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Zendesk

Zendesk for Customer Service

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What is Zendesk for Customer Service?

Connect people, knowledge, and AI across every channel with the Resolution Platform that automates what slows you down and continuously improves with every interaction. Zendesk's customer service solution provides everything you need to deliver exceptional support and effective resolutions, ensuring a seamless experience for your team and your customers.

Company Details

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Zendesk for Customer Service Ratings

Real user data aggregated to summarize the product performance and customer experience.

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

79 Satisfaction of Cost Relative to Value

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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 Customer Service?

1% Negative

9% Neutral

90% Positive

Pros

Respectful
Reliable
Efficient Service
Security Protects

Feature Ratings

Average 0

Vendor Capability Ratings

Average 79

Business Value Created

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

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...

Customer Service - Enterprise

Score 8.5

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

Zendesk for Customer Service Reviews

Neha G.

Role: Finance
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2024

Zendesk good for customer service

Likeliness to Recommend

9 /10

What differentiates Zendesk for Customer Service from other similar products?

Intutive design making it easy to navigate and use Provides detailed reporting tools

What is your favorite aspect of this product?

Ommichannel support capabilities like can have customers interaction across various platforms like email chat social media

What do you dislike most about this product?

Pricing is very high as you scale up and add features

What recommendations would you give to someone considering this product?

Like always explore the demo version and understand your needs Have a meeting with your team and have detailed discussions on needs and expectations

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Inspires Innovation

Gregory D.

Role: Information Technology
Industry: Electronics
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2023

One of the best service management solutions

Likeliness to Recommend

9 /10

What differentiates Zendesk for Customer 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

Validated Review

Verified Reviewer

Submitted Mar 2026

Zendesk Simplifies Customer Service

Likeliness to Recommend

9 /10

What differentiates Zendesk for Customer 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

Zendesk for Customer Service

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What is Zendesk for Customer Service?

Company Details

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Zendesk for Customer Service Ratings

85 Likeliness to Recommend

93 Plan to Renew

79 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Zendesk for Customer Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

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 Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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

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.

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...

Customer Service - Enterprise

Zendesk for Customer Service Reviews

Neha G.

Zendesk good for customer service

Likeliness to Recommend

Pros

Gregory D.

One of the best service management solutions

Likeliness to Recommend

Pros

Cons

Wang F.

Zendesk Simplifies Customer Service

Likeliness to Recommend

Pros

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Feature Ratings

Vendor Capability Ratings

Business Value Created

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training