Zendesk Guide

Spec sheet

What it does

Zendesk Guide provides customizable internal, IT, agent-only and customer-facing knowledge bases with self-service access.Read 21 Oct 2026 · zendesk.com

Publishing audience

bothRead 20 Sep 2026 · zendesk.com

Free plan

NoRead 20 Sep 2026 · zendesk.com

Paid from

55Read 20 Sep 2026 · zendesk.com

Integrations

Zendesk Marketplace lists more than 1,200 apps, connectors, themes and partners.Read 21 Oct 2026 · zendesk.com

Headquarters

San Francisco, California, United StatesRead 28 Sep 2026 · zendesk.com

AI agents

Suite plans include AI agents that can reason, take actions and support more than 80 languages, with usage measured by automated resolutions.Read 21 Oct 2026 · zendesk.com

App extensibility

Marketplace apps can use the Zendesk App Framework, while integration apps use REST APIs and OAuth; Guide themes are also publishable.Read 21 Oct 2026 · developer.zendesk.com

Article limit

40000Read 20 Sep 2026 · zendesk.com

Community and portal

The product family includes customer communities and a portal where customers can log in and manage support requests.Read 21 Oct 2026 · zendesk.com

Company founded

LinkedIn lists Zendesk as founded in 2007.Read 21 Oct 2026 · linkedin.com

Company headquarters

LinkedIn lists Zendesk headquarters in San Francisco, California.Read 21 Oct 2026 · linkedin.com

Company legal name

The Google Play listing identifies the developer as Zendesk, Inc.Read 21 Oct 2026 · play.google.com

Company ownership

LinkedIn describes Zendesk as privately held.Read 21 Oct 2026 · linkedin.com

Company size

LinkedIn places Zendesk in the 5,001–10,000 employee size range.Read 21 Oct 2026 · linkedin.com

Content analytics

YesRead 20 Sep 2026 · zendesk.com

Content history

Guide records content-change events so teams can track how knowledge-base material evolves.Read 21 Oct 2026 · zendesk.com

Custom domain

YesRead 20 Sep 2026 · zendesk.com

Documentation

Official documentation includes getting-started tutorials, agent and administrator guides, REST API v2 references and Apps references.Read 21 Oct 2026 · zendesk.com

Knowledge analytics

Built-in reports show what users search for and whether they find answers, exposing content gaps.Read 21 Oct 2026 · zendesk.com

Knowledge-base authoring

Guide saves drafts, supports rich article formatting and lets administrators restrict internal content to selected groups.Read 21 Oct 2026 · zendesk.com

Languages

Zendesk says Guide articles can be translated into more than 40 languages.Read 21 Oct 2026 · zendesk.com

Licence status

Zendesk is documented as a web-based SaaS application and its official product pages do not present an open-source licence or self-hosted edition.Read 21 Oct 2026 · support.zendesk.com

Limit: mobile feature gaps

App Store reviewers report that the iOS app is less capable than the web version, including weak macro support, organization views and filtering.Read 21 Oct 2026 · apps.apple.com

Limit: pricing

G2 reviewers report that higher tiers and expanding usage can make Zendesk costly for smaller teams.Read 21 Oct 2026 · learn.g2.com

Limit: pricing transparency

A Gartner Peer Insights reviewer complained about inflexible seat reductions during a two-year contract and unclear storage pricing.Read 21 Oct 2026 · gartner.com

Limit: setup complexity

G2 reviewers say advanced workflows and customization can require substantial planning and configuration.Read 21 Oct 2026 · learn.g2.com

Messaging and voice

Suite Team and higher plans include messaging, live chat and telephony features such as IVR and callbacks.Read 21 Oct 2026 · zendesk.com

Mobile requirements

Agent mobile access requires iOS 15 or later for iPhone/iPad and Android 10 or later; mobile-browser agent access is unsupported.Read 21 Oct 2026 · support.zendesk.com

Notable news: June 2026 release

Zendesk release notes dated June 15, 2026 describe expanded Copilot intelligent triage onboarding, topic suggestions and a new messaging RAG agent.Read 21 Oct 2026 · support.zendesk.com

Omnichannel routing

Routing can consider agent status, capacity, skills and ticket priority across support channels.Read 21 Oct 2026 · zendesk.com

Praise: customization

G2 reviewers highlight configurable fields, views, layouts and workflows as a strength for specialized processes.Read 21 Oct 2026 · learn.g2.com

Praise: usability

G2 data reports 88% satisfaction for ease of use and reviewers commonly describe daily agent work as easy to operate.Read 21 Oct 2026 · learn.g2.com

Praise: workflow scale

G2 reviewers repeatedly praise unified multi-channel ticketing, automation, reliable ticket management and reporting for growing support operations.Read 21 Oct 2026 · learn.g2.com

Public API

The API reference covers ticketing, Help Center, live chat, voice, sales CRM, omnichannel routing and custom data with endpoint descriptions and examples.Read 21 Oct 2026 · developer.zendesk.com

Rating on Apple App Store

4.4 out of 5 from 431 ratingsRead 21 Oct 2026 · apps.apple.com

Rating on G2

4.3 out of 5 from 7,715 reviewsRead 21 Oct 2026 · g2.com

Rating on Gartner Peer Insights

4.4 out of 5 from 1,061 ratingsRead 21 Oct 2026 · gartner.com

Rating on GetApp

4.4 out of 5 from 4,054 reviewsRead 21 Oct 2026 · getapp.sg

Rating on Google Play

3.0 out of 5 from 7,780 reviewsRead 21 Oct 2026 · play.google.com

Reporting

Zendesk offers prebuilt dashboards and AI-powered Quick Reports that create analytics from plain-language questions.Read 21 Oct 2026 · zendesk.com

SDKs

Zendesk documents Android Support SDK packages for UI components and API providers distributed through Gradle.Read 21 Oct 2026 · developer.zendesk.com

Security certifications

Zendesk lists SOC 2 Type II, ISO 27001:2022, ISO 27018:2019, ISO 27701:2019, ISO 27017:2015, FedRAMP LI-SaaS and other certifications.Read 21 Oct 2026 · zendesk.com

Security controls

Zendesk describes SSO, two-factor authentication, IP restrictions, redaction, audit logs and optional BYOK encryption.Read 21 Oct 2026 · zendesk.com

SSO support

YesRead 20 Sep 2026 · zendesk.com

System requirements

The web application requires Windows or macOS, at least 8 GB RAM, 10 Mbps upload and download, and current Chrome, Firefox, Safari or Edge with JavaScript, cookies and local storage enabled.Read 21 Oct 2026 · support.zendesk.com

Ticketing

Zendesk combines email, messaging, phone and social requests in one ticketing workspace with routing, automations and triggers.Read 21 Oct 2026 · zendesk.com

Version history

YesRead 20 Sep 2026 · zendesk.com

Plans and prices

Every Zendesk Guide plan and price →

Where Specifiction places it

• Knowledge base software#3 of 1389.2
• HR Knowledge Base Software#10 of 508.5
• Customer Journey Analytics Software#7 of 348.4
• Customer Community Software#8 of 378.5
• Customer Self-Service Software#10 of 468.5
• Customer Service CRM Software#7 of 268.4
• Digital Customer Service Platforms#10 of 258.5
• IT Knowledge Base Software#26 of 608.5