Guide is included in Suite plans or can be purchased with any Zendesk Support plan. This article describes the current and legacy Guide plans. Although legacy Guide plans are no longer supported, plan information is described here for the benefit of existing plan holders.
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.
Legacy Guide plans
Guide Lite Legacy and Guide Legacy plans are no longer available as Guide plans with Support. Refer to each of the following sections for details about each plan, including plan features and the deprecation dates.
Guide Lite Legacy plan
Guide Lite is no longer available as a Guide plan with Support as of February 1, 2021. Guide Lite is included in the Suite Team plan.
Refer to the following table for a list of features that were available on the Guide Lite plan.
|Guide feature||Guide Lite Legacy|
|Zendesk Guide pricing|
|Annual subscription term (per agent per month)||$0|
|Monthly subscription term (per agent per month)||$0|
|Get started and customize your knowledge base quickly|
|Create a knowledge base||Y|
|Theme customization||Basic and standard theme|
|Rich text WYSIWYG editor||Y|
|Restore deleted articles||Y|
|Article view permissions||Registered users and public|
|Create the best self-service experience for your customers|
|Embed self-service with Web Widget (Classic) & Mobile SDK||Y|
|Use contextual help to serve up relevant content||Y|
|API access to customize||Y|
|Enable customers to manage their own request with customer portal|
|Empower customers to close requests with rapid resolve|
|AI-powered suggestions with Answer Bot*|
|Empower agents with easy access to knowledge|
|Agent-only knowledge base|
|Flag and create knowledge with the Knowledge Capture app|
|Integrated Knowledge Capture app with publishing workflow|
|AI-powered suggestions in the agent interface and on Slack|
|Article recommendations with the Knowledge Capture app||Y|
|Develop and improve content across your team|
|Content and revision history|
|Article assignments and publishing permissions with Team Publishing|
|Article lifecycle management with Team Publishing and Article Events|
|Identify knowledge gaps with Content Cues|
|Organize and optimize your knowledge base|
|Content structure||Unlimited sections & categories. 2 content hierarchy levels|
|Multilingual content**||1 default language|
|Custom article lists and sharing options|
|Multiple help centers|
|Understand knowledge engagement and effectiveness through reporting and analytics|
|Google Analytics tracking||Y|
|Top content and search overview|
|Pre-built Guide dashboards|
|Knowledge Capture dashboard|
|Answer Bot Insights dashboard*|
* Requires Answer Bot add-on
** Feature availability depends on your Support subscription level
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 at 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 Account in the sidebar, then select Billing > Subscription.
For more information, see Viewing plan subscriptions.
Is it weasy to switch between plan types?
If you have a Self-service account, you should be able to make changes to your subscription in the Admin Center. For detailed instructions on how to update your plan subscriptions, see the section: Changing plan subscriptions. For Sales-assisted accounts, you need to reach out to your Account Manager to assist you with plan changes. See What type of account do I have?
Upgrading accounts take effect immediately, while downgrading takes effect on your next renewal date. For more information, see the article: Why did my subscription change not go into effect immediately?
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