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
Sam O.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
Easy to configure
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Can convert email trails to tickets. This is particularly useful for keeping visibility when team members are on RDOs. Can integrate into other systems easily and has great APIs to build custom solutions.
What is your favorite aspect of this product?
Very easy to configure and get up and running. Agents love it and welcomed it on board very quicly. Very intuitive and feature rich. Great to integrate into into other systems as well as custom built APIs.
What do you dislike most about this product?
The reporting leaves a lot to be desired. It is costly to upgrade to a plan wth better reporting functionality.
What recommendations would you give to someone considering this product?
Implement it to replace shared mailboxes. It is well worth it. It is the modern approach to mailbox management.
Pros
- Trustworthy
- Efficient Service
- Effective Service
- Caring
Cons
- Less Generous
Daniel F.
- Role: Information Technology
- Industry: Other
- Involvement: End User of Application
Submitted Dec 2022
Solid platform but not a good fit for everyone
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
If you are coming from no software or internal software you may see a jump in your team but the software is definitely not a once shoe fits all.
What is your favorite aspect of this product?
Ease of use
What do you dislike most about this product?
Implementation is somewhat of a hassle
What recommendations would you give to someone considering this product?
Take a good look at there offering and make sure the basic structure fits all your needs
Pros
- Reliable
- Trustworthy
- Transparent
- Friendly Negotiation
Ruddho H.
- Role: Information Technology
- Industry: Electronics
- Involvement: End User of Application
Submitted Dec 2022
Bare bones ticketing system with user friendly GUI
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Easy to understand the in's and out's of the software with great implementation of macros
What is your favorite aspect of this product?
User-friendly yet dated GUI ( infrastructure of the GUI is good but very dated )
What do you dislike most about this product?
Dated looking GUI
What recommendations would you give to someone considering this product?
Great ticketing system for a Tech Support team starting out in the field
Pros
- Performance Enhancing
- Efficient Service
- Caring
- Reliable