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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82 Likeliness to Recommend
93 Plan to Renew
78 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+77 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
- Reliable
- Respectful
- Acts with Integrity
- Enables Productivity
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
Customer Self Service Capabilities
Contact Center Integration
Agent Collaboration
Customer Service Knowledge Management
Customer Service Workflow Management
Agent Scripting
Intelligent Search
Analytics and Reporting
Customer Community Management
Multi Channel Support
Mobile Customer Care
Vendor Capability Ratings
Quality of Features
Ease of Implementation
Ease of IT Administration
Business Value Created
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Vendor Support
Availability and Quality of Training
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Zendesk for Service Reviews
Miguel N.
- Role: Information Technology
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Mar 2024
Good Product, awful Customer Care experience
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has great capabilities when has been correctly configured, but is too expensive for what it does.
What is your favorite aspect of this product?
None, all of the features are widely availiable in other software that does the same thing and cheaper.
What do you dislike most about this product?
Pricing and support.
What recommendations would you give to someone considering this product?
look somewhere else, maybe freshdesk, or zoho.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Cons
- Less Efficient Service
- Less Effective Service
- Less Caring
Brad T.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
I am really enjoying this support platform
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
As a user, I find the support platform quite satisfactory and the activation mechanism seems fantastically adaptable and dynamic. The fact that form fields can now be searched is fantastic. For future improvements, the market is ideal. When it comes to standardizing user responses, macros are fantastic.
What is your favorite aspect of this product?
Both the Zendesk dashboard and support views have potential. It would be great if the online support portal could be improved to better accommodate internal requesters, who are occasionally agents, and restricted so that not just anyone could use it.
What do you dislike most about this product?
Most of our work involves helping customers with various requests, questions and technical difficulties. Agent productivity improves with easy-to-use views.
What recommendations would you give to someone considering this product?
For all of our support queries, we use the ticket dashboard. Sending an email to the support address automatically creates a new ticket in HubSpot and notifies the appropriate parties.
Pros
- Helps Innovate
- Reliable
- Effective Service
- Saves Time
Jennifer L.
- Role: Information Technology
- Industry: Not for Profit
- Involvement: Business Leader or Manager
Submitted Mar 2024
Great value for money product
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Easy to use, affordable, customisable, flexible contracts
What is your favorite aspect of this product?
Quick to implement
What do you dislike most about this product?
The admin User interface for different zen desk services could be more integrated but a minor thing
What recommendations would you give to someone considering this product?
Do it if looking for an off the shelf product and if you need a flexible contract
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing