Zendesk Guide Review

It helped with tracking tickets and identifying trends in help desk calls.

What is most valuable?

  • Reporting
  • Tracking

How has it helped my organization?

When I used it, it helped with tracking tickets and identifying trends in help desk calls.

For how long have I used the solution?

I used it for two years.

What was my experience with deployment of the solution?

No issues, it went well.

What do I think about the stability of the solution?

I did not experience any stability issues during the two years I used Zendesk.

What do I think about the scalability of the solution?

None at all.

How are customer service and technical support?

Customer Service:

I never had to call customer service. That was done by the admin person.

Technical Support:

I personally never had to call the Zendesk tech support, as again it was handled by admin.

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

At the time I was employed at that company there was no help desk ticket system in use prior to implementing Zendesk.

What about the implementation team?

There was one person who worked with Zendesk to implement it.

Which other solutions did I evaluate?

  • ZoHo
  • Freshdesk
  • SysAid

What other advice do I have?

Zendesk is a great product but find a software package that will work best for your team and company.

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