Zendesk Guide Review

Insight analytics made the reporting process easier, but the more customization you do, the slower it will be.


What is most valuable?

  • Insight analytics
  • SLA
  • Business hours

How has it helped my organization?

Insight analytics made the reporting process easier. We integrated it with GoodData, and every time you need to create a report in order to see something, you just need to put the right elements into it.

What needs improvement?

The more customization you do, the slower it will be. Maybe this could be improved.

For how long have I used the solution?

I've used it for one year and two months.

What was my experience with deployment of the solution?

No issues encountered.

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?

Customer Service:

Never talk to them, we talk to our global IT.

Technical Support:

Never talk to them, we talk to our global IT.

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

No previous solution was used.

How was the initial setup?

The initial setup was step-by-step. I guess our global team upgrades the plan every now and then. It is better than to do complex ones the first time.

What about the implementation team?

In-house one. Never miss any training when there's a new tool.

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

We use the Professional plan, which costs $49 per agent per month.

What other advice do I have?

It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses. No other platform is better than this one.

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