Zendesk Guide Room for Improvement

reviewer1434366
Sr Business Analyst III/ Project Manager at a tech services company with 1,001-5,000 employees
In terms of what could be improved, it was not easy to set up so we're only using a third of all of the features, and we wanted something that was easier to configure and set up. I asked my director how come we don't just keep Zendesk because it doesn't cost anything, we're already paying for the file. Why would we turn around and buy a Cadillac, like ServiceNow for IT? He said because we're only using some of the features. We don't have anyone who has the skill set to do the configuration. And the way the service model is with ServiceNow, we have a team that uses it in our organization. So we have the internal expertise instead of relying on a vendor for support. View full review »
reviewer1434366
Sr Business Analyst III/ Project Manager at a tech services company with 1,001-5,000 employees
We concerned with and want to understand more about the change management features of the solution. The solution itself wasn't easy to set up. We're only using a third of all of the features, and we wanted something that was more simple to configure and set up. We don't have anyone who has the skill set to do the configuration. On top of that, the way the service model is, we have a team that are practicing within our organization. We would like to have the expertise internally instead of relying on a vendor for support. Anything that's related to the HelpDesk, where they're tracking, your device, your phone, that kind of stuff, would be nice if it was included. The solution should offer API connections to make it easier to integrate between other solutions. View full review »
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