This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
+1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)

Zendesk

Zendesk for Service

Composite Score

8.5 /10

CX Score

8.8 /10

242 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

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

80 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.

+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

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

Average 79

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...

IT Service Management - Midmarket

Translation missing: en.product_page.ratings.score 8.3

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

Knowledge Management

Translation missing: en.product_page.ratings.score 7.9

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

Zendesk for Service Reviews

Victor A.

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

Validated Review

Verified Reviewer

Submitted Apr 2025

Reliable&User-Friendly, but Pricy for Small Busine

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Zendesk for Service stands out with its seamless multi channels support, AI-powered automation, and robust scalability, making it ideal for businesses looking to unify customer interactions across email, chat, social media, and phone in one intuitive platform

What is your favorite aspect of this product?

My favorite aspect of Zendesk for Service is its seamless multi channel support, which unifies email, chat, social media, and phone interactions into one intuitive platform for efficient customer service

What do you dislike most about this product?

Zendesk for Service can be overly complex and expensive for smaller teams, with requiring a lot of learning and limited customization compared to some competitors

What recommendations would you give to someone considering this product?

Consider Zendesk for Service if you need a robust, user-friendly customer support platform with multi channel capabilities, AI-powered automation, and scalable solutions for businesses of all sizes.

Pros

Performance Enhancing
Unique Features
Efficient Service
Respectful

Cons

Charges for Enhancements
Vendor Friendly Policies
Vendor's Interest First

Paula A.

Role: Sales Marketing
Industry: Media
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2025

Great for customer support through chat and email

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

During my experience as a Customer Support Agent, I worked with multiple platforms, and this one was definitely among the best. The Call ID and customer verification were always accurate.

What is your favorite aspect of this product?

The Call ID and customer verification

What do you dislike most about this product?

It took several weeks to prepare everything and get users onboarded.

What recommendations would you give to someone considering this product?

Suitable for large customer support teams.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Nkiruka Bethel P.

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

Validated Review

Verified Reviewer

Submitted Mar 2025

Top-notch Customer Service Experience

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

It's Customer Relationship Management is top-notch

What is your favorite aspect of this product?

Customer Service

What do you dislike most about this product?

Nothing in particular

What recommendations would you give to someone considering this product?

I would recommend using it as a CRM

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Latest Research

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

80 Satisfaction of Cost Relative to Value

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.

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

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.

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.

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).

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.

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.

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

Victor A.

Reliable&User-Friendly, but Pricy for Small Busine

Likeliness to Recommend

Pros

Cons

Paula A.

Great for customer support through chat and email

Likeliness to Recommend

Pros

Nkiruka Bethel P.

Top-notch Customer Service Experience

Likeliness to Recommend

Pros

Most Popular Zendesk for Service Comparisons

HubSpot Service Hub

Freshdesk

Microsoft Dynamics 365 Customer Service

Salesforce Agentforce Service

Zoho Desk

Oracle Service

Schedule Your Call

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