Zendesk Guide

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.

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.

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

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.

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.

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

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.

Segmentation.

Article management.

Setup needs to be thought of from implementation.

Filtering is finicky.