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

Douglas S.

Role: Vendor Management
Industry: Gaming and Hospitality
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2023

Zendesk is omnipresent.

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

It's simplicity and presence in the market.

What is your favorite aspect of this product?

I love how it didn't take me very long to learn how to answer tickets, it all came very natural to me.

What do you dislike most about this product?

I guess the automations could be implemented a bit more easily, but that's nothing compared to the benefits it brings.

What recommendations would you give to someone considering this product?

If you want to provide customer support, this is it.

Pros

Continually Improving Product
Reliable
Enables Productivity
Inspires Innovation

Amina V.

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

Validated Review

Verified Reviewer

Submitted Feb 2023

Good, but hard to implement

Likeliness to Recommend

6 /10

What differentiates Zendesk for Service from other similar products?

All features are collected in one platform, which makes service easier in customer support.

What is your favorite aspect of this product?

Customization of chats, emails, and features is highly appreciated.

What do you dislike most about this product?

Constant bugs, errors, and slow working makes service time-consuming. Also, algorithms for emails (such as suspends and etc.) are bizarre, which has caused a lot of problems in our business recently.

What recommendations would you give to someone considering this product?

Learn more before implementing. Learn about macros, mails connectors, and features before starting to use them.

Pros

Reliable
Trustworthy
Respectful
Inspires Innovation

Cons

Commodity Features
Less Performance Enhancing
Less Productive

Ruddho H.

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

Validated Review

Verified Reviewer

Submitted Dec 2022

Bare bones ticketing system with user friendly GUI

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Easy to understand the in's and out's of the software with great implementation of macros

What is your favorite aspect of this product?

User-friendly yet dated GUI ( infrastructure of the GUI is good but very dated )

What do you dislike most about this product?

Dated looking GUI

What recommendations would you give to someone considering this product?

Great ticketing system for a Tech Support team starting out in the field

Pros

Performance Enhancing
Efficient Service
Caring
Reliable

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

Douglas S.

Zendesk is omnipresent.

Likeliness to Recommend

Pros

Amina V.

Good, but hard to implement

Likeliness to Recommend

Pros

Cons

Ruddho H.

Bare bones ticketing system with user friendly GUI

Likeliness to Recommend

Pros

Most Popular Zendesk for Service Comparisons

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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