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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceZendesk 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.
87 Likeliness to Recommend
1
Since last award
96 Plan to Renew
1
Since last award
80 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+77 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?
Pros
- Security Protects
- Performance Enhancing
- Respectful
- Acts with Integrity
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
API Integration
Workflow and Approval Management
Configurable Knowledge Repository
Multi-Language Support
Multiple File Type Support
Rich Text Editor
Version Control
Role-Based Access
Social Features
Intelligent Search
Cataloging
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Quality of Features
Vendor Support
Availability and Quality of Training
Breadth of Features
Usability and Intuitiveness
Ease of IT Administration
Ease of Data Integration
Ease of Customization
Product Strategy and Rate of Improvement
Zendesk Guide Reviews
Michael H.
- Role: Operations
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2024
While not versatile, beginner-friendly product
Likeliness to Recommend
What differentiates Zendesk Guide from other similar products?
Zendesk is composed of features that work much differently from other products. These features include macros, triggers and automations. Another distinction is that out of all products known Zendesk is most beginner-friendly, which may be suitable for small-business companies to run.
What is your favorite aspect of this product?
My favorite aspects of the product are automations, triggers and implementations. I am a huge fan of technology!
What do you dislike most about this product?
What I dislike about this product is the limitation of the features, including limited options to modify automations and triggers. While I do like features as discussed above, I feel that Zendesk can be oversimplified or too simple for more advanced business to use. Client communication faults the implementation of the Zendesk product, which ruins the purpose of using the ticketing system.
What recommendations would you give to someone considering this product?
I would consider checking with other products to see whether or not they fit. Zendesk is in par with other SaaS products (software-as-a-service), so it is best to learn whether or not Zendesk is suitable in terms of features. Sometimes, one product is better than Zendesk because of usages and client interaction.
Pros
- Security Protects
- Performance Enhancing
- Enables Productivity
- Unique Features
Cons
- Inhibits Innovation
- Slower Product Innovation
- Less Efficient Service
gunda s.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2024
The best Customer Care Companion
Likeliness to Recommend
What differentiates Zendesk Guide from other similar products?
Zendesk Guide offers several features and capabilities that differentiate it from other similar products in the market It offers an integrated platform with Chat for instantaneous contact, service for ticketing and customer service, and a Guide for knowledge management.
What is your favorite aspect of this product?
It has a user friendly interface which makes our job easy to create and manage their knowledge base and the intuitive design contributes to faster adoption and efficient content management.
What do you dislike most about this product?
Zendesk Guide is a cloud based application that depends on an internet connection. We face trouble accessing the knowledge base if there are problems with internet access.
What recommendations would you give to someone considering this product?
If you're considering Zendesk Guide for your organization, know that it is scalable but selecting the appropriate plan and configuration will depend on your organizational unique demands and specifications of your company.
Pros
- Enables Productivity
- Caring
- Saves Time
- Continually Improving Product
Ruairi T.
- Role: Finance
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2024
Easy to use, good product
Likeliness to Recommend
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
