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.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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82 Likeliness to Recommend
93 Plan to Renew
78 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+77 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
- Acts with Integrity
- Enables Productivity
Emotional Footprint
How to Read
Positive
Neutral
Negative
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
Feature Ratings
Customer Self Service Capabilities
Contact Center Integration
Agent Collaboration
Customer Service Knowledge Management
Customer Service Workflow Management
Agent Scripting
Intelligent Search
Analytics and Reporting
Customer Community Management
Multi Channel Support
Mobile Customer Care
Vendor Capability Ratings
Quality of Features
Ease of Implementation
Ease of IT Administration
Business Value Created
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Vendor Support
Availability and Quality of Training
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Zendesk for Service Reviews
avinash U.
- Role: Vendor Management
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Sep 2022
Easy to use, easy to understand
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Reminder feature is best , graph
What is your favorite aspect of this product?
Every thing is pretty well developed and managed
What do you dislike most about this product?
nothing to say
What recommendations would you give to someone considering this product?
yes its an recommended product
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Noime T.
- Role: Consultant
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2022
Secure and looks professional with some caveat
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has the option to add templates and attached knowledge-based articles whereas normal communication app does not have the same option.
What is your favorite aspect of this product?
The fact that you can create a macro that auto-populates your email information and you just need to make little changes is such a lifesaver
What do you dislike most about this product?
It is quite convoluted to use so it takes a while for a new person to get used to this software. When I first started, I felt like zendesk would eat me alive. It has a learning curve. Also quite prone to error since there are a lot of things you must remember to ensure you endorse the work to the right people.
What recommendations would you give to someone considering this product?
It is widely used for most businesses and your email looks very professional and you can collaborate with your team but the downside is that it looks odd when you have a long thread communication with your customer since they have to scroll down to see the latest message so if they are not used to checking the very bottom of the email, they would get confused.
Pros
- Helps Innovate
- Continually Improving Product
- Trustworthy
- Inspires Innovation
Amenda N.
- Role: Human Resources
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Sep 2022
Zendesk is a perfect helping tool.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The tool has been developed with users in mind having a clean interface for locating tickets additional accessible. Multiple integrations make it straightforward for our company to reach more shoppers depending on the channel they prefer to contact us, either through chat, emails, WhatsApp, or Facebook messenger; we have the flexibility to serve them from one tool
What is your favorite aspect of this product?
Effortless connectivity with support emails and phone numbers. Straightforward to assign tickets to the specific group of resolvers. It’s nice that for each brand, a guide can be created. Every shopper can have their help centers. Triggers and views are very helpful, it is not tough to set them up.
What do you dislike most about this product?
From the beginning, UI was confusing, it was a touch hard to look for the features. I want to have multiple shoppers and distinguish between them. I didn’t skills to do it, I used to be confused between organizations and brands. Brands are hidden in the admin center, Organizations are within the support center view.
What recommendations would you give to someone considering this product?
Smooth, simple interface—can simply switch between different options (email responses, reporting, live chat, etc). can start fairly quickly with only a little quantity of training. With the correct subscription tier, access to technical support is quick and efficient.
Pros
- Performance Enhancing
- Unique Features
- Efficient Service
- Inspires Innovation
Cons
- Security Frustrates