Guide Enterprise makes it easy to collaborate on content with your entire team
Use the combined brain power of your support agents to make sure your customers get the most helpful self-service content. Using AI-powered tools, you can also work out which content should be improved, creating a better experience for your customers.
Get the whole team on board
From approvals and publishing to vetting new articles and improving old ones, everyone can easily contribute to all your content in one convenient place with Team Publishing.
"The Team Publishing workflow allowed us to streamline our knowledge creation process by making it much easier for agents to create articles and have them reviewed. This means that articles which used to take a week to publish are now live in 1-2 days. One of the features our team loves is the ability to assign an article to someone for review, which sends an automatic email notification so they know there’s something waiting for them without having to monitor the queue."
– Mary Paez, Knowledge Manager for Veeva Systems
Up the ante with AI
Having the right content is crucial, but it’s not always obvious which topics and articles are missing. With AI-powered recommendations called, it’s easy to know which articles would be handy to have available—ensuring that your customers have the best self-service experience possible.
Having a uniquefor each separate brand or product that you own is important. The multi-brand feature makes it easy to keep your customers engaged throughout their journey, creating a better self-service experience overall.
"OLX was able to reduce the number of tickets submitted by creating market-specific self-service brands in Zendesk Guide, which led to a 40 per cent reduction in tickets globally."
– Cynthia Toral, Product Owner for OLX Global
you knowThe more you know
The Knowledge Capture app makes it easy for your agents to address tickets, flag articles that need updates, and create new content. With new improvements, you can now leverage AI-powered article recommendations and seamlessly incorporate all your agent’s suggestions, making everyone’s workflow a breeze.