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Zendesk Guide Valuable Features

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

In terms of the most valuable features, we like the SLA options and the reporting feature because it runs a report.

Additionally, it has good management, the ability to sign tickets based on content, multi-channel support, the self-service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.

We go in there and we set up our requests for how we want it for each of our groups, meaning for the Salesforce team, and so forth. And then we change it accordingly, adding different features or attributes based on the need, and then run reports.

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Abha Jhunjhunwala - PeerSpot reviewer
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. 

Another valuable feature is the security, which is very robust. The JWT and the SSO give us peace of mind, knowing that our content is secure and that nobody else can access it. They have tie-ups with various video platforms, so we can host our videos there, and then we can just add the code here once. Then, when the video changes, we don't have to update the code—it happens seamlessly. 

I could go on and on. Another valuable feature is that we can customize user access for content. In Zendesk Guide, we have various levels of approval which the content can go through before it is released. We can actually set the release date for particular content in the future, so that we don't have to keep track of it, and it automatically gets released then. Also, the labeling feature enables us to conduct very smart searches. 

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CezarCardon - PeerSpot reviewer
FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam

What is cool about Zendesk is that they invest a lot in their documentation. If you spend a reasonable amount of hours reading the documentation, you can have a good understanding of how the solution works. 

By default, by just using their predefined templates, you can get something very nice. 

I like how it works together with support. With Zendesk support we can insert articles in our resolution to close the ticket. Your colleagues can collaborate on everything as well including work and updating an article.

The fact that you can set up an approval process, where everybody can have their own opinion, however, in the end, I was the one that was validating or not. 

The insights they provide are great. For example, you can find out what are the most popular articles? What are the articles that are not that popular? What are the keywords that people search? In that case, if they don't find anything or almost nothing, that is a clear trigger for us to write an article or improve a current one about a specific topic based on search trends.

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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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.
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.

There is multi-channel support and a self-service portal.

The product integrates well with Salesforce

The product features as we were currently using them are fantastic.

The solution offers a very good SLA. 

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Ludovic Leleu - PeerSpot reviewer
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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KK
Director at a construction company with 1,001-5,000 employees

We've been satisfied with its general capabilities. 

The stability has been very good.

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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.