Zendesk Guide

Zendesk Guide

44 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Zendesk Guide	Score 7.7 out of 10	N/A	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.	N/A

Pricing

Zendesk Guide

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
Zendesk Guide
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	Zendesk Guide
Considered Both Products	Zendesk Guide Verified User Engineer Chose Zendesk Guide Zendesk Guide is less expensive as compared to other community platforms, it provides sufficient features to fulfill our community requirements. If operated nicely it has better ROI as compared to other platforms. Zendesk Guide is easy to use and it is easier for developers to … Incentivized Helpful? SL Sarah Lowenstein Manager of Product Adoption and Growth Chose Zendesk Guide We are still exploring switching to Intercom Guides. I believe we picked Zendesk Guide because they were the top player at the time. However, what we've found is that they have fallen behind in innovation and especially adding AI options that make updating content easier for … Incentivized Helpful? Sandeep Singh Consultant Chose Zendesk Guide 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 … Incentivized Helpful? Verified User Employee Chose Zendesk Guide Freshservice also provides similar features to Zendesk Guide, however, I believe that it is not as good as Zendesk Guide. For example, in Freshservice, manageable and visibility permission can only be set at the folder level and not at the article level. Also security … Incentivized Helpful? Sereta Robinson Customer Care Agent Chose Zendesk Guide 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 … Incentivized Helpful? SM Shea Mworia Director of Customer Service Chose Zendesk Guide More options and customizable. Incentivized Helpful? Vincent Frisina Director of Marketing Chose Zendesk Guide It was integrated with our Zendesk help desk, and was reasonable in price. Incentivized Helpful?
Top Pros	Pro New team members Pro Simple and easy Pro Easy to understand
Top Cons	Minus Version history Minus Users cannot Minus Backup data

Best Alternatives
	Zendesk Guide
Small Businesses	Notion Score 8.8 out of 10
Medium-sized Companies	Tridion Score 9.0 out of 10
Enterprises	Tridion Score 9.0 out of 10
All Alternatives	View all alternatives

User Ratings
	Zendesk Guide
Likelihood to Recommend	7.3 (8 ratings)
Support Rating	8.0 (2 ratings)

User Testimonials
	Zendesk Guide
Likelihood to Recommend	Zendesk 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 Verified User Anonymous Read full review
Pros	Zendesk 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 Verified User Anonymous Read full review
Cons	Zendesk 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 SL Sarah Lowenstein Manager of Product Adoption and Growth Read full review
Support Rating	Zendesk 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 SM Shea Mworia Director of Customer Service Read full review
Alternatives Considered	Zendesk 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 Sereta Robinson Customer Care Agent Read full review
Return on Investment	Zendesk 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 Sandeep Singh Consultant Read full review
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