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Zendesk

Zendesk for Service

8.2 /10

161 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.

Company Details

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Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

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1 Top Rated Capabilities

0 Top Rated Features

2023

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.

82 Likeliness to Recommend

93 Plan to Renew

78 Satisfaction of Cost Relative to Value

1
Since last award

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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?

3% Negative

16% Neutral

81% Positive

Pros

Reliable
Respectful
Acts with Integrity
Enables Productivity

Feature Ratings

Average 78

Customer Self Service Capabilities

Contact Center Integration

Agent Collaboration

Customer Service Workflow Management

Customer Service Knowledge Management

Agent Scripting

Intelligent Search

Analytics and Reporting

Customer Community Management

Multi Channel Support

Mobile Customer Care

Vendor Capability Ratings

Average 77

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

Also Featured in...

IT Service Management - Midmarket

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

Zendesk for Service Reviews

Micah P.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Get the team together and fix whatever is broken

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

The ability to pull many groups together on one issue to get it resolved. So powerful when all of us are in the fight together.

What is your favorite aspect of this product?

A quick email can create an issue. All parties copied on the email become owners of the issue.

What do you dislike most about this product?

The same benefit is sometimes a downfall. Having too many people involved can slow response because ownership isn't defined.

What recommendations would you give to someone considering this product?

If you want a robust well laid out support system sign up. Add the teams and build the appropriate response hierarchy and you will be happy!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Betsy U.

Role: Finance
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

SImple and Easy

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Super easy to use and streamlines my workflow

What is your favorite aspect of this product?

I like how I can search things easily keep track of information

What do you dislike most about this product?

Sometimes it doesnt sync up with other software very quickly - there's a delay

What recommendations would you give to someone considering this product?

Go for it. Great platform for sales and service to keep track of orders

Pros

Fair
Client's Interest First
Generous Negotitation
Transparent

Steffan L.

Role: Sales Marketing
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Customer Support Excellence

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Zendesk offers omnichannel support, allowing us to manage customer inquiries from various channels, such as email, chat and other this improves overall satisfaction.

What is your favorite aspect of this product?

Self service options are available to the end user such as the knowledge base

What do you dislike most about this product?

Whilst Zendesk has a user friendly interface, it can be quite complex to learn how to use all the features and functionalities. This needs to be improved.

What recommendations would you give to someone considering this product?

I would suggest starting with a free trial, take advantage of the platform to review all of its features to see if this will fit your business needs.

Pros

Enables Productivity
Efficient Service
Respectful
Acts with Integrity

Cons

Less Effective Service
Charges for Enhancements
Leverages Incumbent Status

Latest Research

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

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

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 Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

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.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

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

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

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.

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.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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 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.

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

Zendesk for Service Reviews

Micah P.

Get the team together and fix whatever is broken

Likeliness to Recommend

Pros

Betsy U.

SImple and Easy

Likeliness to Recommend

Pros

Steffan L.

Customer Support Excellence

Likeliness to Recommend

Pros

Cons

Title

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Contact Center Integration

Agent Collaboration

Customer Service Workflow Management

Customer Service Knowledge 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