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
Somtochukwu T.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Oct 2025
Zendesk for a wonderful customer experience
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The easy integration of third party apps
What is your favorite aspect of this product?
The dashboards are helpful for tracking response times
What do you dislike most about this product?
The cost can get high with add ons and other seats and also setting up or customization can be hard sometimes
What recommendations would you give to someone considering this product?
Start with a smaller plan to know what works best for you and your team
Pros
- Helps Innovate
- Continually Improving Product
- Inspires Innovation
- Caring
Tosin T.
- Role: Sales Marketing
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Aug 2025
Reliable Customer Service Platform
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Its seamless multi-channel support, strong knowledge base, and automation tools make it stand out compared to other service platforms.
What is your favorite aspect of this product?
I like the intuitive interface and workflow automation that make customer service faster and more efficient for both agents and customers.
What do you dislike most about this product?
Pricing can be on the higher side, and some integrations or customizations require extra effort to set up.
What recommendations would you give to someone considering this product?
If you value scalability, user-friendly design, and strong support features, Zendesk is a solid choice. Just plan ahead for pricing and customization needs.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
Aleksey G.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2025
It helps us achieve all our goals
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
It’s the perfect integration of all communication channels-email, chat, networking and voice in one unified interface that is easy to use and automate. Not only is it a ticket manager, but it’s also a system that anyone can use to take care of support without the need for technical knowledge.
What is your favorite aspect of this product?
My greatest surprise when beginning to use Zendesk was how intuitive it was. I swear, I was worried it would be really tough to use at first, but I quickly learned how to set up chat, organize my email, and tag problems—all without switching apps. Thanks to the system's initial setup, the steep but manageable learning curve was really rather pleasant. Instead of flitting between windows, I now have a neat tray with macros and automatic rules that let me respond to the same question once and have everything prepared for the next time. For the first time in a long time, I felt at peace because to this insight.
What do you dislike most about this product?
There were times when a lot of tickets came in at once, and the platform slowed down. It felt like every click had to cross an avenue full of traffic.
What recommendations would you give to someone considering this product?
We had a day not too long ago when the number of questions went through the roof: emails, conversations, networking and everything else at once. That used to be a mess: answers that were the same, entries that were everywhere, and part of our team lost in that maze. I set very simple rules and grouped agents by category in Zendesk, and it all started working: we got every ticket grouped together, no duplicates, and everything could be tracked. We downloaded the report at the end of the day and found that response times had decreased and customers were delighted.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
