and needs, as costs can increase quickly with additional features and agents. Take advantage of trial periods to assess usability and integrations before committing.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Effective Service
Cons
- Less Generous
- Under Delivered
- Commodity Features
Joshua A.
- Role: Information Technology
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted May 2025
Zendesk: A Friendly Customer Support Tool
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
User-friendly interface that is simple to understand and use. Also, based on some experience I’ve had with other tools, I find Zendesk to be more reliable.
What is your favorite aspect of this product?
I like Zendesk because it’s easy to use and helps teams work together to solve customer problems quickly.
What do you dislike most about this product?
The interface is not very colorful or lively compared to other tools like Intercom, which can make it feel a bit plain.
What recommendations would you give to someone considering this product?
Take time to learn the different features. This will go a long way to ensure you interact effectively with your customers and enhance your job productivity.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
