We are excited to introduce our brand new offering, Zendesk Guide, the evolution of our existing Help Center product.
Guide is a smart knowledge base that helps tap into your team's collective knowledge and puts it to work. With Guide, customers get better self-service, and agents see improved efficiency and faster resolution times. And because it’s the only knowledge base native to Zendesk, it works seamlessly with Zendesk Support.
Guide is available for all Support plans. There are two Guide plans available for new Support customers after May 2, 2017. We will grandfather existing Support customers into a plan called Guide Legacy. The details about these plans are at the bottom of the article.
Guide includes all the Help Center functionality, plus:
- Help Center becomes a feature of Guide
- Admin UI and navigation updates
- New knowledge authoring and management tools
- Article History
- Automatic XML sitemap
- Knowledge Capture app and dashboard (early access program)
- Answer Bot Compatibility (early access program)
Help Center is now a feature of Guide
Help Center has become more than just a destination where your customers help themselves by viewing FAQ articles. With our Embeddables, Web Widget, and Mobile SDK, you can serve contextual Help Center knowledge outside of your Help Center, so your customers can help themselves as they browse your website or interact with your mobile app. Your content is not bound to your Help Center any longer.
As we’ve redefined this feature set into our new product called Guide, we’re rethinking about how we talk about Help Center within this larger context. From today forward, Help Center is a feature of the Guide product. Help Center is then defined as:
- A branded customer-facing support site
- A publishing location for your knowledge base content
- Community, for customer collaboration (Guide Professional)
- Requests portal, where customers create and manage tickets (Guide Professional)
Admin UI and navigation updates
Alongside the new Guide brand, we are introducing improvements to the admin UI and navigation updates that will make accessing and navigating Guide more intuitive. These changes are outlined in detail in this announcement.
New knowledge authoring and management tools
Automatic XML sitemap
In our efforts to continuously improve how Help Center articles perform in search engines, we are introducing an XML Sitemap that helps search engines like Google find pages in your Help Center. This ensures that users can find articles, sections, categories and other public content when searching, but it does not improve individual ranking of these pages.
The standard Help Center structure, with clearly marked breadcrumbs, already makes it easy for search engines to correctly index your pages, and with the sitemap, search engines will now have visibility into all your pages regardless of your Help Center structure.
The sitemap is automatically enabled and is updated every two hours with new content, ensuring that search engines have the latest content. The sitemap is accessible to search engine crawlers via the robots.txt file on your Help Center.
Your xml sitemap can be viewed at: subdomain.zendesk.com/hc/sitemap.xml
Knowledge Capture app (early access)
It’s important for agents to be knowledgeable, but it’s the ability to effortlessly capture, organize, and share knowledge that matters most for agents to grow and improve knowledge over time. Gartner reports that organizations with a proper knowledge management discipline in place can reduce overall support costs by 25%.
The Guide Knowledge Capture app enables your agents to search and link articles to tickets, provide quick inline feedback on articles to aid in content improvements, and create new articles while answering tickets, using a pre-defined template, directly in the Zendesk Support agent interface.
Data about app activities is captured in a custom Insights dashboard that shows key metrics for ticket impact, agent performance and content performance upon installation of the app.
Knowledge Capture enables a continuous feedback loop and creates a great resource of knowledge for agents—both new and experienced—that helps you deliver an improved self-service experience over time.
Learn more about the Knowledge Capture early access program.
Answer Bot (early access)
Answer Bot, previously known as Automatic Answers, is powered by our newest and most advanced artificial intelligence yet. Answer Bot interprets incoming customer requests and automatically and instantly responds with suggested articles from your Help Center that may help customers solve their problems faster. Answer Bot is currently in early access program and available exclusively to customers on Guide Legacy and Guide Professional to try out.
Learn more about the Answer Bot early access program.
Guide plans and existing customer grandfathering
For new Zendesk Support customers on or after May 2, 2017
There are two Guide plans to complement your Support plan, available to new Zendesk Support customers who purchase Support on or after May 2, 2017.
- Guide Lite gives all Support customers the ability to get started with self-service and create an FAQ of common answers for customers.
- Guide Professional is for Support customers who want to use knowledge strategically within their support organization to improve team efficiency or make self-service a major part of their customer support experience.
For existing Zendesk Support customers before May 2, 2017
All existing Support customers on Team, Professional, Enterprise, and Elite plans will automatically be grandfathered on Guide Professional as of May 2, 2017. The plan for existing customers is called Guide Legacy.
Guide Legacy is available to existing Support customers only (a value of $15 per agent/month for new customers). It includes all existing Help Center features prior to the release of Guide, plus the advanced capabilities listed above (UI changes, History view, Knowledge Capture app, SEO XML Sitemap, and Answer Bot compatibility).
If you are on Guide Legacy, you will be able to enjoy the above feature set for as long as you are a customer, even if you add new agents or change Support plans.