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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Real user data aggregated to summarize the product performance and customer experience.
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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.
85 Likeliness to Recommend
2
Since last award
93 Plan to Renew
1
Since last award
80 Satisfaction of Cost Relative to Value
2
Since last award
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.
+87 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
- Reliable
- Efficient Service
- Acts with Integrity
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Customer Service Knowledge Management
Customer Self Service Capabilities
Agent Collaboration
Agent Scripting
Contact Center Integration
Intelligent Search
Analytics and Reporting
Multi Channel Support
Customer Service Workflow Management
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Usability and Intuitiveness
Business Value Created
Ease of Data Integration
Ease of IT Administration
Ease of Implementation
Quality of Features
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
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
Gregory D.
- Role: Information Technology
- Industry: Electronics
- Involvement: IT Leader or Manager
Submitted Jul 2023
One of the best service management solutions
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has become a de facto industry standard and is used by many companies across the world. It has great features for customer support, however it still lacks functionalities to manage an internal (e.g. ITIL based) service desk.
What is your favorite aspect of this product?
The ease of use is one of the best things about this solution, together with the breadth of features.
What do you dislike most about this product?
The solution is quite pricey for internal use if you have a lot of customer service agents as it is priced per technician. The fact that there is no on-prem solution can be an issue with GDPR, as the data is all stored in the cloud.
What recommendations would you give to someone considering this product?
Run a trial period prior to purchase.
Pros
- Enables Productivity
- Reliable
- Performance Enhancing
- Effective Service
Cons
- Vendor Friendly Policies
- Less Generous
- Leverages Incumbent Status
Bolanle O.
- Role: Sales Marketing
- Industry: Energy
- Involvement: End User of Application
Submitted Oct 2025
The Seamless, All-in-One Solution .
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
I feel the routing logic and capacity models for different channels (like voice, chat, and email) are still somewhat siloed.
What is your favorite aspect of this product?
Ease of Use and Fast Time-to-Value: It is widely praised for its simple, intuitive, and agent-friendly interface which generally makes it easy to set up, deploy, and onboard new agents without extensive training or complex configurations.
What do you dislike most about this product?
Many core or advanced features (like certain AI tools, advanced reporting/analytics, and specialized add-ons like Workforce Management or Quality Assurance) are often locked behind the highest-tier plans or require significant, expensive add-ons.
What recommendations would you give to someone considering this product?
Features like advanced customization for support processes, customer-facing forms, and branding are often reserved for Professional or Enterprise plans
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Unique Features
