RWS Tridion Sites vs. Zendesk Guide

Love the product and I really like how we use it for public sites. The only negative aspect is that it is just hard to find Tridion devs that understand the tool, grasp .net, react, and understand the blueprint, etc.

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

• 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)

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

• Tridion is complicated in enough ways that it makes it difficult to train new users. Therefore, we have to limit the number of people with access to the system since we have not yet implemented Workflow.
• When something goes wrong (items fail to publish, or there is unexpected behavior with components), there is little explanation provided that would point us in the right direction to troubleshoot. As a result, content Authors and Editors have to frequently ask for IT assistance.

• 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

I am giving this a semi-high rating because we have already got Tridion up and running and we are still in the process of moving the sites over to Tridion. It is unlikely we will be moving things to a new CMS AGAIN in the near future as the cost to get Tridion was high.

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.

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 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.

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

• 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.

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