Zendesk Guide

Zendesk Guide is a smart, AI-powered knowledge management and customer self-service platform integrated natively into the Zendesk customer service ecosystem. Designed to help organizations build, organize, and deliver public help centers, internal IT knowledge bases, and community forums, Zendesk Guide allows support teams to author and maintain verified documentation with ease. The platform features an intuitive WYSIWYG article editor, collaborative authoring workflows, article translation management across 40+ languages, and granular role-based permissions that control content visibility for different customer tiers and internal agents. Zendesk Guide incorporates Zendesk AI and Answer Bot, which leverage machine learning to analyze incoming customer support inquiries and recommend relevant help articles automatically across web widgets, email, Slack, and messaging channels. In addition, the platform includes Content Cues, an AI-driven tool that analyzes support tickets and search trends to identify missing topics and recommend outdated articles for review. By empowering customers to resolve inquiries independently and providing service agents with verified information within their ticketing console, Zendesk Guide reduces ticket volumes, lowers support costs, and improves customer satisfaction.