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Zendesk Guide Pros

AM
Project Manager/Product Owner at a tech services company with 11-50 employees
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.
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Staff Technical Writer at Netradyne
One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting.
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FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam
What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.
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Learn what your peers think about Zendesk Guide. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
564,997 professionals have used our research since 2012.
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
The product offers very good management. It has a great ability to assign tickets based on content.
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Customer service manager at a healthcare company with 1,001-5,000 employees
One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use.
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JW
Sr. HR Reporting Manager at a comms service provider with 10,001+ employees
It is very easy to connect back and forth between the requester and the person fulfilling the ticket.
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Zendesk Guide Cons

AM
Project Manager/Product Owner at a tech services company with 11-50 employees
It wasn't easy to set up so we're only using a third of all of the features,
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Staff Technical Writer at Netradyne
Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it.
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FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam
If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article.
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Learn what your peers think about Zendesk Guide. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
564,997 professionals have used our research since 2012.
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
The solution itself wasn't easy to set up.
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Customer service manager at a healthcare company with 1,001-5,000 employees
Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple.
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JW
Sr. HR Reporting Manager at a comms service provider with 10,001+ employees
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.
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Learn what your peers think about Zendesk Guide. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
564,997 professionals have used our research since 2012.