Zendesk Guide Review

This is one of the better solutions on the market for SMBs but it needs to allow more information to be put into tickets.

What is most valuable?

  • Merging similar incident tickets into one ticket as a problem ticket
  • APIs to integrate with other CRM solutions like Remedy and RemedyForce

How has it helped my organization?

  • Handling tickets within the SLA
  • Smart search of archived tickets for auditing purposes
  • Support metrics to analyse the work done by the support team during certain period of time.

What needs improvement?

The reports could be more fine tuned to enable better handling of tickets by individual agents and teams.

For how long have I used the solution?

I've used the webportal and the Android App for two years.

What was my experience with deployment of the solution?

No this is a simple online portal hosted on a cloud platform.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and technical support?

Zendesk tech support is done via a forum, but the knowledge base contains most of the technical knowledge.

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

No previous solution was used.

How was the initial setup?

It's straightforward.

What about the implementation team?

It was done in-house.

Which other solutions did I evaluate?

  • Remedy
  • RemedyForce

What other advice do I have?

This is one of the better solutions on the market for SMBs. It's good if your main concentration is tickets. It lacks features for attaching enough information in the ticket.

Which version of this solution are you currently using?

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