Overview
Product Information on Zendesk for service
What is Zendesk for service?
Zendesk for service Pricing
Overall experience with Zendesk for service
“Reliable, Scalable, and Flexible Support Platform”
“Robust Integration Ecosystem Connects Customer Service with Essential Business Tools”
About Company
Company Description
Zendesk was founded in 2007 with the aim of revolutionizing customer experience by allowing businesses to shift their customer service to the online world. Zendesk facilities billions of conversations, linking an extensive range of brands with millions of customers via various platforms such as telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Developed in Copenhagen, Denmark, and grown in California, the company now employs a considerable workforce worldwide.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Zendesk for service
Reviewer Insights for: Zendesk for service
Deciding Factors: Zendesk for service Vs. Market Average
Performance of Zendesk for service Across Market Features
Zendesk for service Likes & Dislikes
Quick, code-free configuration: Triggers, automations, macros let us adjust the platform without engineering. Proven scale and stability: Handles hundreds of agents, tens of thousands of tickets with solid uptime and no noticeable issues. Strong integration options: Open APIs let us slot in other tools in our ecosystem and allow us to send data to and from Zendesk. Responsive support: Premier Support and our in-region account team
Read Full ReviewThe overall platform is easy to manage and automation like triggers and macros save us time on repetitive tasks. The integration ecosystem is robust, allowing us to connect Zendesk with other tools we rely on, like Jira and Slack.
Read Full ReviewZendesk for Service is great, I can see all customer messages in one place no matter if they come from email or social media. It helps me stay organized and respond faster. I also like the tools that save time like automatic replies and ticket sorting. The reports are helpful too because they show how well I am doing and where I can improve.
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Costly feature packaging: New capabilities are increasingly locked behind pricey add-on bundles. At our scale, upgrading a package can run into the millions, and justification can be tough. Tight API limits: The default API rate cap is lower than some competitors. This forces workarounds or paid limit increases. Some administrator limitations: Zendesk lacks distinction between 'read' and 'write' permissions for configuration settings. This means that we can't allow the teams that craft our routing can't view the routing rules without having permission to edit them.
Read Full ReviewThe admin interface can feel unintuitive at times, especially when setting up advanced workflows. Performance can occasionally lag when handling a high volume of tickets
Read Full ReviewIt can be a bit hard to set up and learn at first also it takes time to understand how everything works and sometimes the system feels slow when handling a lot of tickets and I wish there were more simple ways to customize the layout without needing extra help.
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Peer Discussions
Zendesk for service Reviews and Ratings
- DIRECTOR OF CENTRAL SERVICES50M-1B USDIT ServicesReview Source
Centralizes Customer Requests But Setup and Customization May Present Challenges
It helps me manage customer requests efficiently and keeps everything organized in one place. I like how it improves communication and makes it easier to solve issues quickly even though it took some time to get used to the system, once I learned it the workflow became much smoother. Its a reliable tool that supports good customer service and helps maintain strong relationships with customers. - ELECTRICAL ENGINEER1B-10B USDConstructionReview Source
Multichannel Customer Support Managed From Single Dashboard With Automation And AI Tools
Zendesk for service helps us deliver exceptional customer experiences and streamline our support operations. Integrates seamlessly with most of the platforms we use, and this ensures all customer data is in one place.Offers the flexibility and customization tools that are necessary to tailor the platform to our specific requirements.Provide multichannel support which allows our support team to manage all communication channels from one dashboard.Has a powerful ticketing functionality that manages customer requests nicely and in turn helps teams work together and set priorities. - Web Developer50M-1B USDIT ServicesReview Source
Zendesk Integrates Ticketing, Collaboration and Self-Service for Streamlined Operations
Overall Zendesk for Service delivers world-class, quick and seamless customer service and support.Amaze the way it offers automated communication that fosters user experience. The ticketing feature enhances customer support by linking queries from various channels eg email, social media and phone into a single space, which makes tracking and resolving customer issues easier.There are powerful collaboration features that work alongside the self-service portal. - Engineering Manager1B-10B USDSoftwareReview Source
Reliable, Scalable, and Flexible Support Platform
Zendesk has been a reliable, easily configured core platform for our company's operations. Since our 2021 migration, it has scaled to hundreds of agents serving our 250 million monthly active users, and its triggers, automations, and granular tools allow us to set the platform up for success, and refine workflows without code to deliver issues to the team who will resolve them quickest. Frustrations are mostly commercial: new features are increasingly gated behind expensive add-on packages, and the API rate limits are lower than some competitors - making large scale integrations harder. Overall, Zendesk remains central to delivering fast, consistent support for our users, and I would recommend it to other large SaaS organisations. - Accounts Manager1B-10B USDServices (non-Government)Review Source
Zendesk Centralizes Customer Communications With Integrations and Automation Features
Zendesk is a very productive and flexible tool for customer service.We are very happy with its performance that has made us build a powerful presence for our customer anytime they need us and offer a centralized space where we are able to check all our customers messages without need of switching platforms. Provides numerous integrations with tools like project management tools, collaboration tools and CRM systems. Features like automation, customer ticket fields and prebuilt dashboards streamline the ticketing system by delivering exceptional customer support across various channels. Also offers the most effective live chat functionality to support and interact with customers.