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Zendesk

Zendesk for Service

Composite Score

8.6 /10

CX Score

8.8 /10

245 Reviews Write a Review

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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. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.

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Awards & Recognition

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

Filter By

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 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.

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

94 Plan to Renew

1
Since last award

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 Service?

1% Negative

9% Neutral

90% Positive

Pros

Reliable
Respectful
Efficient Service
Security Protects

Feature Ratings

Average 81

Customer Service Knowledge Management

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Contact Center Integration

Analytics and Reporting

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Average 79

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Quality of Features

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 8.3

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

Knowledge Management

Score 8.2

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

Zendesk for Service Reviews

avinash U.

Role: Vendor Management
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2022

Easy to use, easy to understand

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Reminder feature is best , graph

What is your favorite aspect of this product?

Every thing is pretty well developed and managed

What do you dislike most about this product?

nothing to say

What recommendations would you give to someone considering this product?

yes its an recommended product

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Amenda N.

Role: Human Resources
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2022

Zendesk is a perfect helping tool.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

The tool has been developed with users in mind having a clean interface for locating tickets additional accessible. Multiple integrations make it straightforward for our company to reach more shoppers depending on the channel they prefer to contact us, either through chat, emails, WhatsApp, or Facebook messenger; we have the flexibility to serve them from one tool

What is your favorite aspect of this product?

Effortless connectivity with support emails and phone numbers. Straightforward to assign tickets to the specific group of resolvers. It’s nice that for each brand, a guide can be created. Every shopper can have their help centers. Triggers and views are very helpful, it is not tough to set them up.

What do you dislike most about this product?

From the beginning, UI was confusing, it was a touch hard to look for the features. I want to have multiple shoppers and distinguish between them. I didn’t skills to do it, I used to be confused between organizations and brands. Brands are hidden in the admin center, Organizations are within the support center view.

What recommendations would you give to someone considering this product?

Smooth, simple interface—can simply switch between different options (email responses, reporting, live chat, etc). can start fairly quickly with only a little quantity of training. With the correct subscription tier, access to technical support is quick and efficient.

Pros

Performance Enhancing
Unique Features
Efficient Service
Inspires Innovation

Cons

Security Frustrates

Miguel N.

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

Validated Review

Verified Reviewer

Submitted Aug 2022

Easy to use, intuitive but the pricing is too much

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Their price, you can find a less expensive software that does the same.

What is your favorite aspect of this product?

Ticket flows are my favorite aspect or feature of the product

What do you dislike most about this product?

It's pricing.

What recommendations would you give to someone considering this product?

If it fits your company go for it, but make sure to explore other possibilities before you do.

Pros

Efficient Service
Effective Service
Caring
Respectful

Zendesk for Service

What is Zendesk for Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

Zendesk for Service Ratings

85 Likeliness to Recommend

94 Plan to Renew

1 Since last award

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 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 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 Central product portals, customer-facing resolution wizards and guidance, customer community forums.

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

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.

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 capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

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

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 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.

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.

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.

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 Service Reviews

avinash U.

Easy to use, easy to understand

Likeliness to Recommend

Pros

Amenda N.

Zendesk is a perfect helping tool.

Likeliness to Recommend

Pros

Cons

Miguel N.

Easy to use, intuitive but the pricing is too much

Likeliness to Recommend

Pros

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Feature Ratings

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Customer Service Workflow Management

Agent Scripting

Intelligent Search

Mobile Customer Care

Customer Community Management

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