Zendesk Guide Review

When you have a ticket(s) open it makes you accountable to get it resolved. It provides real data from a production perspective as well.


What is most valuable?

The reporting feature. It was easy to use and discover and trends occurring in the calls to discuss in meetings.

How has it helped my organization?

More accountability. When you have a ticket(s) open it makes you accountable to get it resolved. It provides real data from a production perspective as well.

What needs improvement?

Not that it was particularly difficult, but we needed direct assistance from Zendesk for the implementation.

For how long have I used the solution?

I used Zendesk daily for about two years.

What was my experience with deployment of the solution?

There were no problems with the deployment at all. It went very smoothly.

What do I think about the stability of the solution?

It's been very stable.

What do I think about the scalability of the solution?

There have been no issues scaling it for our needs.

How are customer service and technical support?

I personally never had to call Zendesk for tech support or customer service. That was funneled through a different person.

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

There was no previous ticketing system in place. Several others were evaluated but Zendesk being web based and having integration with Gmail was a big part of the deciding factor.

How was the initial setup?

I was not involved with the deployment.

What about the implementation team?

Implementation was done by one person other than me with the direct assistance of Zendesk.

What other advice do I have?

Of the several different help desk ticket systems I have used ZenDesk was the easiest to learn and use during a call.

Give Zendesk a serious look during your evaluation process. This product is scale-able for any size of help desk, has great reporting features, and easy to learn.

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