Zendesk Guide

Zendesk Guide

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Score 9.4 out of 100
Zendesk Guide

Overview

Recent Reviews

Self Serving made Simple

7
January 20, 2020
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 …

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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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Features Scorecard

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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

 (23)

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
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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.