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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

Michael H.

Role: Operations
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2024

While not versatile, beginner-friendly product

Likeliness to Recommend

6 /10

What differentiates Zendesk for Employee Service from other similar products?

Zendesk is composed of features that work much differently from other products. These features include macros, triggers and automations. Another distinction is that out of all products known Zendesk is most beginner-friendly, which may be suitable for small-business companies to run.

What is your favorite aspect of this product?

My favorite aspects of the product are automations, triggers and implementations. I am a huge fan of technology!

What do you dislike most about this product?

What I dislike about this product is the limitation of the features, including limited options to modify automations and triggers. While I do like features as discussed above, I feel that Zendesk can be oversimplified or too simple for more advanced business to use. Client communication faults the implementation of the Zendesk product, which ruins the purpose of using the ticketing system.

What recommendations would you give to someone considering this product?

I would consider checking with other products to see whether or not they fit. Zendesk is in par with other SaaS products (software-as-a-service), so it is best to learn whether or not Zendesk is suitable in terms of features. Sometimes, one product is better than Zendesk because of usages and client interaction.

Pros

Security Protects
Performance Enhancing
Enables Productivity
Unique Features

Cons

Inhibits Innovation
Slower Product Innovation
Less Efficient Service

gunda s.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2024

The best Customer Care Companion

Likeliness to Recommend

8 /10

What differentiates Zendesk for Employee Service from other similar products?

Zendesk Guide offers several features and capabilities that differentiate it from other similar products in the market It offers an integrated platform with Chat for instantaneous contact, service for ticketing and customer service, and a Guide for knowledge management.

What is your favorite aspect of this product?

It has a user friendly interface which makes our job easy to create and manage their knowledge base and the intuitive design contributes to faster adoption and efficient content management.

What do you dislike most about this product?

Zendesk Guide is a cloud based application that depends on an internet connection. We face trouble accessing the knowledge base if there are problems with internet access.

What recommendations would you give to someone considering this product?

If you're considering Zendesk Guide for your organization, know that it is scalable but selecting the appropriate plan and configuration will depend on your organizational unique demands and specifications of your company.

Pros

Enables Productivity
Caring
Saves Time
Continually Improving Product

Ruairi T.

Role: Finance
Industry: Finance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2024

Easy to use, good product

Likeliness to Recommend

7 /10

What differentiates Zendesk for Employee Service from other similar products?

In many ways this is an industry leader, and is at the forefront of developing features required by its users

What is your favorite aspect of this product?

Zendesk Guide is highly intuitive, and easy to adopt

What do you dislike most about this product?

Support could be significantly better

What recommendations would you give to someone considering this product?

Discuss Zendesk with those who already use it to evaluate whether it meets your use case

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

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

Michael H.

While not versatile, beginner-friendly product

Likeliness to Recommend

Pros

Cons

gunda s.

The best Customer Care Companion

Likeliness to Recommend

Pros

Ruairi T.

Easy to use, good product

Likeliness to Recommend

Pros

Most Popular Zendesk for Employee Service Comparisons

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1
Since last award

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