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Zendesk

Zendesk for Service

Composite Score

8.2 /10

CX Score

8.4 /10

56 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.

Company Details

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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.

88 Likeliness to Recommend

98 Plan to Renew

83 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.

+83 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?

4% Negative

6% Neutral

90% Positive

Pros

Security Protects
Performance Enhancing
Respectful
Acts with Integrity

Feature Ratings

Average 80

Multiple File Type Support

Workflow and Approval Management

API Integration

Configurable Knowledge Repository

Multi-Language Support

Intelligent Search

Version Control

Role-Based Access

Social Features

Cataloging

Reporting and Analytics

Vendor Capability Ratings

Average 79

Ease of Implementation

Business Value Created

Vendor Support

Usability and Intuitiveness

Quality of Features

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 8.5

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

IT Service Management - Midmarket

Score 8.3

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

Zendesk for Service Reviews

Terry P.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

The Authentic Knowledge Based Control Program.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk Guide is there to manage the conversations that business make with the outside world, allowing the companies to have an outstanding notion concerning their customers. Zendesk Guide has the inclusion of the AI very affirmative in the business sector.

What is your favorite aspect of this product?

Zendesk Guide has kind and supportive players, starting from the vendor which is a fruitful option in a company setting. Again, Zendesk Guide has authentic screening option that allows the diversity of the information accommodated.

What do you dislike most about this product?

Zendesk Guide is the right choice. Nothing that Zendesk Guide has which puts the company down, hence, we embrace and work in conjunction with the vendor.

What recommendations would you give to someone considering this product?

Zendesk Guide is the determining factor in the communications department, where it increases the efficiency of the knowledge sharing and controlling systems. More so Zendesk Guide has replicated the demands of a company by offering noble solutions.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Megan M.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

Great product for an easy FAQ

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk Guide really allows you to create your own FAQ - You can customize as much as you want and implement the way your organization sees fit, from branding to content.

What is your favorite aspect of this product?

Users of various levels can work Zendesk - I started using Guide with no previous experience. Now, with four years under my belt I understand the product better, and can still find new and exciting ways to liven up our FAQ.

What do you dislike most about this product?

If you don't know how to code you may struggle with implementing certain types of features.

What recommendations would you give to someone considering this product?

Give it a try!

Pros

Inspires Innovation
Acts with Integrity
Security Protects
Helps Innovate

Cons

Less Friendly Negotiation
Less Reliable
Commodity Features

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 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

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Zendesk for Service Ratings

88 Likeliness to Recommend

98 Plan to Renew

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+83 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

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

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

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.

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

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.

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

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

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

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.

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.

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.

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.

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 Service Reviews

Terry P.

The Authentic Knowledge Based Control Program.

Likeliness to Recommend

Pros

Megan M.

Great product for an easy FAQ

Likeliness to Recommend

Pros

Cons

Neil G.

Leader in this segment

Likeliness to Recommend

Pros

Cons

Most Popular Zendesk for Service Comparisons

Confluence

HubSpot Service Hub

Freshdesk

Zoho Desk

Guru

KnowledgeOwl

Feature Ratings

Multiple File Type Support

Workflow and Approval Management

API Integration

Configurable Knowledge Repository

Multi-Language Support

Intelligent Search

Version Control

Role-Based Access

Social Features

Cataloging

Reporting and Analytics

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Vendor Support

Usability and Intuitiveness

Quality of Features

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