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Zendesk Guide Primary Use Case

AM
Project Manager/Product Owner at a tech services company with 11-50 employees

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.

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Abha Jhunjhunwala - PeerSpot reviewer
Staff Technical Writer at Netradyne

One of our use cases of Zendesk Guide is to create a knowledge base. We also use it to host our videos and PDFs for customers. With Zendesk Guide, we have the Multibrand solution that we are leveraging, and we are creating multiple health centers, customized for each of our clients. 

We are working with the SaaS version of this solution. 

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AM
Project Manager/Product Owner at a tech services company with 11-50 employees

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.

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Buyer's Guide
Zendesk Guide
July 2022
Learn what your peers think about Zendesk Guide. Get advice and tips from experienced pros sharing their opinions. Updated: July 2022.
622,358 professionals have used our research since 2012.
Ludovic Leleu - PeerSpot reviewer
Customer service manager at a healthcare company with 1,001-5,000 employees

Our primary use case of Zendesk Guide is for care and use instructions, or for web shop instructions. We use it to provide basic knowledge about how eCommerce products work—for example, "How do I cancel an order?"—as well as for contact forms, like registrations of warranty. It's not standard, but you can build several contact forms for one brand. A use case we are building now is for storing product pages and information so that our support team can sell products that are not on the web shop. We also use it for information about the company and we link it with the live chat so that we can share articles on the Zendesk Guide directly into the live chat, which is a great help to customers. 

We have 23 brands, which means we have to develop 23 Zendesk Guides, all in different languages. I'm pretty sure this solution is cloud-based because we don't store anything into our system. 

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JW
Sr. HR Reporting Manager at a comms service provider with 10,001+ employees

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. 

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Buyer's Guide
Zendesk Guide
July 2022
Learn what your peers think about Zendesk Guide. Get advice and tips from experienced pros sharing their opinions. Updated: July 2022.
622,358 professionals have used our research since 2012.