This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
+1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)

Zendesk

Zendesk for Service

Composite Score

8.5 /10

CX Score

8.8 /10

237 Reviews Write a Review

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

Filter By

1 Top Rated Capabilities

2 Top Rated Features

Latest Award, 2025

1 Top Rated Capabilities

0 Top Rated Features

2024

1 Top Rated Capabilities

0 Top Rated Features

2023

Service Experience
Contract Negotiation

2022

1 Top Rated Capabilities

0 Top Rated Features

2022

Zendesk for Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk for Service.

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

{y}

{name}

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?

1% Negative

10% Neutral

89% Positive

Pros

Respectful
Reliable
Efficient Service
Acts with Integrity

Feature Ratings

Average 80

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

Average 78

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

Also Featured in...

IT Service Management - Midmarket

Translation missing: en.product_page.ratings.score 8.3

View Zendesk for Service in this category (opens in a new tab)

Knowledge Management

Translation missing: en.product_page.ratings.score 8.2

View Zendesk for Service in this category (opens in a new tab)

Zendesk for Service Reviews

Joy U.

Role: Industry Specific Role
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2025

Very user friendly and flexible scalable pricing.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

It has unified workspace, which can be very useful

What is your favorite aspect of this product?

Easy to use, compared to other similar products

What do you dislike most about this product?

Nothing comes to mind right now.

What recommendations would you give to someone considering this product?

It's easy to onboard. And it's quite scalable, so you can use as a startup and grow with.

Pros

Efficient Service
Effective Service
Inspires Innovation
Saves Time

Ifeoma A.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

Powerful Platform

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk's ticketing system is highly regarded for its efficiency and effectiveness in managing customer support requests. It provides agents with the tools they need to track, prioritise, and resolve issues quickly.

What is your favorite aspect of this product?

The ticketing system's flexibility and efficiency are crucial for managing large volumes of support requests

What do you dislike most about this product?

The software is good

What recommendations would you give to someone considering this product?

Before implementing Zendesk, thoroughly assess your current support processes and identify your specific needs. This will help you choose the right Zendesk plan and configure the platform effectively.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Allison M.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

It is a great tool for organising support tickets.

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

It's a self taught app that's easy to navigate.

What is your favorite aspect of this product?

I love the automated ticketing system.

What do you dislike most about this product?

It has to be the reporting functionality.

What recommendations would you give to someone considering this product?

It's a good product to try out.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

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

+87 Net Emotional Footprint

How much do users love Zendesk for Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Community Management Creation and management of branded and focussed user communities.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

IT Service Management - Midmarket

Knowledge Management

Zendesk for Service Reviews

Joy U.

Very user friendly and flexible scalable pricing.

Likeliness to Recommend

Pros

Ifeoma A.

Powerful Platform

Likeliness to Recommend

Pros

Allison M.

It is a great tool for organising support tickets.

Likeliness to Recommend

Pros

Most Popular Zendesk for Service Comparisons

HubSpot Service Hub

Freshdesk

Microsoft Dynamics 365 Customer Service

Salesforce Service Cloud

Zoho Desk

Oracle Service

Title

2
Since last award

1
Since last award

2
Since last award

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