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.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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84 Likeliness to Recommend
2
Since last award
92 Plan to Renew
2
Since last award
79 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+80 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?
Pros
- Respectful
- Performance Enhancing
- Trustworthy
- Reliable
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Multi-Site Functionality
End User Self Serve
Integrated Knowledge Management
Reporting
Technician Administration
Integration With IT Tools
Multi Device Capability
End User Support Solutions
Service Catalog
Vendor Capability Ratings
Quality of Features
Ease of Implementation
Ease of Data Integration
Ease of IT Administration
Ease of Customization
Business Value Created
Breadth of Features
Vendor Support
Usability and Intuitiveness
Product Strategy and Rate of Improvement
Availability and Quality of Training
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Zendesk for Service Reviews
Tanmay J.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2023
good product
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The capabilities like integrating support apps which can developed by us as developers and not just one but multiple applications based on our requirements.
What is your favorite aspect of this product?
Support app integration
What do you dislike most about this product?
The documentation is hard to read and understand.
What recommendations would you give to someone considering this product?
It's a good app. Make sure to understand the support app integration part
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sophia O.
- Role: Operations
- Industry: Other
- Involvement: Vendor Management and Renewal
Submitted Sep 2023
Easy to use but a bit pricey!
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has much easier functionality and easiness to use.
What is your favorite aspect of this product?
The functionality and overall customer service.
What do you dislike most about this product?
It is a little bit one dimensional for for a bigger company.
What recommendations would you give to someone considering this product?
I would suggest looking into how this will function with a large company to make sure there is enough support.
Pros
- Efficient Service
- Effective Service
- Caring
- Client Friendly Policies
Ariel C.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted May 2023
Excellent product, Poor training options.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
In my experience with Help Scout and Vantive, Zendesk is much more polished. It has more integrations and the interface is simple, nice to see, and friendly. The admin tools it offers are second to none and the chance to add you own knowledge base within the tool is super helpful both for agents and for our customers. Also, I love the reporting tool, Explore, which is super complete and easy to use.
What is your favorite aspect of this product?
It's an all-in-one solution that really does the trick.
What do you dislike most about this product?
I am more oriented to real-time learning, and they only have self-learning material. Personalized onboarding is non-existent, and I spend way more time learning that I have time for. Being a pricey tool, I would have expected at least one onboarding session.
What recommendations would you give to someone considering this product?
Try to get a prepaid training before purchasing the suite. Apart from that, the tool is very powerful.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Helps Innovate
Cons
- Less Effective Service
- Charges for Enhancements
- Wastes Time