Zendesk Guide Competitors and Alternatives

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Nick Border
Project Manager at Ark Data Centres Limited
Real User
Top 5
Enabled us to have a better workflow for tickets and provides us with multilayered service management

What is our primary use case?

We're an unusual company where we don't have a traditional IT service desk. We do have an IT support team, we have a separate networks team, and we have our general client service desk. So what we wanted from SysAid, is something that was more customizable, more user-friendly, and didn't require huge amounts of consultancy to maintain and develop. We've got 14 directly using it, in various small service desk roles and three different IT-type network teams who do general client service desk. Most of my environment is in IT. We do have a very large network of organizations that we've built and… more »

Pros and Cons

  • "It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
  • "The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

What other advice do I have?

The service desk and automation orchestration have not yet affected our employee onboarding processes. We are expecting it to be more automated. We'll also have workflow around it for approvals and for new starters. We want it to create tickets for laptop builds and stuff like that. That's all planned for the future, but it's not quite there yet. My advice would be not to wait long to change. SysAid is so much easier than the previous tools we had. I wouldn't hesitate to use it anywhere else in the future. I'm confident in installing a new version of SysAid and getting it up and running in a…
Mitchell Fitzpatrick
Junior Engineer at a tech services company with 11-50 employees
Real User
Top 20Leaderboard
Good automation and integrates with other systems, but the interface is a bit complicated

What is our primary use case?

We use this solution for several use cases. For example, it is used for our entire procurement area and ordering all of our stock on hand. It is used for ordering smartphones and smart devices. We also use it for managed services because we provide IT services to clients. It receives and manages bulk tickets from a variety of different clients. Essentially, it is our ticketing and CRM system.

Pros and Cons

  • "The most valuable feature is the management of projects from start to finish."
  • "It needs to be easier to share tickets between users who need to work together."

What other advice do I have?

My advice to anybody who is implementing this solution or another CRM is to migrate slowly and bring across departments one at a time. Definitely map out the entire migration to make sure that everything is aligned correctly. Otherwise, you'll run into issues. I would rate this solution a seven out of ten.
Get our free report covering ServiceNow, Atlassian, Atlassian, and other competitors of Zendesk Guide. Updated: July 2021.
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