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Zendesk

Zendesk for Employee Service

Composite Score

8.6 /10

CX Score

8.8 /10

247 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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Awards & Recognition

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

Filter By

1 Top Rated Capabilities

4 Top Rated Features

Latest Award, 2026

1 Top Rated Capabilities

2 Top Rated Features

2025

1 Top Rated Capabilities

0 Top Rated Features

2024

1 Top Rated Capabilities

0 Top Rated Features

2023

Service Experience
Contract Negotiation

2022

1 Top Rated Capabilities

0 Top Rated Features

2022

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.

86 Likeliness to Recommend

1
Since last award

94 Plan to Renew

80 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.

+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 Employee Service?

1% Negative

8% Neutral

91% Positive

Pros

Reliable
Respectful
Efficient Service
Security Protects

Feature Ratings

Average 81

Customer Service Knowledge Management

Customer Self Service Capabilities

Multi-Channel Support

Contact Center Integration

Agent Collaboration

Analytics and Reporting

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Average 79

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Availability and Quality of Training

Vendor Support

Also Featured in...

IT Service Management - Midmarket

Score 8.4

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

Knowledge Management

Score 7.9

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

Zendesk for Employee Service Reviews

Jessica F.

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

Validated Review

Verified Reviewer

Submitted Oct 2024

Powerful support tool with excellent features

Likeliness to Recommend

10 /10

What differentiates Zendesk for Employee Service from other similar products?

Zendesk stands out for its robust automation, easy integration with third-party apps, and comprehensive reporting tools that provide deep insights into support metrics

What is your favorite aspect of this product?

My favorite aspect is the intuitive interface that makes it easy to manage multiple communication channels, along with the powerful automation features

What do you dislike most about this product?

I dislike the high pricing tiers, especially for smaller teams, and the limited customization options in certain areas.

What recommendations would you give to someone considering this product?

Consider Zendesk if you need a scalable solution with strong automation and reporting capabilities

Pros

Performance Enhancing
Enables Productivity
Respectful
Helps Innovate

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 Employee 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 Employee 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

Zendesk for Employee Service

What is Zendesk for Employee Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Employee Service Ratings

86 Likeliness to Recommend

1 Since last award

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 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

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.

Customer Self Service Capabilities Customer portals for case submission, case status tracking, knowledge access, customer-facing resolution wizards, and guided service request flows.

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

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 service professionals e.g. team-based customer service.

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

Customer Service Workflow Management Ticketing and case management, including intake, status tracking, ownership, queues, routing, escalation, decision trees, and guided resolution workflows.

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.

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

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

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.

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

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

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.

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.

Also Featured in...

IT Service Management - Midmarket

Knowledge Management

Zendesk for Employee Service Reviews

Jessica F.

Powerful support tool with excellent features

Likeliness to Recommend

Pros

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

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1
Since last award

Feature Ratings

Customer Service Knowledge Management

Customer Self Service Capabilities

Multi-Channel Support

Contact Center Integration

Agent Collaboration

Analytics and Reporting

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Availability and Quality of Training

Vendor Support