Zendesk Guide
Helpdesk-coupled knowledge base built for AI resolutions
Score breakdown
What makes up this score
- 2 independent review sources
- 11,232 third-party reviews counted
- 3 answer engines measured
- cross-model consistency 0.84
- 21 web authority signals
- average citing-domain authority 29.1
- 100% of the category rubric covered
- No approved user reviews yet
Explanation
Why Zendesk Guide ranks #2
Zendesk Guide ranks #2 of 15 business software with a TOP SCORE of 51.
The category leader scores 53, a gap of 2 points.
That is 4 points above the category average of 47.
Its strongest component is External Reputation at 86; its weakest is AI Authority at 19.
No usable evidence was found for TOP10 User Score, so that weight was redistributed across the components that are evidenced.
Generated from the recorded evidence behind this score, not from editorial opinion. How scoring works.
Score history
How the score has moved
77 → 52 ↓25.4
External reputation
What third-party sources publish
| Source | Published | Normalised | Reviews | Last checked | Method |
|---|---|---|---|---|---|
| Capterra ↗ | 4.4/5 | 88 | 4.1k | 27 Aug 2026 | permitted crawl |
| G2 ↗ | 4.3/5 | 86 | 7.1k | 31 Aug 2026 | permitted crawl |
AI visibility
How answer engines treat this platform
| Engine | Mention | Recommendation | Citation | Avg position | Queries | Measured |
|---|---|---|---|---|---|---|
| claude sonnet 5 parametric | 8% | 8% | 0% | 1.0 | 12 | 31 Aug 2026 |
| claude sonnet 5 parametric | 83% | 50% | 0% | 2.6 | 12 | 31 Aug 2026 |
| claude grounded | 0% | 0% | 0% | — | 20 | 30 Aug 2026 |
| claude parametric | 5% | 0% | 0% | 12.0 | 20 | 30 Aug 2026 |
Web authority
Citations and independent coverage
- Trustpilot31 Aug 2026
- eesel.ai31 Aug 2026
- G231 Aug 2026
- ClearFeed30 Aug 2026
- Desk36530 Aug 2026
- Research.com30 Aug 2026
- iubenda30 Aug 2026
- Salesforce30 Aug 2026
- BlueTweak30 Aug 2026
- Helpjuice30 Aug 2026
- Pylon30 Aug 2026
- AlternativeTo30 Aug 2026
- Richpanel30 Aug 2026
- Improvado30 Aug 2026
- Vendr30 Aug 2026
- SalesHive30 Aug 2026
- PitchGrade30 Aug 2026
- Glassdoor30 Aug 2026
- Tel Plus Communications30 Aug 2026
- The CX Lead30 Aug 2026
TOP10 users
What our users report
No published reviews yet. Reviews are moderated before they appear and are never removed at a business's request.
Company information
The facts on file
- Description
- Zendesk Guide, now marketed as "Zendesk Knowledge", is the knowledge base module inside the Zendesk Resolution Platform, combining a branded help center, community forums and a client portal with AI-assisted article drafting and generative search. It is not sold standalone: the knowledge base first appears in the Suite Team plan at $55/agent/month annually. It suits organisations already running or migrating ticketing to Zendesk that want self-service tied directly to the ticket queue and AI deflection.
- Category
- Business Software
- Products
- Zendesk Knowledge (Guide) knowledge base, Branded help center, Community forums, Client portal, AI knowledge builder / AI agents, Reporting and analytics on content performance
- Markets
- SMB, Mid-Market, Enterprise
- Integrations
- Zendesk Support ticketing, Zendesk messaging and live chat, Zendesk telephony / Contact Center, Zendesk Marketplace (1,800+ apps, partners and integrations, vendor-claimed)
- Pricing
- $19/agent/month billed annually (Support Team — does not include the knowledge base) · free tier: No free plan; 14-day free trial on Suite Team pricing page ↗
- Regulatory
- Nothing verified in this session. A trust centre exists on the vendor site but was not retrieved, so no certification, data-residency or compliance claim is made.
- Official website
- https://www.zendesk.com ↗
- Last verified
- 31 Aug 2026
Compare
Head to head
Category context
- This platform51
- Category leader53
- Category average47
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