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Zendesk

Zendesk for Service

Composite Score

8.5 /10

CX Score

8.7 /10

235 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

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

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.

+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 Scripting

Agent Collaboration

Contact Center Integration

Multi Channel Support

Intelligent Search

Analytics and Reporting

Customer Service Workflow Management

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Average 78

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Ease of Implementation

Quality of Features

Ease of IT Administration

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

Score 8.3

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

Knowledge Management

Score 8.2

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

Zendesk for Service Reviews

Hope H.

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

Validated Review

Verified Reviewer

Submitted Sep 2025

Top notch product for swift customer service.

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has an incredibly easy to use ticketing system.

What is your favorite aspect of this product?

It’s ticketing and live chat features are very seamless.

What do you dislike most about this product?

Not applicable.

What recommendations would you give to someone considering this product?

It is a great product and I greatly recommend.

Pros

Continually Improving Product
Reliable
Enables Productivity
Efficient Service

Shahnawaz A.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2025

Great for Ticket Management,Powerful Support Tool

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk is generally praised for having a clean, intuitive UI, which reduces the learning curve for agents. Setup tends to be simpler compared to big, more complex platforms

What is your favorite aspect of this product?

The ability to manage email, chat and phone interactions all from one workspace. It saves agents time, reduces context-switching, and gives customers a consistent experience no matter how they reach out.”

What do you dislike most about this product?

No dislike for now.very good product for an IT support ticketing.

What recommendations would you give to someone considering this product?

Zendesk is cost-effective for small to mid-sized teams but can get pricey at enterprise scale. Keep an eye on ROI

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Temitope O.

Role: Sales Marketing
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2025

Amazing Software

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk for Service stands out because of its intuitive interface, powerful automation features, and scalability across businesses of all sizes. Unlike many competitors, it integrates seamlessly with a wide range of third-party apps, provides strong analytics, and allows omnichannel support through email, chat, social media, and phone in a single dashboard.

What is your favorite aspect of this product?

My favorite aspect of Zendesk for Service is its ease of use and customization. It is simple for agents to navigate, while still offering advanced features like automated workflows, macros, and AI-powered chatbots that save time and improve response efficiency.

What do you dislike most about this product?

What I dislike most is that some of the more advanced reporting and customization options are only available on higher-tier plans, which can make it costly for smaller teams. Additionally, the initial setup can feel overwhelming if you don’t have prior experience with customer support platforms.

What recommendations would you give to someone considering this product?

I would recommend carefully assessing your support needs and budget before choosing a Zendesk plan, since features vary by tier. Make use of the trial period to test integrations, explore reporting, and train your team. If scalability and omnichannel support are priorities, Zendesk for Service is an excellent long-term solution.

Pros

Unique Features
Efficient Service
Effective Service
Inspires Innovation

Zendesk for Service

What is Zendesk for Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

Zendesk for Service Ratings

85 Likeliness to Recommend

2 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

+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 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.

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

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).

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.

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.

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.

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

Hope H.

Top notch product for swift customer service.

Likeliness to Recommend

Pros

Shahnawaz A.

Great for Ticket Management,Powerful Support Tool

Likeliness to Recommend

Pros

Temitope O.

Amazing Software

Likeliness to Recommend

Pros

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Feature Ratings

Customer Service Knowledge Management

Customer Self Service Capabilities

Agent Scripting

Agent Collaboration

Contact Center Integration

Multi Channel Support

Intelligent Search

Analytics and Reporting

Customer Service Workflow Management

Mobile Customer Care

Customer Community Management

Vendor Capability Ratings

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Ease of Implementation

Quality of Features

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training