Zendesk Guide Review

We are able to divide the incoming tickets into several different categories and assign them to the appropriate team member.


What is most valuable?

As I am a big fan of assigning tasks to people who are most skilled at doing them in a timely fashion, I found the auto-tagging function to be most valuable. This way we were able to divide the incoming tickets into several different categories which were then assigned to team members who had the best expertise and skills to resolve them as quickly as possible.

How has it helped my organization?

During the downtime of one of our business partners we were experiencing several payment related issues and as such there was a huge amount of tickets relating to this problem which were being automatically assigned to the relevant team.

What needs improvement?

Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments. While the first one would be beneficial in cases when issue was resolved and needs only to be brought to attention the latter would be good when a specific issue would be dependent on several team members.

For how long have I used the solution?

I've using the post-2012 version for about 20 months.

What was my experience with deployment of the solution?

There were no issues with the deployment.

What do I think about the stability of the solution?

We had no issues with the performance.

What do I think about the scalability of the solution?

It's been able to scale for our needs.

How are customer service and technical support?

10/10 as they are prompt, courteous, and is available 24/7 via a wide array of channels. Zendesk's team was really great and when there were any issues or questions they were more than willing to assist. When there were issues with the stability and connectivity these were promptly resolved and we were updated on any of these.

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

We didn't have a ticketing solution in place before, and it was done mainly via emails.

How was the initial setup?

It's straightforward to implement, and the documentation is extensive. Zendesk is willing to assist if you have issues.

What about the implementation team?

We used an in-house team with assistance from the vendor. Should you have any questions you should ask Zendesk, they are there to help.

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