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Zendesk Guide

Documentation & Knowledge
★4.2•900 G2 reviews

Support teams already using Zendesk that want a tightly integrated customer-facing Help Center and internal knowledge base to reduce ticket volume and improve agent consistency, especially in multi-channel support environments.

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Quick Overview

Pricing
Included with Zendesk Suite (from ~$55/agent/month)
Details
No standalone public list price for Guide in most regions; typically bundled with Zendesk Suite plans. Zendesk Suite commonly starts around ~$55/agent/month (billed annually) and scales by plan/tier. Costs may increase with add-ons (e.g., advanced AI, additional languages, premium support) and higher Suite tiers.
G2 Rating
4.2 / 5.0
Capterra
4.0 / 5.0
Comparisons
Featured in 1 comparison

Key Features

  • Help Center (knowledge base) with categories/sections/articles and customizable themes/templates
  • AI-powered and contextual knowledge suggestions for agents and customers (via Zendesk AI/Answer Bot capabilities depending on plan)
  • Content management workflows: drafts, publishing controls, article permissions, and multi-brand knowledge bases (by plan)
  • Multilingual knowledge base with translation workflows and locale management
  • Knowledge analytics: article performance, search analytics, deflection/engagement insights, and feedback (thumbs up/down) reporting

Pros

  • +Deep integration with Zendesk Support, messaging, and the broader Zendesk Suite (single admin, unified workflows)
  • +Strong self-service experience with searchable Help Center and customizable branding/themes
  • +Good knowledge discovery via suggested articles and contextual surfacing in support workflows (plan-dependent)
  • +Scales for larger orgs with multi-brand and multilingual support (plan-dependent)

Cons

  • −Pricing and advanced capabilities are often tied to higher Zendesk Suite tiers and add-ons rather than a simple standalone Guide price
  • −Theme customization and advanced Help Center design changes can require developer effort (HTML/CSS/templating)
  • −Knowledge reporting and governance features may feel limited without higher-tier plans or additional tooling

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