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 AssistanceZendesk 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
94 Plan to Renew
1
Since last award
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.
+88 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
- Efficient Service
- Security Protects
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
Agent Collaboration
Contact Center Integration
Multi Channel Support
Analytics and Reporting
Customer Service Workflow Management
Agent Scripting
Intelligent Search
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Business Value Created
Ease of Data Integration
Ease of Implementation
Usability and Intuitiveness
Ease of IT Administration
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
Ravi R.
- Role: Operations
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2024
"Amazing product to manage your support"
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The ticketing structure is good and categories the tickets based on departments and end users. Also, their reporting capability is good.
What is your favorite aspect of this product?
I would say reporting has been top notch as we require the data for analysis and deep learning of user behaviour.
What do you dislike most about this product?
At times it lags a little while uploading or downloading documents needs a very high speed internet, however, the rest of the functions works better.
What recommendations would you give to someone considering this product?
It's very tedious managing customer support without a tool just independently relying on Gmail or other services. Zendesk does the job without any hiccups and it's way too easy to implement and user friendly.
Pros
- Enables Productivity
- Respectful
- Helps Innovate
- Continually Improving Product
Gregory D.
- Role: Information Technology
- Industry: Electronics
- Involvement: IT Leader or Manager
Submitted Jul 2023
One of the best service management solutions
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has become a de facto industry standard and is used by many companies across the world. It has great features for customer support, however it still lacks functionalities to manage an internal (e.g. ITIL based) service desk.
What is your favorite aspect of this product?
The ease of use is one of the best things about this solution, together with the breadth of features.
What do you dislike most about this product?
The solution is quite pricey for internal use if you have a lot of customer service agents as it is priced per technician. The fact that there is no on-prem solution can be an issue with GDPR, as the data is all stored in the cloud.
What recommendations would you give to someone considering this product?
Run a trial period prior to purchase.
Pros
- Enables Productivity
- Reliable
- Performance Enhancing
- Effective Service
Cons
- Vendor Friendly Policies
- Less Generous
- Leverages Incumbent Status
Wang F.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2026
Zendesk Simplifies Customer Service
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has been exceptional tool for us. It has an intuitive interface that is very easy to use which makes it very easy to deploy a feature that most of its competitors do not posses. It also supports multiple channels that helps unify conversations which makes it easy to to track customer interactions.
What is your favorite aspect of this product?
I like that Zendesk has strong support on multiple channels. This omni-channel support helps us manage clients interactions easily as it unifies all interactions in one place making it easy to solve customers queries without any hassles. It also integrates smoothly with other tools which helps promote workflow and automation which ensures great productivity.
What do you dislike most about this product?
Zendesk has been efficient for us. I do not have any dislikes at the moment.
What recommendations would you give to someone considering this product?
I highly recommend this tool as it allows users to have great interaction with customers which improves their satisfaction as it reduces response time. Clients queries are responded to in real-time without delay which promotes to high productivity.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Effective Service
