What users are saying about
Top Rated
90 Ratings
27 Ratings
Top Rated
90 Ratings
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Score 8.8 out of 100
27 Ratings
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Score 9.2 out of 100

Attribute Ratings

  • Guru is rated higher in 1 area: Support Rating
  • Zendesk Guide is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.7

Guru

87%
35 Ratings
9.3

Zendesk Guide

93%
5 Ratings

Support Rating

8.3

Guru

83%
40 Ratings
8.0

Zendesk Guide

80%
4 Ratings

Likelihood to Recommend

Guru

Guru is well suited for large teams with ever-evolving products and initiatives. If there are new hires trying to ramp Guru is a great resource for learning and sharing tribal knowledge from and with colleagues. Guru is very helpful for self-sourcing answers to questions and for continuous learning within an organization.
Dane Fairfield | 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

Pros

Guru

  • Easily accessible > you can use the extension in any browser you are in. This helps us as we live in Slack and Zendesk
  • Easy to read > The cards are easy for the agents to read through and click on videos
  • Easy to create cards > We can create a card from the extension, we do not have to log into the website to create a card.
Anonymous | TrustRadius Reviewer

Zendesk Guide

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

Cons

Guru

  • Engagement with engineering teams is still an area for improvement, we are unable to get our engineering team to adopt the tool as a means for their own knowledge management product because it does not offer the same functionally such as hosting and revision control - like that of GitHub.
  • Using Guru to replace our current wiki (Confluence), we are in need of some other tools such as templates and better import functionality. Transferring existing content from Confluence to Guru was a very hands on and time consuming process.
Natalie Mercuri | 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

Pricing Details

Guru

General

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

Starting Price

$6 per month

Guru Editions & Modules

Edition
Starter$61
Builder$121
Expert$241
  1. per user, per month
Additional Pricing Details

Zendesk Guide

General

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

Starting Price

Zendesk Guide Editions & Modules

Additional Pricing Details

Support Rating

Guru

Guru 8.3
Based on 40 answers
I never actually required contacting the Guru support team. That could be because creating new Guru cards or editing existing ones was very intuitive. One issue I did have was that when it came time to export all of the content in Guru it was very difficult and cumbersome so I would recommend making that an easier, cleaner process.
Matt Eaton | TrustRadius Reviewer

Zendesk Guide

Zendesk Guide 8.0
Based on 4 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

Guru

Honestly, Google Drive does not stack up against GURU, but it is what we were previously using to organize internal knowledge. If your organization is at 50+ people, you need an actual tool to help organize internal knowledge. Everyone will be thankful that its not just a google document somewhere in Google Drive
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

Guru

  • Our ticket resolution times went from over 8 hours to just over 2 hours.
  • We no longer have a continuous conversation between support and developers allowing developers to focus on developing.
  • Having the same information across teams has proven helpful too.
Julie Kuehl | 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

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