Anonymous UserSr. HR Reporting Manager at a comms service provider
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"The solution itself wasn't easy to set up."
"It wasn't easy to set up so we're only using a third of all of the features,"
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
Earn 20 points
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
Serviceaide Intelligent Service Management is ranked 24th in IT Service Management (ITSM) with 1 review while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 3 reviews. Serviceaide Intelligent Service Management is rated 6.0, while Zendesk Guide is rated 7.0. The top reviewer of Serviceaide Intelligent Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". Serviceaide Intelligent Service Management is most compared with ServiceNow, Clarity SM and Zoho Desk, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and TOPdesk.
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