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

Latest Award, 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

2
Since last award

95 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award

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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

Ruairi T.

Role: Finance
Industry: Finance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2024

Easy to use, good product

Likeliness to Recommend

7 /10

What differentiates Zendesk Guide from other similar products?

In many ways this is an industry leader, and is at the forefront of developing features required by its users

What is your favorite aspect of this product?

Zendesk Guide is highly intuitive, and easy to adopt

What do you dislike most about this product?

Support could be significantly better

What recommendations would you give to someone considering this product?

Discuss Zendesk with those who already use it to evaluate whether it meets your use case

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

John P.

Role: Operations
Industry: Telecommunications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Masters of self help!

Likeliness to Recommend

9 /10

What differentiates Zendesk Guide from other similar products?

Ease of use and FAQ design

What is your favorite aspect of this product?

People can collaborate in terms of FAQ approvals

What do you dislike most about this product?

NA as of the moment

What recommendations would you give to someone considering this product?

For someone or a company who would need a headstart on creating avenues for self help for their customers - you can never go wrong with Zendesk Guide.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Chelsea E.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Very helpful

Likeliness to Recommend

10 /10

What differentiates Zendesk Guide from other similar products?

Great helpdesk

What is your favorite aspect of this product?

Very helpful

What do you dislike most about this product?

Can be slow

What recommendations would you give to someone considering this product?

Good as a helpdesk

Pros

Effective Service
Caring
Saves Time
Efficient Service

Zendesk Guide

What is Zendesk Guide?

Company Details

Need Assistance?

Awards & Recognition

Zendesk Guide Ratings

88 Likeliness to Recommend

2 Since last award

95 Plan to Renew

2 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

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

Ruairi T.

Easy to use, good product

Likeliness to Recommend

Pros

John P.

Masters of self help!

Likeliness to Recommend

Pros

Chelsea E.

Very helpful

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