About the Zendesk Guide plan types

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17 Comments

  • Intekhab Hussain
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    The link you provided as Legacy Plan page actually compare the Lite and Professional plans only.

    Specially I wish to know if the client portal available now where they can check and update their requests will be available or not.

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  • Jim Stratton
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    I have the same comment/question, which I see has not been answered in more than three months...

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  • Jennifer Rowe
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    Hi Intekhab and Jim,

    Sorry for the confusion about this. I've updated the article to be clearer. 

    The link shows the Guide plan features at the time of the Guide launch. The Professional column shows all the features in the Professional plan, which are also the features included in the Legacy plan. So refer to the Professional column.

     

     

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  • Helle Buhl
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    The guide comparison plan is very nice. But - I have the legacy plan, and I would like to be able to compare this plan to the others.

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  • Jennifer Rowe
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    Hi Helle,

    Guide Legacy is the same as Guide Professional in the plan comparison.

    https://www.zendesk.com/guide/compare/#compare

    Hope that helps!

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  • Mariliam
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    Hi Jennifer, 

    I notice some inconsistencies between the Pro plan and my current Guide legacy plan. I actually have some features that are available on Enterprise and not on Pro on the lists you shared. Can I assume that this is different depending on accounts and tenure? 

    The benefits of Enterprise VS Legacy are so low on my case that moving to Enterprise doesn't make any sense, for the same reason, the benefits are minimal and the price is quite high.

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  • Brett - Community Manager
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    Hi Mariliam,

    Which features in particular are you referring to? You are correct and there may be some features available to you that were released prior to the new Guide plans available. Customers on Support Team/Professional/Enterprise were automatically converted over to Guide legacy because of when their account was initially created. 

    Happy to look into the individual features to confirm if you can provide more information :) 

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  • Mariliam
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    Hi there Brett, 

    Thanks for getting back. As per the comparison link, the features we have that are "Enterprise only" are the following:

    1. Integrated Knowledge Capture app with publishing workflow
    2. Identify knowledge gaps with Content Cues
    3. Multiple help centers
    Which means the only features we are missing (while on Legacy) are:
    1. Article lifecycle management with Team Publishing
    2. Article update assignments with Team Publishing
    3. Editing and publishing permissions (which I assume are intermediate, but can't really tell)
    4. Multiple theme templates
    So as a Legacy, we're only missing Team publishing and multiple theme template (which I'm not interested in), and it seems like a steep price to pay to move all agent seats to Enterprise for 1 feature. 
     
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  • Brett - Community Manager
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    Hey Mariliam,

    Knowledge Capture and Multiple Help Centers was released prior to May 2, 2017 which is why these are available to you.  The above article states "Guide Legacy includes all existing Help Center functionality prior to the Guide release on May 2, 2017, plus any Guide Professional features released since that date." 

    As for Content Cues, this is in Early Access currently which would explain why you have access to this feature. This feature will only be available on Guide Enterprise once it's been fully released.

    Hope this clears up any confusion!

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  • Mariliam
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    That makes more sense! Thanks for the clarification Brett. 

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  • Brett - Community Manager
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    Happy to help Mariliam :)

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  • Karim Ali
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    Hello Team, 

     

    We are on a support team plan, and we are planning to upgrade the guide to professional - it is not clear enough the multilingual option. it shows that it will be included to the guide professional plan however it has ** based on your support plan type. so what this means?

    if we are on support team plan and after upgrading our guide to professional, are we going to have the multi-languages option?  

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  • Nicole - Community Manager
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    Hi Karim -

    In order to have multiple languages, you have to have Support Professional or Enterprise AND Guide Professional or Enterprise. You can find more detail about this in the following article:

    Configuring your Help Center to support multiple languages

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  • Karim Ali
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    Thanks, Nicole, what about the Zendesk Suite plan, again mentioned the same ** net to the multilanguage option, which means it is not included in the suite professional plan? and which support plan type is associated with Zendesk Suite professional plan? 

     

     

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  • Nicole - Community Manager
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    Hey Karim -

    Multilanguage would be included in the Zendesk Suite professional plan. The Suite is basically a bundle price, so you would get Guide, Talk, Chat, and Support all at the professional level.

    Basically, there are two ways you can get multilanguage:

    1) Purchase a professional level plan for Support and for Guide

    2) Purchase The Suite at the professional level plan (so same as #1, but with Talk and Chat included in the package price)

    Let me know if you have further questions. :)

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  • Aswin Kannan
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    I'd like to understand why Guide is tied up with Support for 1:1 license. We have 200 people in Customer Support, but only 10 people responsible for our Knowledge Base/Help Center. We cannot justify the cost, especially if we want to upgrade to Enterprise. The price jump is just too expensive. VERY POOR pricing policy from Zendesk.

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  • Brett - Community Manager
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    Hi Aswin,

    Thanks for taking the time to share this feedback with us. I totally understand where you're coming from and I'll be sure to pass this feedback along to the appropriate team.

    If you'd like to discuss this further, I'd be happy to get you in touch with your Account Manager.

    Let me know!

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