Overview
What is Zendesk Guide?
Zendesk Guide is a smart knowledge base built to help support teams continuously improve content, keep it up to date, and serve it to customers.
Good place to start with a knowledge base
Knowledge-base Platform, Zendesk Guide Review!
Zendesk (ZD) an excellent leading product in Market with Best ROI and User Friendly
Even though Zendesk Guide is an expensive tool, it is also a powerful knowledge base tool that is better than any knowledge base tools out there.
Zendesk Guide is Your New Guide
Self Serving made Simple
Zoho Guide -- it works
Reviewer Pros & Cons
Pricing
What is Zendesk Guide?
Zendesk Guide is a smart knowledge base built to help support teams continuously improve content, keep it up to date, and serve it to customers.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Tech Details
What is Zendesk Guide?
Zendesk Guide Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Comparisons
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Reviews and Ratings
(49)Attribute Ratings
Reviews
(1-8 of 8)Zendesk Guide - Best Community Platform if you are on a low budget and want high ROI.
- 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.
- It would be great if we get better backend handlebar features to manipulate data in the backend itself rather than manipulating content through javascript in the frontend.
- I don't find many Context Objects in Zendesk, we need to make API calls for getting small things however it's much better in its competitors like Khoros which provide plenty of context objects used in their backend.
- I haven't seen many Integration options in Zendesk Guide communities however other community platforms offer many backend written functions to be used for Third Party Integrations.
Good place to start with a knowledge base
- Easy to organize articles
- Easy to preview and publish
- Easy to edit
- Ability to add other users at different permission levels
- 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.
Knowledge-base Platform, Zendesk Guide Review!
- Delivered analytics via Zendesk Explore
- Easy to use for end-users
- Easy to user for administrators
- Can be integrated with other platforms
- No version control
- Poor mobile experience
- Poor search functionality
- Content formatting challenges
- 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.
Easy to operate and learn.
Excellent customer support.
- Zendesk Guide allows content creator and admin to set article visibility permission.
- Zendesk Guide allows content creator and admin to set article manageable permission.
- Zendesk Guide allows admin to create security segment using employee tags that can be derived from other HRM platforms such as Workday.
- Zendesk Guide uses an interface that is simple and easy-to-understand for both admin, content creator, and end-user.
- In the past, individual users cannot be add to security segment on Zendesk Guide, but now, Zendesk has fixed this issue.
- There are not much customizable permission for admin. For example, there is only an option to select whether this user will be a Guide Admin or not. If they are, they can do everything, and if unchecked, they are just an end-user.
- Certain data on Zendesk Guide cannot be pulled on Zendesk Explore. Therefore, our company has to create a dashboard on Tableau to capture the data.
Zendesk Guide is Your New Guide
Zendesk [Guide] also allows for easy interaction between the Customer Care Department. As tickets that cannot be easily resolved can be escalated to relevant support teams such as Technical Support. I would recommend this software for any small or large scale telecommunications company.
- Logs all ticket details
- Monitors ever customer interaction
- Easy to learn and maneuver
- I would say there are times when the Zendesk application does not sync well with other software
The application is not necessarily appropriate for business's that don't utilize over the phone or web chat interactions.
Self Serving made Simple
- It allows users to be self-reliant and more independent.
- Our managers are able to focus on higher value work because their agents can support themselves with getting their questions answered.
- Formatting can be tricky from time to time.
Zoho Guide -- it works
- Segmentation.
- Article management.
- Setup needs to be thought of from implementation.
- Filtering is finicky.