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Zendesk Guide

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.

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Product Details

What is Zendesk Guide?

Zendesk Guide Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Reviews and Ratings


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(1-8 of 8)
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Score 8 out of 10
Vetted Review
Verified User
We got a Community Developed in Zendesk Guide, they need our help in redesigning and restructuring the components and layouts of the Community pages. They also demanded some custom pages to be developed in the Zendesk Community platform with Message Listing with some filters based on Labels, and categories and we have made the pages accordingly.
  • 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.
It is less expensive as compared to other community platforms like Khoros so it is a great platform based on its Price and the features it provides. It is simple to use and a new developer can also easily work on it if it has the Frontend Engineer experience in the past.
Score 7 out of 10
Vetted Review
Verified User
We use Zendesk Guide to host our knowledge base - namely, technical articles and guides as well as some best practice materials. The goal is to empower technical teams to keep our public-facing knowledge base up-to-date so that customers can self-serve. This creates a better user experience AND deflects support tickets and their associated costs.
  • 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.
For a quick setup of a Help Center, it works well. I think if you're trying to integrate all content and learning materials, it lacks functionality. Their support is pretty slow as well and take a long time to respond to comments on their own articles. Integration with bots and AI tools is also lacking.
Score 7 out of 10
Vetted Review
Verified User
Zendesk Guide serves as our go-to solution for streamlining customer support. It's our knowledge hub, allowing us to craft informative articles and FAQs that empower users to find answers independently. This not only reduces the workload on our support team but also enhances customer satisfaction through quicker problem resolution. The product's customization features enable us to maintain a seamless brand experience, and the integrated analytics provide valuable insights into user behavior.
  • 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
Zendesk Guide excels in scenarios where companies aim to empower customers with self-service options. For instance, it's highly effective for creating detailed FAQs, troubleshooting guides, and product documentation. Its customization features ensure seamless brand integration. In customer-centric industries like e-commerce or SaaS, where users seek instant solutions, Zendesk Guide is a go-to tool. However, for highly technical content requiring intricate formatting, some users might find its features somewhat limiting. In fast-paced environments where real-time collaborative editing is crucial, additional functionalities could enhance its suitability. Despite this, Zendesk Guide remains a versatile and valuable platform for proactive customer support.
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.
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.
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.
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.
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.
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