Write a review temporarily disabled. Our system flagged this request as potentially automated and has disabled form submission for security reasons. If you believe this is a mistake, please contact us. We’ll be happy to help resolve the issue.

Zendesk

Zendesk for Service

Composite Score

8.6 /10

CX Score

8.8 /10

245 Reviews Write a Review

Get Demo

In Partnership With SelectHub

Claim Software

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.

Company Details

Book a Free Demo Today!

See it in action with a free demo.

Click below to sign up on our partner's website.

Get Demo

In Partnership With SelectHub

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

{y}

{name}

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

Ravi R.

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

Validated Review

Verified Reviewer

Submitted Jun 2024

"Amazing product to manage your support"

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

The ticketing structure is good and categories the tickets based on departments and end users. Also, their reporting capability is good.

What is your favorite aspect of this product?

I would say reporting has been top notch as we require the data for analysis and deep learning of user behaviour.

What do you dislike most about this product?

At times it lags a little while uploading or downloading documents needs a very high speed internet, however, the rest of the functions works better.

What recommendations would you give to someone considering this product?

It's very tedious managing customer support without a tool just independently relying on Gmail or other services. Zendesk does the job without any hiccups and it's way too easy to implement and user friendly.

Pros

Enables Productivity
Respectful
Helps Innovate
Continually Improving Product

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 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

Mikayla H.

Role: Sales Marketing
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2026

Helpful platform for customer support inquiries

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

I think Zendesk is great for customer support inquiries. Being able to keep certain tickets such as customers reporting product defects or complaints is easy to keep organized.

What is your favorite aspect of this product?

I like how easy the reporting feature is to use which makes it a seamless process to present to our leadership team.

What do you dislike most about this product?

I wish Zendesk was a little more customizable when it comes to reporting. Being able to get really granular with reports is a win when presenting to other team members.

What recommendations would you give to someone considering this product?

I would recommend looking into making the platform more quality assurance and compliance friendly so documenting complaints and exporting them is easier.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

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

Ravi R.

"Amazing product to manage your support"

Likeliness to Recommend

Pros

Gregory D.

One of the best service management solutions

Likeliness to Recommend

Pros

Cons

Mikayla H.

Helpful platform for customer support inquiries

Likeliness to Recommend

Pros

Most Popular Zendesk for Service Comparisons

HubSpot Service Hub

Freshdesk

Microsoft Dynamics 365 Customer Service

Salesforce Agentforce Service

Zoho Desk

Oracle Service

1
Since last award

Feature Ratings

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

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