2020-12-10T05:09:52Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
  • 0
  • 36

What is your experience regarding pricing and costs for Zendesk Guide?

Hi,

We all know it's really hard to get good pricing and cost information.

Please share what you can so you can help your peers.

6
PeerSpot user
6 Answers
KK
Director at a construction company with 1,001-5,000 employees
Real User
2022-02-21T07:55:00Z
Feb 21, 2022

The licensing should be more extensive and not broken into individual pieces. It's hard to figure out what you need at the outset.

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CezarCardon - PeerSpot reviewer
FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam
MSP
Top 20
2021-12-08T06:39:19Z
Dec 8, 2021

We found the solution to be a bit expensive. We were using the level just below enterprise grade. There aren't really any extra costs beyond the standard licensing.

Ludovic Leleu - PeerSpot reviewer
Customer service manager at a healthcare company with 1,001-5,000 employees
Real User
Top 10
2021-12-03T15:55:51Z
Dec 3, 2021

Zendesk Guide is linked to your Zendesk license, so there are no additional costs.

Abha Jhunjhunwala - PeerSpot reviewer
Staff Technical Writer at Netradyne
Real User
Top 10
2021-11-29T10:15:59Z
Nov 29, 2021

Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes. Compared to this, Confluence doesn't work out very cheap either, but then Confluence is a game of numbers—if you have a lot of people in your company and you're planning to buy it for everybody, then even the documentation team can leverage that.

AM
Project Manager/Product Owner at a tech services company with 11-50 employees
Real User
Top 5Leaderboard
2020-12-13T06:23:00Z
Dec 13, 2020

The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore Professional, Zendesk Gather Professional and Zendesk Sunshine Lite. All of these things are not being leveraged today. So it looks like we were just using Zendesk Support Enterprise, and the vendor was sharing with us basically what we had and what we were using.

AM
Project Manager/Product Owner at a tech services company with 11-50 employees
Real User
Top 5Leaderboard
2020-12-10T05:09:52Z
Dec 10, 2020

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. There are no other fees. Many items were actually grandfathered in. We have Zendesk Guide Professional, Zendesk Explore Professional, Zendesk Gather Professional and Zendesk Sunshine Lite. All of these things are not being leveraged as of today. It looks like we were using just Zendesk Support Enterprise, and the vendor was sharing that with us.

Learn what your peers think about Zendesk Guide. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
656,474 professionals have used our research since 2012.
Related Questions
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Feb 21, 2022
Hi Everyone, What do you like most about Zendesk Guide? Thanks for sharing your thoughts with the community!
2 out of 7 answers
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
Dec 10, 2020
The product offers very good management. It has a great ability to assign tickets based on content.
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
Dec 13, 2020
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_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Feb 21, 2022
Please share with the community what you think needs improvement with Zendesk Guide. What are its weaknesses? What would you like to see changed in a future version?
2 out of 7 answers
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
Dec 10, 2020
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.
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
Dec 13, 2020
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.
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