Zendesk Guide OverviewUNIXBusinessApplication

Zendesk Guide is the #2 ranked solution in our list of top Knowledge Management Software. It is most often compared to ServiceNow: Zendesk Guide vs ServiceNow

What is Zendesk Guide?

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.

Buyer's Guide

Download the Help Desk Software Buyer's Guide including reviews and more. Updated: September 2021

Zendesk Guide Customers

Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania

Zendesk Guide Video

Pricing Advice

What users are saying about Zendesk Guide pricing:
  • "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."

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AM
Project Manager/Product Owner at a tech services company with 11-50 employees
Real User
Top 5Leaderboard
Good SLA options and reporting features but is not easy to set up

What is our primary use case?

We are in support. Zendesk is being used by the IT group help desk and also by our team. We are an internal team that supports SharePoint, Salesforce and Tableau. So we use it for tickets for customers' issues. And then of course I see folks use it for the help desk for everyone else internally.

Pros and Cons

  • "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 wasn't easy to set up so we're only using a third of all of the features,"

What other advice do I have?

To be honest with you, I thought Zendesk was a very good product. I didn't understand why we were moving to something else when we weren't using all of the features. Usually you use everything and then you outgrow that solution and look for a new solution. But to me that wasn't the case. So the biggest lesson for me was all three products. This is not an apple to apple comparison. You have to know what your requirements are and the roadmap, which is what I mentioned, but I didn't feel that Zendesk fell short at all. I felt management was making a decision without knowing what the future…
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
Real User
Top 5Leaderboard
Good SLA and integrates well with Salesforce but needs better APIs

What is our primary use case?

We are in support. Zendesk is being used by the IT group help desk and also by our team. We are an internal team that supports SharePoint, Salesforce, and Tableau. We use it for tickets for customer issues. We also use it for a help desk for everyone else internally.

Pros and Cons

  • "The product offers very good management. It has a great ability to assign tickets based on content."
  • "The solution itself wasn't easy to set up."

What other advice do I have?

We're using the Core Optimization package. We also have Zendesk Explore Professional, even though we're not really using it as well as the Zendesk Sunshine Lite. I'm not sure of the exact versions of the solution we're using. You really need to know how you are trying to service your customers to make a decision of whether or not to go with a particular solution. We were looking at three products. We were looking at ServiceNow, Zendesk, and also Service Cloud. You really need to know what are your requirements? What are your needs? And what your future roadmap? Those should have been the…
Find out what your peers are saying about Zendesk, ServiceNow, Atlassian and others in Help Desk Software. Updated: September 2021.
536,053 professionals have used our research since 2012.
JW
Sr. HR Reporting Manager at a comms service provider with 10,001+ employees
Real User
Top 20
Makes it easy to connect back and forth, but doesn't have a secure way for sending data

What is our primary use case?

We use Zendesk in multiple ways. We use it as a ticketing system for our reporting requests that come in for HR reporting. We also use Zendesk as a kind of workspace.

Pros and Cons

  • "It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
  • "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."

What other advice do I have?

I would give it a seven out of 10.