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Zendesk

Zendesk for Service

Composite Score

8.5 /10

CX Score

8.7 /10

229 Reviews Write a Review

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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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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

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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

11% Neutral

88% Positive

Pros

Reliable
Respectful
Acts with Integrity
Security Protects

Feature Ratings

Average 80

Customer Self Service Capabilities

Customer Service Knowledge Management

Agent Scripting

Agent Collaboration

Contact Center Integration

Intelligent Search

Analytics and Reporting

Customer Service Workflow Management

Mobile Customer Care

Multi Channel Support

Customer Community Management

Vendor Capability Ratings

Average 78

Business Value Created

Ease of IT Administration

Ease of Data Integration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training

Also Featured in...

Knowledge Management

Score 8.2

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

IT Service Management - Midmarket

Score 8.1

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

Zendesk for Service Reviews

Precious E.

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

Validated Review

Verified Reviewer

Submitted Jul 2025

Reliable & Feature-Rich Customer Service Platform

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk for Service stands out due to its intuitive multi-channel support, powerful automation features, extensive integrations, and user-friendly interface that enhances agent productivity and improves customer satisfaction.

What is your favorite aspect of this product?

My favorite aspect of Zendesk for Service is its seamless multi-channel support combined with powerful automation tools, which make managing customer interactions efficient and straightforward.

What do you dislike most about this product?

What I dislike most about Zendesk for Service is the pricing structure, which can become expensive as you add more agents or need advanced features, and the limited customization options without developer support.

What recommendations would you give to someone considering this product?

I would recommend Zendesk for Service to organizations looking for a reliable, scalable customer support platform with strong multi-channel capabilities and automation. However, be sure to carefully evaluate pricing plans and consider your team’s size and needs, as costs can increase quickly with additional features and agents. Take advantage of trial periods to assess usability and integrations before committing.

Pros

Reliable
Enables Productivity
Trustworthy
Effective Service

Cons

Less Generous
Under Delivered
Commodity Features

Joshua A.

Role: Information Technology
Industry: Gaming and Hospitality
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2025

Zendesk: A Friendly Customer Support Tool

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

User-friendly interface that is simple to understand and use. Also, based on some experience I’ve had with other tools, I find Zendesk to be more reliable.

What is your favorite aspect of this product?

I like Zendesk because it’s easy to use and helps teams work together to solve customer problems quickly.

What do you dislike most about this product?

The interface is not very colorful or lively compared to other tools like Intercom, which can make it feel a bit plain.

What recommendations would you give to someone considering this product?

Take time to learn the different features. This will go a long way to ensure you interact effectively with your customers and enhance your job productivity.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

ThankGod S.

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

Validated Review

Verified Reviewer

Submitted May 2025

Zendesk is a solid platform

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Zendesk offers a polished, unified experience across multiple communication channels, making it easier for teams to manage customer support without losing context. The app marketplace and integrations are also more extensive than many alternatives.

What is your favorite aspect of this product?

The ticketing system is very efficient and user-friendly. Everything is neatly organized—emails, chats, social messages—all in one place, which helps agents respond quickly and stay productive.

What do you dislike most about this product?

The reporting and analytics features feel limited unless you upgrade or use additional tools. Customizing dashboards and extracting deep insights can be a bit cumbersome for non-technical users.

What recommendations would you give to someone considering this product?

Take time to properly configure Zendesk to fit your workflow before going live. It's a powerful tool, but it truly shines when tailored to your team's specific support processes. Also, invest in training your agents—there’s a bit of a learning curve, but it pays off.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

Zendesk for Service

What is Zendesk for Service?

Company Details

Book a Free Demo Today!

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

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.

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.

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).

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

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

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.

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.

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...

Knowledge Management

IT Service Management - Midmarket

Zendesk for Service Reviews

Precious E.

Reliable & Feature-Rich Customer Service Platform

Likeliness to Recommend

Pros

Cons

Joshua A.

Zendesk: A Friendly Customer Support Tool

Likeliness to Recommend

Pros

ThankGod S.

Zendesk is a solid platform

Likeliness to Recommend

Pros

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Feature Ratings

Customer Self Service Capabilities

Customer Service Knowledge Management

Agent Scripting

Agent Collaboration

Contact Center Integration

Intelligent Search

Analytics and Reporting

Customer Service Workflow Management

Mobile Customer Care

Multi Channel Support

Customer Community Management

Vendor Capability Ratings

Business Value Created

Ease of IT Administration

Ease of Data Integration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training