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
Sarah H.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jun 2022
Zendesk is a good helpdesk with many features
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.
What is your favorite aspect of this product?
We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.
What do you dislike most about this product?
Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.
What recommendations would you give to someone considering this product?
Many Customer Support options are available using this program. WordPress, Jira, and Salesforce all work seamlessly with it. Detailed reporting dashboards may be found on each page. As a whole, Zendesk is a fantastic helpdesk that can handle a large client base and keep track of issues and complaints while on the road.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Trustworthy
Vincent F.
- Role: Operations
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Jan 2022
It's pretty basic
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
No significant differentiation from other services other than it's pretty inexpensive.
What is your favorite aspect of this product?
API access
What do you dislike most about this product?
Disappointing UI choices, many proposed ideas which are critical have never been implemented, focus on other parts of the service offering leaves the Service product to languish
What recommendations would you give to someone considering this product?
Jump in and get going. Use macros and email channels. Get familiar with the APIs and use them whenever possible.
Pros
- Reliable
- Enables Productivity
- Saves Time
- Friendly Negotiation
Cons
- Leverages Incumbent Status
- Inhibits Innovation
- Slower Product Innovation
Rachna S.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Dec 2021
Best ticket system probably
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Easy to use Customization is possible to great great extent
What is your favorite aspect of this product?
Centralisation of data Audit trial
What do you dislike most about this product?
Quite expensive
What recommendations would you give to someone considering this product?
Provides a great experience to both customer and service agents
Pros
- Reliable
- Enables Productivity
- Efficient Service
- Effective Service