2020-12-10T05:09:52Z
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
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What needs improvement with Zendesk Guide?

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?

7
PeerSpot user
7 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 model needs to be more customer-friendly. At the moment you have to buy different pieces. ServiceNow, for example, provides just a part of their premium. There needs to be better insights and analytics. Right now it's lacking. The dashboard could be better. We haven't bought service provisioning. We haven't bought the knowledge base, those were part of the main product. The chatbot is there, however, we tried it and it was lacking.

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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

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. It has 25 to 30 reviews, however, that's not right as 80% of those reviews were by my team, not by the customer. They need to find a way to separate internal link clicks from external ones.

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'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. An additional feature I would like to see is an option to pay more for a more refined template.

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

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. They're still evolving, and though I feel like there is a lot that they can improve on, I am seeing ongoing improvement. Another improvement they could make is in regard to article editing. When you edit an article, the facilities provided aren't customizable. They could make it customizable and let the user choose their own font for headings and the paragraph, the number of headings they want, and just let us do a little bit more. When you add an image, even the resizing of the image is manual—they could provide an image resizing tool, to let us pick the size of the image, and make the process easier. As for additional features, I have noticed that Zendesk is concentrating more on the suite: messaging services, chatbot, etc. However, what they don't seem to realize is that most of their customers are using Zendesk for the knowledge base. They need to make the features within the knowledge base a little more robust. We are also looking for some enhancements. For example, I wanted a PDF download facility, but I just had to code it internally because Zendesk has an app, but you need to buy it and plug it in.

JW
Sr. HR Reporting Manager at a comms service provider with 10,001+ employees
Real User
2021-09-01T22:14:33Z
Sep 1, 2021

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. I've dabbled a little bit in the reporting features, and it seems like they're a little bit limited, but it might be because of how we have it set up. It might be how we're configuring it or because we're not buying the higher-level reporting system for it.

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

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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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 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.

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.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Feb 21, 2022
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.
2 out of 6 answers
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
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.
AM
Project Manager/Product Owner at a tech services company with 11-50 employees
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.
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