What users are saying about
41 Ratings
19 Ratings
41 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100
19 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.2 out of 100

Likelihood to Recommend

SDL Tridion

SDL Tridion works well for organizations with a large website with a lot of content to continuously create and manage. The use of page templates and component presentations makes creating new pages fairly straightforward. It can be a little cumbersome when it comes to trying to "break from the norm" and build web pages that are outside of the template-driven format; however, there are ways around this to create pages that break away from the normal page-template format of the website. In this regard, SDL Tridion can be pretty flexible, allowing us to create a lot of custom functionality to keep up with constantly changing web trends.
Anonymous | TrustRadius Reviewer

Zendesk Guide

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
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

SDL Tridion
10.0
Zendesk Guide
Role-based user permissions
SDL Tridion
10.0
Zendesk Guide

Platform & Infrastructure

SDL Tridion
9.5
Zendesk Guide
API
SDL Tridion
9.0
Zendesk Guide
Internationalization / multi-language
SDL Tridion
10.0
Zendesk Guide

Web Content Creation

SDL Tridion
7.0
Zendesk Guide
WYSIWYG editor
SDL Tridion
8.0
Zendesk Guide
Code quality / cleanliness
SDL Tridion
9.0
Zendesk Guide
Admin section
SDL Tridion
8.0
Zendesk Guide
Page templates
SDL Tridion
5.0
Zendesk Guide
Library of website themes
SDL Tridion
5.0
Zendesk Guide
Mobile optimization / responsive design
SDL Tridion
6.0
Zendesk Guide
Publishing workflow
SDL Tridion
10.0
Zendesk Guide
Form generator
SDL Tridion
5.0
Zendesk Guide

Web Content Management

SDL Tridion
6.6
Zendesk Guide
Content taxonomy
SDL Tridion
10.0
Zendesk Guide
SEO support
SDL Tridion
9.0
Zendesk Guide
Bulk management
SDL Tridion
6.0
Zendesk Guide
Availability / breadth of extensions
SDL Tridion
5.0
Zendesk Guide
Community / comment management
SDL Tridion
3.0
Zendesk Guide

Pros

SDL Tridion

  • Makes it easy to spin up a new site quickly
  • Allows for numerous users to work on the same site without conflicting with each other's changes
  • Allows you to unpublish changes or revert to old versions if you make a mistake
  • Allows you to time publishing actions (for example, you can set it to happen overnight)
Kirsten McGlone | TrustRadius Reviewer

Zendesk Guide

  • Logs all ticket details
  • Monitors ever customer interaction
  • Easy to learn and maneuver
Sereta Robinson | TrustRadius Reviewer

Cons

SDL Tridion

  • Doesn't work well in all browsers. Tridion is a Microsoft product so they really push IE; however, now-a-days it SHOULD work in all browsers. Even though they say to use IE, Chrome actually functions the best with Tridion.
  • It uses Dreamweaver Syntax. Dreamweaver syntax is completely out-dated and SDL really needs to come up with a better way of looping through content by using it's own structure or using .NET syntax to loop through items - Dreamweaver syntax is not the way to go
  • Component Templates and Page Templates. Tridion uses Component Templates and Dreamweaver templates to display content and store the content that is to be displayed. These 2 items could easily be converted into 1 group of items, but SDL chose to keep them separate therefore increasing the complexity of Tridion
  • Steep learning curve. Tridion has a very steep learning curve and it will take some time to train people on it. We had to hire 4 Tridion experts (at probably around $1000 / day) to get everyone trained on Tridion and then build the structure for Tridion
Anonymous | TrustRadius Reviewer

Zendesk Guide

  • Some improvement needed to reviewing articles, as we can't do the reviews in the same place where we write and publish the article.
  • Central KBs need to support version history, which some time lacks to give track of multiple review.
Sandeep Singh | TrustRadius Reviewer

Likelihood to Renew

SDL Tridion

SDL Tridion 6.3
Based on 15 answers
I believe SDL Tridion is the best CMS product out there currently. Every CMS has its problems and strengths but SDL Tridion overall seems like the best solution for large enterprise corporations. The fact that it can be implemented in java or .net makes it attractive to many clients
Piti Itharat | TrustRadius Reviewer

Zendesk Guide

No score
No answers yet
No answers on this topic

Usability

SDL Tridion

SDL Tridion 8.5
Based on 2 answers
The editor user interface is very user friendly and in-site editing makes simple updates fast and easy. The extensibility of Tridion is a big plus and the ability to add our own options into the default Tridion interface helps us integrate with external systems. Finally, the user permissions and security system helps us deploy it within our large organization.
Anonymous | TrustRadius Reviewer

Zendesk Guide

No score
No answers yet
No answers on this topic

Support Rating

SDL Tridion

No score
No answers yet
No answers on this topic

Zendesk Guide

Zendesk Guide 8.0
Based on 2 answers
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
Shea Mworia | TrustRadius Reviewer

Alternatives Considered

SDL Tridion

It is a nuclear missile compared to the other handguns and knives on the market today. But it also requires nuclear technicians and expertise that a handgun doesn't require. Do you need to decimate your competition and you have the investment capabilities necessary to put a nuclear missile into the sky? Then definitely do it. Especially if you need a very good multi-lingual blueprint provider like Tridion.
Anonymous | TrustRadius Reviewer

Zendesk Guide

It was integrated with our Zendesk help desk, and was reasonable in price.
Vincent Frisina | TrustRadius Reviewer

Return on Investment

SDL Tridion

  • SDL is a very complex system. Creating custom components by external vendors turned out to be expensive.
  • The learning curve is very slow, so training takes a lot of time and cost.
  • The revamped corporate site looks clean, modern, and is mobile-friendly.
Anonymous | TrustRadius Reviewer

Zendesk Guide

  • Increase employee knowledge.
  • Encourage self-service behavior.
  • Reduce requester (employee) wait time as they find an answer on their own.
  • Reduce the number of tickets created for agent.
Anonymous | TrustRadius Reviewer

Pricing Details

SDL Tridion

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Zendesk Guide

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

SDL Tridion
8.0
Zendesk Guide
9.1

Likelihood to Renew

SDL Tridion
6.3
Zendesk Guide

Usability

SDL Tridion
8.5
Zendesk Guide

Support Rating

SDL Tridion
Zendesk Guide
8.0

Add comparison