Zendesk Guide

Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work. With Guide, you can quickly build a customizable help center, online community, and customer service portal so customers get better self-service and agents see improved efficiency and faster resolution.

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

Zendesk Support works with Guide to make your self-service knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.

Main features:

HELP CENTER

Build a customized self-service destination to empower customers to help themselves.

CUSTOM THEMES

Guide allows for customizable themes, giving you full control over the look and feel of your help center across multiple brands or products. Your web developers can easily work with HTML, CSS, and Javascript to match your brand.

RICH TEXT EDITOR

Create articles including media like photos and video with our WYSIWYG editor. It’s as familiar as the applications you use in your personal life.

RESTORE DELETED CONTENT

All your content is archived, so even if you delete something by accident, you can get it back.

CONTROL ACCESS

You choose who can view your knowledge base. Keep some content for your agents only, require registration, or open it up to the public in your help center.

CUSTOMER PORTAL

Enable customers to manage their own requests with a Customer Portal. Create a dedicated space for your customers to manage their support requests and community contributions with a personalized portal.

COMMUNITY

Build a community with collaboration forums, user profiles, and moderation tools so you can empower customers to interact with each other, inspire new ideas and provide feedback to your business.

API ACCESS TO CUSTOMIZE

Design sophisticated customizations to automate and enhance the customer experience within Guide using a myriad of different Zendesk APIs.

HELP WHERE IT’S NEEDED

Embed your help center natively on your website with the Web Widget or within your mobile app so customers don’t have to leave when they need help.

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