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)
Companies can't remove reviews or game the system. Here's why
Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
January 20, 2020

Self Serving made Simple

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.