Zendesk Guide Review

Its set up makes it easier for everyone to use.

What is most valuable?

In Views there are lists of all unsolved tickets, recently updated tickets, pending tickets, etc. It makes it very easy for me to keep track of all the tickets.

How has it helped my organization?

I am already a very organized person but the product really does everything for you. The way it’s set up makes it very easy for agents, end-users, and administrators to use.

What needs improvement?

It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important. That when either party reads comments on tickets, they should be able to trust the content is unaltered form its original context. As per Zendesk, they feel it does not fit in with the direction and vision they have for Zendesk which to many people such as myself feel it’s ludicrous and not very sympathetic to the needs of its agents and administrators. Creating triggers is complicated and confusing. They should make it easier for agents.

For how long have I used the solution?

I have been using Zendesk for more than a year now in my current company. I am the Zendesk Administrator and in charge of all customer service within the company. I was introduced to the software at an accounting software company I worked for. It was used for customer support and to help their IT Department.

What was my experience with deployment of the solution?

We had no issues deploying it.

What do I think about the stability of the solution?

There have been no issues with the stability.

What do I think about the scalability of the solution?

I only receive a certain amount of tickets throughout my working day.

How are customer service and technical support?

The level of technical support is very good and they are very helpful.

Which solution did I use previously and why did I switch?

The product had been set up right before I started working at AP&G. I found out after I was hired I would be using Zendesk which of course I was happy about since I already was familiar with the software but I certainly have learned the software much more in depth in the recent months.

How was the initial setup?

I have to admit when I started working here at AP&G, I actually got more involved into learning how to use the software better since I was the only person basically using it. I made sure to ask as many questions as I could to Zendesk support and read as many articles the Zendesk Community had to offer.

What about the implementation team?

We did it in-house.

What was our ROI?

ROI I would say it has been good.

What's my experience with pricing, setup cost, and licensing?

The pricing is pretty fair. Of course it all depends on what kind of business you’re running and how much traffic you have and of course how many agents would be using it.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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