Zendesk Guide

Zendesk Guide

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Score 9.2 out of 100
Zendesk Guide

Overview

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Pricing

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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

Offerings

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

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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

Comparisons

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Frequently Asked Questions

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.

What is Zendesk Guide's best feature?

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

Who uses Zendesk Guide?

The most common users of Zendesk Guide are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.

Reviews and Ratings

 (25)

Ratings

Reviews

(1-5 of 5)
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Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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.
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
Review Source
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.
They're prompt and thorough when asked.