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.
84 Likeliness to Recommend
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Since last award
93 Plan to Renew
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Since last award
79 Satisfaction of Cost Relative to Value
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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.
+86 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
- Security Protects
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 Scripting
Agent Collaboration
Contact Center Integration
Intelligent Search
Multi Channel Support
Analytics and Reporting
Customer Service Workflow Management
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Business Value Created
Ease of IT Administration
Ease of Implementation
Usability and Intuitiveness
Quality of Features
Ease of Data Integration
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
Steffan L.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Oct 2023
Customer Support Excellence
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk offers omnichannel support, allowing us to manage customer inquiries from various channels, such as email, chat and other this improves overall satisfaction.
What is your favorite aspect of this product?
Self service options are available to the end user such as the knowledge base
What do you dislike most about this product?
Whilst Zendesk has a user friendly interface, it can be quite complex to learn how to use all the features and functionalities. This needs to be improved.
What recommendations would you give to someone considering this product?
I would suggest starting with a free trial, take advantage of the platform to review all of its features to see if this will fit your business needs.
Pros
- Enables Productivity
- Efficient Service
- Respectful
- Acts with Integrity
Cons
- Less Effective Service
- Charges for Enhancements
- Leverages Incumbent Status
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
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
