About the Zendesk Guide plan types

Return to top
Have more questions? Submit a request

25 Comments

  • Intekhab Hussain

    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.

    5
  • Jim Stratton

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

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    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.

     

     

    0
  • Helle Buhl

    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.

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Helle,

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

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

    Hope that helps!

    1
  • Mariliam

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    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 :) 

    0
  • Mariliam

    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. 
     
    0
  • Brett Bowser
    Zendesk Community Team

    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!

    2
  • Mariliam

    That makes more sense! Thanks for the clarification Brett. 

    0
  • Brett Bowser
    Zendesk Community Team

    Happy to help Mariliam :)

    0
  • Karim Ali

    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?  

    0
  • Nicole Saunders
    Zendesk Community Team

    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

    0
  • Karim Ali

    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? 

     

     

    0
  • Nicole Saunders
    Zendesk Community Team

    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. :)

    0
  • Aswin Kannan

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Lila Kingsley

    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?

    0
  • Brett Bowser
    Zendesk Community Team

    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 :)

    0
  • Lila Kingsley

    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).

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    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. 

     

    0
  • Riccardo Centomo

    Hi, in this article the "AI-powered suggestions with Answer Bot" feature aren't apply to Suite Team plan but here: https://www.zendesk.com/pricing/#everyone

    the Suite Team plan have te answer bot active for article recommendations and flow builder (up to 50)..

    I don't understand the difference..

    0
  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Riccardo,

    Yes, Answerbot is available for the new Zendesk Suite Team plan. Are you pertaining to the old Suite Team plan with Guide Lite? If yes, that plan does not have an answer bot.

    1
  • Riccardo Centomo

    Thanks Cheeny Aban

    No, i'm pertaining the last Suite Team plan (here: https://www.zendesk.com/pricing/#everyone), but i think this article refer to the old one with the Guide Lite..

    Maybe this article need to be update or better explain the different plan (last plans Vs. old plans)?

    0
  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Riccardo, 

    Thank you for your feedback! 

    Rest assured that I'll pass along that to our team.

    0

Please sign in to leave a comment.

Powered by Zendesk