4me.com vs. Zendesk Guide

Great visibility of asset assignment to user but not so good if you track also assignment of user rights through CI for users. It would be nice if you can group types of assets/configuration items to user not to show everything mixed up. There is great options to adopt product to your particular needs, there are options for adding some special fields in process automation to help to have tailored process from enduser fill in forms to complex workflow which utilises various specialists

Incentivized

In our company, we host our benefit articles based on country on our Zendesk Guide. However, these articles should not be seen by employees that are outside their respective article country. For example, an employee that is based in Thailand shouldn't be seeing Malaysia benefits article as employees might compared benefits. With Zendesk Guide, the system allow us to set the configuration of the article so it is only visible Thailand-based employees, and for Malaysia article, only Malaysia-based employees

Incentivized

• IT processes automation
• Responsive GUI
• Weekly updates which pinpoint some difficulties in daily usage

Incentivized

• They give us ability to control the whole frontend of the Communities by giving us access to manipulate HTML (in HBS file), CSS and JS
• They give handlebars templating engine in backend which helps us to show various listing rendered through server side without having need to implement client side rendering of the listing and features.
• They provide us dynamic content fields, which can be useful for mapping categories or storing category and topic IDs so we don't need to hard code IDs in Sandbox and Production separately.

Incentivized

• It is easy to do first deployment in wrong direction - maybe there should be better guidance how to setup services/service instances to properly work at the end.
• Reporting is based on predefined templates - to get most of them you have to properly implement services in IT - it is not an easy process
• Integration with O365 for out of office would be helpfull

Incentivized

• Formatting according to our brand guidelines can be tricky
• Reporting metrics are lacking
• The user interface can be confusing
• Their support team takes a long time to respond
• They have comments open on their KB articles, but almost noone responds, which is frustrating.

Incentivized

Tool has built-in automation module which helps to more precisely define user requests or workflow condition. This from one hand gives end-user easy and understandable forms to fill in, and from other had it ensure all needed information has been fulfilled for further steps in workflow. Once you follow service principle which is base for that tool it will help you to track in detail your business and your partners

Incentivized

The support is good but can sometime be frustrating to get a quick answer. We end up being sent articles that don't answer the question and then we have to go back and try again

Incentivized

It is an attribute of Zendesk that allows for easy over the phone communication between agents and customers. It is more personal and allows for better productivity. Phone support from anywhere with reliable internet connection which is essential to call center communication whether in the office or in the home of the agent.

Incentivized

• As we are finance institution we are strictly regulated so this product helps us in many fields to satisfy regulatory requests through easy workflow management setup.
• Product is easy to implement, easy to adopt so we use it in different segments of business (central purchase department, security office, IT department) for tracking and standardising various processes in each niche.

Incentivized

• We used it for multiple customer so we can say ROI of Zendesk Guide is very competitive.
• Zendesk meet[s] most of the business objective[s], which suits [a]s best product among its competitor.
• I highly recommend to use Zendesk for knowledge base and tickets and agents.

Incentivized