Zendesk Support Suite

Guide

A self-service destination featuring knowledge base articles, community forums, and a customer portal.

Knowledge is power. Using
it is powerful.

Support teams know the most about customer issues — and the best way to solve them. That’s why a knowledge base is a crucial part of any company’s customer experience strategy. It organizes frequently asked questions, product details, policies, and more, and empowers customers and agents with that information.

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CUSTOMER SUPPORT SOFTWARE

Be fast and friendly

Zendesk Support puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers.

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Lead customers to happiness

Give customers what they want – quick and easy resolutions to their issues. Zendesk Support helps you provide personalized support when and where they need it, so customers stay happy.

Support your support

Productive agents are happy agents. Give them all the support tools and information they need to best serve your customers.

Grow without growing pains

Zendesk Support lets you customize your support and configure any workflow. Our software is powerful enough to handle the most complex business, yet flexible enough to scale with you as you grow.

Get smart
help desk feature

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.

Get started and customize your knowledge base quickly

  • Create a help center
  • Custom themes
  • Rich text editor
  • Content history
  • Restore deleted content
  • Control access

Create the best self-service experience for your customers

  • Help where it’s needed
  • Effortless and relevant
  • API access to customize
  • Customer Portal
  • Rapid Resolve
  • Answer Bot

Empower agents with easy access to knowledge

  • A built-in resource
  • Article recommendations
  • Flag and create knowledge
  • Integrated Knowledge Capture app publishing workflow
  • Answer Bot for internal teams

Develop and improve content across your team

  • Content history
  • Manage content
  • Article lifecycle management
  • Publishing permissions
  • Content Cues

Organize and optimize your knowledge base

  • Structured content
  • Think globally
  • Dynamic Content for translations
  • Article import
  • Bulk actions
  • Lists and labels
  • SEO ready
  • Multibrand

Understand knowledge engagement and effectiveness through reporting and analytics

  • Integration with Google Analytics
  • Find your blind spot
  • Gather intel
  • Knowledge capture dashboard
  • Monitor Answer Bot productivity

First, the help center

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First, the help center


A well-stocked knowledge base is the cornerstone of self-service. Start by configuring a responsive, branded help center — then customize it to suit your needs. Next, you’ll need to fill it with knowledge. Guide offers a WYSIWYG editor and a Google Docs importer to make the process as fast and intuitive as possible. It’s also automatically search-engine optimized. Bingo.

Knowledge at every turn


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Now that you have your first batch of content, it’s time to think about distribution. Self-service is fastest and most relevant when customers get help in the middle of what they’re already doing. That’s why Guide allows you to write in one place and distribute to all your channels at once. If you want to connect with customers outside your help center, you’ll want to look into the Web Widget and the Mobile SDK, which give customers in-context support inside your product or on your website.

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Power up the team

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Power up the team


Getting your help center set up can be a serious investment of time and energy. That’s why Guide includes tools that help your team lend a hand. For example: the Knowledge Capture App. It lets agents draft new articles and knowledge on the fly, flag old content for improvements, and share AI-powered article recommendations inside tickets. Once you’re feeling confident, take it one step further and allow any agent to help with the publishing process on Guide Enterprise.

The Zendesk Family


Zendesk Support gives you everything you need to manage your customer interactions in one place. But there’s more to the story. Take a look at what else you can do with the Zendesk family of products.

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