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Zendesk

Zendesk for Employee Service

Composite Score

8.2 /10

CX Score

8.4 /10

59 Reviews Write a Review

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What is Zendesk for Employee Service?

Zendesk for Employee Service (formerly Zendesk for IT Service) is an easy-to-use, AI-powered service solution that helps organizations streamline internal support across IT (ITSM), HR (HR service), and other employee-facing departments. Zendesk replaces messy, manual workarounds with a single, unified service platform and AI that actually resolves issues instead of just deflecting them.

Company Details

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Zendesk for Employee 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 Employee 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.

88 Likeliness to Recommend

98 Plan to Renew

83 Satisfaction of Cost Relative to Value

1
Since last award

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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.

+85 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 Employee Service?

4% Negative

5% Neutral

91% Positive

Pros

Security Protects
Performance Enhancing
Saves Time
Respectful

Feature Ratings

Average 82

Workflow and Approval Management

Multiple File Type Support

Configurable Knowledge Repository

Version Control

API Integration

Multi-Language Support

Intelligent Search

Role-Based Access

Cataloging

Reporting and Analytics

Rich Text Editor

Vendor Capability Ratings

Average 79

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Quality of Features

Vendor Support

Availability and Quality of Training

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Ease of Customization

Also Featured in...

Customer Service - Enterprise

Score 8.6

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

IT Service Management - Midmarket

Score 8.4

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

Zendesk for Employee Service Reviews

Neil G.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2022

Leader in this segment

Likeliness to Recommend

9 /10

What differentiates Zendesk for Employee Service from other similar products?

Leader in the segment,a truly holistic customer support/experience solution with a lot of automation built-in.

What is your favorite aspect of this product?

Ease of use, feature-rich and great support

What do you dislike most about this product?

Some (minor) aspects of the product have not evolved or updated even though customers have asked for them.

What recommendations would you give to someone considering this product?

Take the time to truly understand what Zendesk does, and have detailed requirements ready in case some of Zendesk's features won't meet your needs.

Pros

Reliable
Enables Productivity
Trustworthy
Inspires Innovation

Cons

Vendor's Interest First
Leverages Incumbent Status

Vincent F.

Role: Operations
Industry: Telecommunications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2022

Don't get your hopes up - it's basic.

Likeliness to Recommend

6 /10

What differentiates Zendesk for Employee Service from other similar products?

Not much, pretty basic

What is your favorite aspect of this product?

Updated editor

What do you dislike most about this product?

Very difficult to use and figure out how to restrict content to sub-groups. Very inflexible.

What recommendations would you give to someone considering this product?

Jump in and get going. You can build the segmentation as you go without much headache.

Pros

Reliable
Transparent
Includes Product Enhancements
Performance Enhancing

Cons

Less Effective Service
Less Caring
Wastes Time

Luciana L.

Role: Consultant
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2021

Fantastic product!

Likeliness to Recommend

10 /10

What differentiates Zendesk for Employee Service from other similar products?

A more robust and complete solution compared to other solutions.

What is your favorite aspect of this product?

The possibility for the customer to carry out self-service.

What do you dislike most about this product?

Lack of free layouts

What recommendations would you give to someone considering this product?

Zendesk is not an expense, it is an investment.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zendesk for Employee Service

What is Zendesk for Employee Service?

Company Details

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Zendesk for Employee Service Ratings

88 Likeliness to Recommend

98 Plan to Renew

83 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love Zendesk for Employee Service?

Pros

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

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Version Control Tracking of document versions with each iteration of document changes.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

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

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.

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.

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.

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.

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.

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

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

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.

Also Featured in...

Customer Service - Enterprise

IT Service Management - Midmarket

Zendesk for Employee Service Reviews

Neil G.

Leader in this segment

Likeliness to Recommend

Pros

Cons

Vincent F.

Don't get your hopes up - it's basic.

Likeliness to Recommend

Pros

Cons

Luciana L.

Fantastic product!

Likeliness to Recommend

Pros

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Feature Ratings

Workflow and Approval Management

Multiple File Type Support

Configurable Knowledge Repository

Version Control

API Integration

Multi-Language Support

Intelligent Search

Role-Based Access

Cataloging

Reporting and Analytics

Rich Text Editor

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Quality of Features

Vendor Support

Availability and Quality of Training

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Ease of Customization