Zendesk Guide Review

It’s simple enough for my helpdesk level one guys to use, so they actually use it.

Valuable Features

  • Web GUI
  • Ease of use

Improvements to My Organization

It’s simple enough for my helpdesk level one guys to use, so they actually use it. I can’t relay on end users to submit tickets, so I need to mandate ticket logging by my techs. I’ve worked in environments that used ticket systems that were just to cluttered and complex, so the techs simple didn’t use the system. Zendesk keeps it simple.

Room for Improvement

For end users who do submit tickets, they would often just respond to a thread from a previous email exchange and the email topic would get recycled even though they were contacting us about an entirely new topic, so tickets would be misleading. They need to fix the email thread response problem

Use of Solution

I've been using it for five years.

Deployment Issues

There have been no deployment issues.

Stability Issues

We've had no issues with its stability.

Scalability Issues

It has been able to scale well for our needs.

Customer Service and Technical Support

It's stellar.

Initial Setup

It was straightforward.

Implementation Team

We did it in-house.

Other Advice

Just buy it. It's worth it, and you’ll be happy.

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