Zendesk (ZD) an excellent leading product in Market with Best ROI and User Friendly
June 13, 2021

Zendesk (ZD) an excellent leading product in Market with Best ROI and User Friendly

Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zendesk Guide

In my requirement I used 3 features of Zendesk Guide mainly knowledge base /tickets, agents and reporting. These help us to speed up the process [and] to enhance customer experience. Reporting is very informative in thru sense. We can scheduled it and format template is very user friendly.


  • Knowledge base.
  • Tickets and agents.
  • Reporting.


  • 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.
  • Knowledge base
  • Tickets and agents
  • 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.
Zendesk (ZD) is one of the most popular help desk software solutions on the market.
Zendesk tends to handle complexity better than Freshdesk, when it comes to automation.
Both platforms (ZD and Freshdesk ) offer machine learning bots that analyze tickets and pull in relevant KB docs, but in my view Zendesk nudges ahead with its ease of set-up and usability in comparison to Freshdesk.

Do you think Zendesk Guide delivers good value for the price?


Are you happy with Zendesk Guide's feature set?


Did Zendesk Guide live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Guide go as expected?


Would you buy Zendesk Guide again?


User Friendly.
Easy to operate and learn.
Excellent customer support.


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