Zendesk Guide
From ProWiki - Demo and Test Wiki
| Zendesk Guide | |
|---|---|
| Developer | Zendesk Inc. |
| Type | Knowledge base |
| Initial release | 2013 |
| Operating system | Web |
| Written in | Ruby, JavaScript |
| License | Proprietary |
| Website | zendesk.com |
| Contents | |
Zendesk Guide is the knowledge base component of the Zendesk customer service platform, enabling support teams to create and maintain self-service help centers and internal agent knowledge bases.
Key Features
- Article editor with formatting, images, and attachments
- Multilingual content management
- Article templates and content blocks for consistency
- AI-powered search with Answer Bot integration
- Content Cues for identifying outdated or underperforming articles
- Team Publishing workflow with drafts, reviews, and approvals
Enterprise Use
Zendesk Guide is deployed in customer support organizations as the self-service layer to reduce ticket volume. Articles are served to customers via the Help Center portal and surfaced to agents in the ticket sidebar. Answer Bot uses Guide articles to automatically suggest resolutions before a ticket is submitted. Enterprise plans support multiple brands and help centers from a single account.
Tips
- Link related articles with See Also sections to help users navigate to relevant content.
- Use Content Cues to prioritize article updates based on low ratings and high ticket rates.
- Structure the Help Center by user journey, not by internal team structure.
