Zendesk Guide Review

The most valuable feature was its simplicity as it was made easy to use. It was good for a while, but the organization grew larger than the software and hence the upgrade to Salesforce.


What is most valuable?

The most valuable feature was its simplicity as it was made easy to use.

How has it helped my organization?

It was good for a while, but the organization grew larger than the software and hence the upgrade to Salesforce, which was more robust for the amount of end users.

What needs improvement?

They need to improve on the customization and having the ability to scale up.

For how long have I used the solution?

I worked with Zendesk for seven to eight months and then we switched to a customized version of Salesforce for Help Desk use.

What was my experience with deployment of the solution?

We had no issues with deployment.

What do I think about the stability of the solution?

The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups.

What do I think about the scalability of the solution?

As our organization grew, it couldn't scale to our needs. That's why we switched to Salesforce.

How are customer service and technical support?

Customer Service:

6/10

Technical Support:

6/10

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

There was nothing in place previously.

How was the initial setup?

It was straightforward as we just followed the instructions.

What about the implementation team?

We did it in-house.

What other advice do I have?

Make sure it is a fit for your business today and into the future.

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