Zendesk

Zendesk Guide

7.6 /10

What is Zendesk Guide?

Zendesk Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your team’s know-how. It works natively with Zendesk Support to deliver better self-service for customers and improve agent efficiency.

Company Details

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Awards & Recognition

Zendesk Guide won the following awards in the Knowledge Management category

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0 Top Rated Capabilities

2 Top Rated Features

2023

0 Top Rated Capabilities

5 Top Rated Features

2022

Zendesk Guide Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk Guide.

88 Likeliness to Recommend

95 Plan to Renew

81 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+75 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk Guide?

3% Negative

12% Neutral

85% Positive

Pros

Security Protects
Performance Enhancing
Enables Productivity
Respectful

Feature Ratings

Average 80

Configurable Knowledge Repository

Workflow and Approval Management

Multi-Language Support

Multiple File Type Support

Version Control

Cataloging

Role-Based Access

API Integration

Rich Text Editor

Social Features

Intelligent Search

Vendor Capability Ratings

Average 78

Ease of Implementation

Business Value Created

Quality of Features

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

Ease of Data Integration

Vendor Support

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Zendesk Guide Reviews

Role: C-Level
Industry: Technology
Involvement: Initial Implementation

Validated Review

Anonymous Reviewer

Submitted Jul 2021

Good price, easy to implement and use.

Likeliness to Recommend

8 /10

Pros

Respectful
Reliable
Performance Enhancing
Trustworthy

Cons

Less Generous
Under Delivered
Less Friendly Negotiation

Role: Information Technology
Industry: Technology
Involvement: Initial Implementation

Validated Review

Anonymous Reviewer

Submitted Jul 2021

Zendesk Guide is easy to use and implement.

Likeliness to Recommend

10 /10

Pros

Trustworthy
Efficient Service
Effective Service
Caring

Timothy J.

Role: Information Technology
Industry: Technology
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Jul 2021

Fantastic product that is easy to use.

Likeliness to Recommend

10 /10

What differentiates Zendesk Guide from other similar products?

Guide is connected with the support ticketing interface allowing seamless integration between both. We can easily link articles to tickets without leaving the system. We can also measure ticket deflection success by looking at the data in Explore. Third party API integrations that add value to the knowledge base are easy to hook into driving more value for customers and bringing costs down due to effective self service.

What is your favorite aspect of this product?

The seamless connectivity to the ticketing system.

What do you dislike most about this product?

If you want to have a cool looking help center with cool designs, you might have to bring an outside party in to construct that. Not enough out of box templates to use.

What recommendations would you give to someone considering this product?

Factor in using the zendesk suite so all of your channel support including knowledge base are living in one place.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zendesk Guide

What is Zendesk Guide?

Company Details

Need Assistance?

Awards & Recognition

Zendesk Guide Ratings

88 Likeliness to Recommend

95 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+75 Net Emotional Footprint

How much do users love Zendesk Guide?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Version Control Tracking of document versions with each iteration of document changes.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Zendesk Guide Reviews

Good price, easy to implement and use.

Likeliness to Recommend

Pros

Cons

Zendesk Guide is easy to use and implement.

Likeliness to Recommend

Pros

Timothy J.

Fantastic product that is easy to use.

Likeliness to Recommend

Pros

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Feature Ratings

Configurable Knowledge Repository

Workflow and Approval Management

Multi-Language Support

Multiple File Type Support

Version Control

Cataloging

Role-Based Access

API Integration

Rich Text Editor

Social Features

Intelligent Search

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Quality of Features

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

Ease of Data Integration

Vendor Support

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization