Use your know-how

A smart knowledge base for better self-service and empowered agents
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A powerful pair

Zendesk Support works with Zendesk Guide to make your self-service knowledge base smarter. When customers use self-service, Zendesk Guide tracks that activity and sends it to Zendesk Support in the form of contextual insights in Pathfinder that help agents analyse customer activity and solve tickets faster. This info is fed back into Zendesk Guide, which continuously improves and refines the info it offers to both agents and customers.

Best-in-class self-service experience guide Learn the key steps to building the most successful knowledge management programmes
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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. Content managers can also 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.

"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)

“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.

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