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Zendesk Guide

Zendesk Guide

Overview

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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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.

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  • No setup fee

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

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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

(48)

Attribute Ratings

Reviews

(1-8 of 8)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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.
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