Latest Research


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
+1-519-432-3550 (International)
Zendesk for Service Logo
Zendesk for Service Logo
Zendesk

Zendesk for Service

8.1 / 10
Category
Zendesk for Service
8.1 / 10

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


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

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

93 Plan to Renew

77 Satisfaction of Cost Relative to Value


{y}
{name}

Emotional Footprint Overview

+76 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?

4% Negative
16% Neutral
80% Positive

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Enables Productivity

Feature Ratings

Average 77

Customer Self Service Capabilities

80

Contact Center Integration

78

Agent Collaboration

78

Customer Service Workflow Management

77

Agent Scripting

77

Customer Service Knowledge Management

77

Intelligent Search

77

Analytics and Reporting

76

Customer Community Management

76

Multi Channel Support

75

Mobile Customer Care

73

Vendor Capability Ratings

Average 77

Ease of IT Administration

86

Business Value Created

83

Ease of Customization

81

Ease of Implementation

78

Availability and Quality of Training

77

Quality of Features

77

Breadth of Features

76

Ease of Data Integration

76

Product Strategy and Rate of Improvement

72

Usability and Intuitiveness

70

Vendor Support

65

Zendesk for Service Reviews

Alicia P.

  • Role: Operations
  • Industry: Biotechnology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Wonderful product, large learning curve

Likeliness to Recommend

8 / 10

What differentiates Zendesk for Service from other similar products?

Zendesk for Service distinguishes itself from other customer service and support platforms through its emphasis on simplicity and scalability. At its core, Zendesk offers an intuitive user interface that simplifies complex processes, making it accessible for businesses of all sizes. It also allows businesses to dip their toes into things like chatbots, AI, etc without doing away with other methods entirely.

What do you dislike most about this product?

One major drawback is the difficulty in sending bulk messages, a feature that could significantly streamline communications. Additionally, the wait times for customer support via chat can be lengthy, which can be frustrating when immediate assistance is needed. These areas, if improved, could greatly enhance the user experience.

What recommendations would you give to someone considering this product?

Zendesk is a great tool and you can use some of its features easily. However, if you really want to get the bang for your buck (and it can be a lot of bucks) it will take you some searching and practice. I have been using it for around 3 years and I'm still finding new features all the time + the ones they continue to come out with.

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Helps Innovate

Miguel N.

  • Role: Information Technology
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Good Product, awful Customer Care experience

Likeliness to Recommend

5 / 10

What differentiates Zendesk for Service from other similar products?

Zendesk has great capabilities when has been correctly configured, but is too expensive for what it does.

What is your favorite aspect of this product?

None, all of the features are widely availiable in other software that does the same thing and cheaper.

What do you dislike most about this product?

Pricing and support.

What recommendations would you give to someone considering this product?

look somewhere else, maybe freshdesk, or zoho.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Cons

  • Less Generous
  • Less Transparent
  • Less Friendly Negotiation

Brad T.

  • Role: Sales Marketing
  • Industry: Media
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

I am really enjoying this support platform

Likeliness to Recommend

9 / 10

What differentiates Zendesk for Service from other similar products?

As a user, I find the support platform quite satisfactory and the activation mechanism seems fantastically adaptable and dynamic. The fact that form fields can now be searched is fantastic. For future improvements, the market is ideal. When it comes to standardizing user responses, macros are fantastic.

What is your favorite aspect of this product?

Both the Zendesk dashboard and support views have potential. It would be great if the online support portal could be improved to better accommodate internal requesters, who are occasionally agents, and restricted so that not just anyone could use it.

What do you dislike most about this product?

Most of our work involves helping customers with various requests, questions and technical difficulties. Agent productivity improves with easy-to-use views.

What recommendations would you give to someone considering this product?

For all of our support queries, we use the ticket dashboard. Sending an email to the support address automatically creates a new ticket in HubSpot and notifies the appropriate parties.

Pros

  • Helps Innovate
  • Reliable
  • Effective Service
  • Saves Time
Visit our IT Cost Optimization Center
Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019