Even though Zendesk Guide is an expensive tool, it is also a powerful knowledge base tool that is better than any knowledge base tools out there.
June 01, 2021

Even though Zendesk Guide is an expensive tool, it is also a powerful knowledge base tool that is better than any knowledge base tools out there.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zendesk Guide

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.
  • Ability to create visibility and manageable permission through tags.
  • The ability to customize the article freely and easily (as simple as writing a document in Microsoft Office).
  • Ability to request for agent help on the platform itself when an article doesn't answer the employee's question.
  • Increase employee knowledge.
  • Encourage self-service behavior.
  • Reduce requester (employee) wait time as they find an answer on their own.
  • Reduce the number of tickets created for agent.
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.

Do you think Zendesk Guide delivers good value for the price?

Yes

Are you happy with Zendesk Guide's feature set?

Yes

Did Zendesk Guide live up to sales and marketing promises?

Yes

Did implementation of Zendesk Guide go as expected?

Yes

Would you buy Zendesk Guide again?

Yes

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.