Zendesk Guide Review

​Easy to keep track of all the tickets that have come, you can categorize tickets and search for them based on that category.

What is most valuable?

Simplicity in the way tickets come in and how easy it is to reply. We also have it integrated with our chat tool Olark and when I am offline on chat then the offline chats come in through Zendesk.

How has it helped my organization?

Easy to keep track of all the tickets that have come, you can categorize tickets and search for them based on that category, you can add tags, create reports. They have good data reporting that gives ability to track performance, response times, and a zillion things that can be reported. We have integrated it with Olark and Jira as well.

What needs improvement?

The ability to share tickets with other members of the organization without having to buy license for each one. Change the date/time option from today, yesterday to actual day/date.

For how long have I used the solution?

I've been using it for four years.

What was my experience with deployment of the solution?

It was deployed by our IT team and so I cant answer to that but as far as I know we started with the free trial and liked it very much so started paying for it.

What do I think about the stability of the solution?

We have had no issues with the stability.

What do I think about the scalability of the solution?

We have had no issues with scaling it for our needs.

How are customer service and technical support?

The support is not on chat often which is quite frustrating if you want immediate answers but they do respond to tickets within 24 hours.

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

We previously used Salesforce. That was a very cumbersome system for simple customer ticketing. Salesforce is good if you have multiple teams using it for sales, support, admin, but we wanted a simple customer ticket system that was offered by Zendesk.

How was the initial setup?

We did offer a Zendesk instance to our partner client through us, and the deployment was not an issue at all.

What about the implementation team?

It was done by an in-house team.

What other advice do I have?

If you are looking for a simple ticketing system that anyone can understand and implement(support personnel who is not tech-savvy) then this is the one. Salesforce requires a person to be somewhat tech-savvy.

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