Zendesk Guide

Zendesk Guide

Score 8.7 out of 10
Zendesk Guide


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.
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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


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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What is Guru?

Guru is a knowledge management platform that integrates with Slack, as well as feeds product information into a company's sales enablement, customer support, and content marketing channels.

What is Document360?

Document360 by Kovai is presented by the vendor as a knowledge base software that scales with a product. Document360 helps users' teams create, collaborate and publish self-service knowledge base.

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Product Details

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.

Zendesk Guide Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Reviewers rate Support Rating highest, with a score of 8.

The most common users of Zendesk Guide are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings


Attribute Ratings


(1-5 of 5)
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Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
User Friendly.
Easy to operate and learn.
Excellent customer support.
  • 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.
Intercom, Freshdesk, LiveAgent
Score 10 out of 10
Vetted Review
Verified User
In our company, we use Zendesk Guide as our knowledge base platform across all departments. Each department will have its own Zendesk Guide Category in which employees can refer to when they have questions regarding the department. We use Zendesk Guide because we want to encourage self-service employee behavior. Instead of asking the responsible team immediately when they have questions, we want to encourage them to find an answer on their own first on our Zendesk Guide platform to both reduce the requester wait time when asking question as well as the requirement to hire a headcount for answering questions that are answerable by articles on Zendesk Guide.
  • 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.
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.
  • Ability to create visibility and manageable permission through tags.
  • The ability to customize the article freely and easily (as simple as writing a document in Microsoft Office).
  • Ability to request for agent help on the platform itself when an article doesn't answer the employee's question.
  • 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.
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 permission in Freshservice cannot be created from tags. This mean that without API calls or integration, admin has to assign employees to the specific manageable and visiblity permission group which is inconvenience and extremely manual. In our company, when there are more than 10 movements in a day as well as many employees hired and left in a month, doing this manually is not preferable.
Sereta Robinson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Zendesk Guide is utilized to interact with customer queries and concern. The application greatly helps us to monitor and log each ticket that is handled. It provides a detailed log of the interaction, as well as the agent assigned to that ticket.
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
[Zendesk Guide] is well suited for any telecommunications company, especially in a work from home scenario. Zendesk Guide is basically an incentive for employees to not slack off and continue to provide excellent skills and services they were trained to do.
The application is not necessarily appropriate for business's that don't utilize over the phone or web chat interactions.
  • Ticket Monitoring
  • Customer Query history
  • Easy inter-company communication
  • It has been really helpful in maintaining customer satisfaction
  • It helps in customer purchase, as any issues noticed are easily shared and resolved
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.
Genesys Cloud (formerly PureCloud)
January 20, 2020

Self Serving made Simple

Score 7 out of 10
Vetted Review
Verified User
Technically it is being used by a department, yet it's also customer facing so our customers get the chance to use our help guide also. It benefits our internal reps as well as our external customers.
  • 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.
Well suited because we can brand it with our look and feel and try to provide a better self-service avenue for our customers and agents.
  • Employee turnover has decreased because our agents feel more equipped with the knowledge at their fingertips.
More options and customizable.
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.
January 19, 2020

Zoho Guide -- it works

Vincent Frisina | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
We use a guide to provide support documentation for our customers, segmented by organization.
  • Segmentation.
  • Article management.
  • Setup needs to be thought of from implementation.
  • Filtering is finicky.
Zendesk is great for short articles, but once you reach a certain volume of articles, figuring out which ones need updating can be a chore. There's no video hosting.
  • There's no real impact.
  • Customers don't really like hunting for help.
It was integrated with our Zendesk help desk, and was reasonable in price.
They're prompt and thorough when asked.
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