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

8.7 /10

233 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.

84 Likeliness to Recommend

1
Since last award

93 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

1
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.

+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?

1% Negative

10% Neutral

89% Positive

Pros

Reliable
Respectful
Acts with Integrity
Security Protects

Feature Ratings

Average 80

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

Average 78

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

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

Luke G.

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

Validated Review

Verified Reviewer

Submitted Jul 2023

A great all round CS management tool!

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Customer knowledge base is excellent

What is your favorite aspect of this product?

Customer knowledge base / daily reporting

What do you dislike most about this product?

Some setup could be simplified through templates

What recommendations would you give to someone considering this product?

A good CS service engine with a built in customer knowledge base and portal

Pros

Efficient Service
Effective Service
Helps Innovate
Continually Improving Product

Cons

Under Delivered

Stephanie D.

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

Validated Review

Verified Reviewer

Submitted Jul 2023

Can be confusing until you get used to it.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

I have not used other products.

What is your favorite aspect of this product?

Ability for multiple stakeholders to view tickets and interact with customers.

What do you dislike most about this product?

User interface can be confusing.

What recommendations would you give to someone considering this product?

It is a helpful tool, and can fit easily in your tech stack.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Dawid K.

Role: Industry Specific Role
Industry: Energy
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2023

Overall good, but expensive ticketing system

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Very good data analysis and report engine, automation and triggers, ease of implementation

What is your favorite aspect of this product?

Easy to use, intuitive, readily integrates a lot of customers and communication channels

What do you dislike most about this product?

No filtering, limited amount of easily accessible views, pretty expensive, hard to manage internal vs. external communication in one thread

What recommendations would you give to someone considering this product?

Not the greatest solution for engineering and technical support teams, consider if you have more communication channels than only mail, you will appreciate the powerful reporting engine (Explore)

Pros

Continually Improving Product
Reliable
Performance Enhancing
Respectful

Cons

Less Efficient Service
Less Effective Service
Commodity Features

Latest Research

Zendesk for Service

What is Zendesk for Service?

Company Details

Need Assistance?

Awards & Recognition

Zendesk for Service Ratings

84 Likeliness to Recommend

1 Since last award

93 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+86 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 Scripting Recommend resolution steps to agents based on machine learning or AI.

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

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.

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

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

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

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 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.

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.

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.

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

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

Luke G.

A great all round CS management tool!

Likeliness to Recommend

Pros

Cons

Stephanie D.

Can be confusing until you get used to it.

Likeliness to Recommend

Pros

Dawid K.

Overall good, but expensive ticketing system

Likeliness to Recommend

Pros

Cons

Most Popular Zendesk for Service Comparisons

HubSpot Service Hub

Freshdesk

Salesforce Service Cloud

Microsoft Dynamics 365 for Customer Service

Zoho Desk

Oracle Service

Title

1
Since last award

1
Since last award

1
Since last award

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