Guide is included in Suite plans or can be purchased with any Zendesk Support plan.
This article contains the following sections:
Current Guide plans
- Guide Professional, advanced knowledge features and customization options. Included in Suite Growth and Suite Professional and available as a paid plan with any Zendesk Support plan.
- Guide Enterprise, strategic self-service experience, with advanced knowledge management and collaboration, customization options, and artificial intelligence features. Included in Suite Enterprise and Suite Enterprise Plus and available as a paid plan with any Zendesk Support plan.
For feature information, see the Zendesk Suite plan comparison page, then refer to the help center and knowledge management sections.
The Guide documentation includes the plan availability for each feature at the top of each article.
About the Guide Lite Legacy plan
Guide Lite is no longer available as a Guide plan with Support. Guide Lite is included in the Suite Team plan.
The following table shows feature availability for all Guide plans as of January 31, 2021. Refer to the Lite column below for a list of features that were available on that plan.
| Guide feature | Lite | Professional | Enterprise |
| Zendesk Guide pricing | |||
| Annual subscription term (per agent per month) | $0 | $15 | $29 |
| Monthly subscription term (per agent per month) | $0 | $19 | $34 |
| Get started and customize your knowledge base quickly | |||
| Create a knowledge base | Y | Y | Y |
| Theme customization | Basic and standard theme | Intermediate and standard theme. Custom themes and integrations | Advanced Standard theme. Custom theses and integrations. Multiple theme templates |
| Rich text WYSIWYG editor | Y | Y | Y |
| Content overview | Y | Y | Y |
| Restore deleted articles | Y | Y | Y |
| Article view permissions | Registered users and public | Internal only (custom) Registered users (custom) Public (custom) | Internal only (custom) Registered users (custom) Public (custom) |
| Create the best self-service experience for your customers | |||
| Embed self-service with Web Widget & Mobile SDK | Y | Y | Y |
| Use contextual help to serve up relevant content | Y | Y | Y |
| API access to customize | Y | Y | Y |
| Enable customers to manage their own request with customer portal | Y | Y | |
| Empower customers to close requests with rapid resolve | Y | Y | |
| AI-powered suggestions with Answer Bot | Y | Y | |
| Empower agents with easy access to knowledge | |||
| Agent-only knowledge base | Y | Y | |
| Flag and create knowledge with the Knowledge Capture app | Y | Y | |
| Integrated Knowledge Capture app with publishing workflow | Y | ||
| AI-powered suggestions in the agent interface and on Slack | Y | Y | |
| Article recommendations with the Knowledge Capture app | Y | Y | Y |
| Develop and improve content across your team | |||
| Content and revision history | Y | Y | |
| Article assignments and publishing permissions with Team Publishing | Y | ||
| Article lifecycle management with Team Publishing and Article Events | Y | ||
| Identify knowledge gaps with Content Cues | Y | ||
| Organize and optimize your knowledge base | |||
| Content structure | Unlimited sections & categories. 2 content hierarchy levels | Unlimited sections & categories. 2 content hierarchy levels | Unlimited sections & categories. 6 content hierarchy levels |
| Multilingual content** | 1 default language | 40+languages Dynamic coded for translations | 40+languages Dynamic coded for translations |
| Article import | Y | Y | Y |
| Bulk actions | Basic | Intermediate | Advanced |
| SEO | Y | Y | Y |
| Host mapping** | Y | Y | Y |
| Article labels | Y | Y | |
| Custom article lists and sharing options | Y | Y | |
| XML Sitemap | Y | Y | |
| Multiple help centers | Y | ||
| Understand knowledge engagement and effectiveness through reporting and analytics | |||
| Google Analytics tracking | Y | Y | Y |
| Top content and search overview | Y | Y | |
| Pre-built Guide dashboards | Y | Y | |
| Knowledge Capture dashboard | Y | Y | |
| Answer Bot Insights dashboard | Y | Y | |
** Feature availability depends on your Support subscription level
About the Guide Legacy plan
Zendesk Support customers who were subscribed to the Team, Professional, or Enterprise plan (or the equivalent legacy Support plan) prior to May 2, 2017 are on the Guide Legacy plan, unless they manually moved to another Guide plan after May 2, 2017.
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.
You can view the Guide Legacy plan features as of May 2, 2017 on this Guide plan page. Refer to the Guide Professional column. The chart shows the Professional plan features the time of the Guide release, which were the same as Legacy plan features.
Guide Legacy customers remain on the Legacy plan, regardless of any changes to their Zendesk Support plan. Guide Legacy customers must upgrade to Guide Enterprise to receive Guide Enterprise functionality.
Viewing your plan type
You can view your current plan in the billing section of Admin Center.
To view your current plan
- In Admin Center, Click the Billing icon (
).
For more information, see Viewing plan subscriptions.
21 Comments
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.
I have the same comment/question, which I see has not been answered in more than three months...
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.
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.
Hi Helle,
Guide Legacy is the same as Guide Professional in the plan comparison.
https://www.zendesk.com/guide/compare/#compare
Hope that helps!
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.
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 :)
Hi there Brett,
Thanks for getting back. As per the comparison link, the features we have that are "Enterprise only" are the following:
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!
That makes more sense! Thanks for the clarification Brett.
Happy to help Mariliam :)
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?
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
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?
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. :)
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.
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!
I'm trying to recall the number of brands we're allowed in Guide Enterprise...but all that info seems to have gone away with the recent redesign of the plans pages to be all about the suite. We're not on Suite, but have Guide Enterprise.
This article has a current guide plans section, which states "You can view the features available by plan type on the Guide plan comparison page." While the underlying link for that page is the old Guide plan compare page (https://www.zendesk.com/guide/compare/#compare) it takes you to the suite page (https://www.zendesk.com/pricing/#everyone)
Are Guide Enterprise features the same as what is listed on the suite page for support enterprise>help center? i.e. do I have 300 brands?
Hey Lila,
You'd be limited to 5 brands unless you purchased the Unlimited Multibrand add-on which would increase this to 300 brands. With the new pricing package, you'd get 300 brands in the Suite Enterprise plan.
Let me know if you have any other questions for me :)
Thanks Brett!
I know the focus at Zendesk now is on Suite...but t would be helpful to have the old guide plan documenation available somwhere (that guide plan compare link above is redirecting to the suite page).
Hi Lila Kingsley
This article has all of the branded Help Center limits. Our legacy add-on article has the limits for the legacy add-on (see the unlimited multibrand add-on). The limit for branded HCs on Guide Enterprise is 5, as Brett said.
On the Suite plan comparison page, Guide Lite maps to Suite Team, Guide Professional maps to Suite Growth and Professional, and Guide Enterprise maps to Suite Enterprise.
Hope that helps. Please let us know if you need anything else.
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