Use your know-how
A smart knowledge base for better self-service and empowered agents
Help centre software Knowledge is power. Using it is powerful.
Support teams have a lot of knowledge about customer issues—and the best way to solve them. Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work. With Zendesk Guide, you can quickly build a customisable help centre, online community and customer service portal so customers get better self-service and agents see improved efficiency and faster resolution. And since it’s the only knowledge base native to Zendesk, it integrates seamlessly with Zendesk Support.
Give them the good stuff
Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience with our help centre software.
Unlock their potential
Capture your agents’ collective knowledge and build on it over time to respond to support requests in efficient ways.
Do more with AI
Take advantage of AI-powered tools with Answer Bot to solve 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.
"Investing in our knowledge base meant we saw a massive decline in the number of support requests coming in. Partners were getting what I consider to be the very best service—which is that they never had to log a ticket in the first place."
– Mike Cartwright
Chief of Partner Solutions at Expedia® Affiliate Network (EAN)
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 leverage AI-powered article recommendations to share in tickets. Content managers can identify content that needs to be updated and rely on their entire team to contribute to content, including everything from approval and publishing workflows to vetting new articles and improving old ones — ensuring the best content is presented to both customers and agents.
"We put a premium on our help centre. Allowing customers to get the right answer on their own is very important. We’ve invested a lot in making sure that we offer a robust help centre, and we’re constantly revising it."
– Andrew Jensen
Director, Payment Solutions at Lending Club
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 compatibility or what version of content is out in the wild. Articles are automatically optimised so they are easy to find on search engines or in your own help centre. And with our Mobile SDK and Web Widget, it's easier than ever to serve up content to your users in context.
“The Mobile SDK has allowed us to provide quick answers through our Help Centre. Also, we have more context about the users who request 1:1 support. It saves us a lot of time.”
– Josh Greenwald
Community support lead at SwiftKey
Thanks a bot
The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them 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 customised content with each solved ticket.
Our commitment to privacy
At Zendesk, we are committed to meeting the highest standards of information security, data privacy and transparency.
We have closely analysed the requirements of the GDPR, and worked to develop functionality to allow customers to comply with the GDPR. We have resources to help you learn more about how to use this functionality to comply with the GDPR.