Zendesk

Zendesk for Service

Composite Score

8.5 /10

CX Score

8.7 /10

225 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.

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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

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

92 Plan to Renew

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?

2% Negative

10% Neutral

88% Positive

Pros

Reliable
Respectful
Performance Enhancing
Efficient Service

Feature Ratings

Average 79

Customer Self Service Capabilities

Contact Center Integration

Agent Collaboration

Customer Service Knowledge Management

Intelligent Search

Agent Scripting

Customer Service Workflow Management

Analytics and Reporting

Mobile Customer Care

Customer Community Management

Multi Channel Support

Vendor Capability Ratings

Average 78

Ease of IT Administration

Ease of Data Integration

Ease of Implementation

Business Value Created

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

Courtney Anne N.

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

Validated Review

Verified Reviewer

Submitted Feb 2025

Great for connecting teams to help customers!

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Team members can connect and work on tickets very easily! Internal note feature is helpful and reliable.

What is your favorite aspect of this product?

Ease of use! While there are a lot of features, everything is still easy to navigate.

What do you dislike most about this product?

I wish there were more filters and tools to organize tickets.

What recommendations would you give to someone considering this product?

Take full advantage of the cross team functionality.

Pros

Performance Enhancing
Enables Productivity
Effective Service
Respectful

Cons

Less Generous

Magno G.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2024

It is an easy and useful system, wonderful

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

I think Zendesk offers an excellent service to manage the company's very high customer demand

What is your favorite aspect of this product?

ease of use and intuitive interface

What do you dislike most about this product?

some errors that sometimes occur during use.

What recommendations would you give to someone considering this product?

improve and expand integrations to other platforms and social networks

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Serge S.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Have an extraordinary ally at your fingertips

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

In addition to managing tickets, he has helped the company communicate better with our customers and other stakeholders. When it comes to internal and external customer service and support, it is invaluable and ahead of the curve. Our ability to receive, distribute and respond to tickets efficiently, as well as register customers and centralize data across the organization, has improved tremendously.

What is your favorite aspect of this product?

Zendesk is a great tool for managing support and assistance issues; we use it internally to address employee concerns and externally to provide better care and support to all of our customers. It has a simple user interface that doesn't overwhelm consumers.

What do you dislike most about this product?

New users can get up to speed faster if the platform would have a help module that offered lessons or step-by-step guides to more complicated functions.

What recommendations would you give to someone considering this product?

Knowing Zendesk's capabilities and the value it adds to your company's service and support for both customers and employees, it's easy for me to recommend the software. Managing tickets has never been easier with this tool.

Pros

Helps Innovate
Continually Improving Product
Reliable
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

92 Plan to Renew

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.

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

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

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.

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

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

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

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

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.

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

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

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.

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.

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

Courtney Anne N.

Great for connecting teams to help customers!

Likeliness to Recommend

Pros

Cons

Magno G.

It is an easy and useful system, wonderful

Likeliness to Recommend

Pros

Serge S.

Have an extraordinary ally at your fingertips

Likeliness to Recommend

Pros

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Feature Ratings

Customer Self Service Capabilities

Contact Center Integration

Agent Collaboration

Customer Service Knowledge Management

Intelligent Search

Agent Scripting

Customer Service Workflow Management

Analytics and Reporting

Mobile Customer Care

Customer Community Management

Multi Channel Support

Vendor Capability Ratings

Ease of IT Administration

Ease of Data Integration

Ease of Implementation

Business Value Created

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