Zendesk Guide

Grow what you know Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively. Give them the good stuff Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience. Be better with bots AI powered Answer Bot* can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent. Get smarter as you go Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next. A powerful pair Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder 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. You have what it takes With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate. Know thy self-service Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity. Thanks a bot The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.  Knowledge base 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. 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. Structured content, unlimited articles Organize your articles in multiple levels—including Categories and Sections—so it’s easy for your customers to find what they need. Lists and labels Get an overview of all your published and unpublished knowledge base content with customized article lists, and then refine that view with search, filters, and article labels. Restore deleted content All your content is archived, so even if you delete something by accident, you can get it back. Content history Understand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions. Think globally Localize your content in 40+ languages so you can serve customers in their native language. Agent efficiency Knowledge Capture App With Guide, you can leverage your team’s collective knowledge. Agents can create new content, link articles into tickets, and flag content for improvements, directly from their Zendesk Support agent interface. A built-in resource While solving tickets, agents can reference answers and info from your agent knowledge base. You can also keep training documents in a central location for easy access during onboarding and beyond. Instant customer context The Pathfinder app for Zendesk Support provides context on how a customer used self-service prior to submitting a ticket. With that info an agent can get a better understanding of the customer’s intent, and provide better answers and resolve issues faster.  Self-service A beautiful help center for any device Let customers help themselves to your knowledge base content with a customized, mobile responsive help center. 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.  Effortless and relevant Use Contextual Help in the Web Widget to suggest relevant articles based on the page the customer is currently viewing, before they even lift a finger to type out a search. Answer Bot Powered by artificial intelligence to automatically respond to emails with relevant help center articles, solving customer requests while they wait for an agent.  Publishing SEO ready Guide is optimized so search engines can understand your content and customers can find answers no matter where they look for them. And Guide automatically updates your sitemap so there’s no need to call a developer. Custom themes Guide allows for customizable themes, giving you full control over the look and feel of your help center. Your web developers can easily work with HTML, CSS, and Javascript to match your brand. Multibrand Create multiple help centers or knowledge bases to serve various audiences, regions, or brands. Each one is separate so you can set different permissions, create unique URLs, and customize themes to match.  Community Forums Capture the voice of your customer with our community forums. Empower customers to interact with each other and provide feedback about what works and what doesn’t.  Moderation tools Guide can direct all new and edited end-user content to a queue to be reviewed before publishing. You can choose to have all posts and comments sent to the queue, or filter for content that contains specific words. User Profiles Display user information, activity, and recent contributions. Help center profiles also enable users to follow one another and get notifications of new articles, posts, and comments for anyone they follow.    Customer portal Request form Let customers escalate a question by embedding a request form directly in your help center. Capture relevant information with custom form fields about their issue so you can solve their requests faster. Personalized portal Provide a dedicated space for your customers to manage their support requests and their contributions to your community. Learn how the Guide customer portal works.  Reporting Gather intel Guide reporting tracks how people are reacting to your content on help center, Web Widget, and in mobile apps. The data can tell you the number of new articles and questions created, how many users have viewed them, and the total number of votes, subscriptions, and comments. Find your blind spot See what search terms customers are looking for, and whether those searches come up empty. You can add new content or update the language you use in existing content to help customers find what they need. Integration with Google Analytics Google Analytics has tools for everything when you integrate it with Guide. From search analytics to ticket-deflection tracking, you can use it to improve your self-service and make it easier for customers to find answers.  Monitor Answer Bot productivity Measure the effectiveness of your content bot with a pre-configured dashboard. Learn what works to increase ticket deflection and how to improve the relevance of your self-service content.