Knowledge
Go deep into Zendesk Knowledge (formerly Guide): help center design, article management, and automation.
Zendesk is evolving from a Help Centre model to a full knowledge platform. It shows how knowledge powers AI Agents, Agent Copilot and omnichannel experiences, how content adapts per channel, and how tools like Knowledge Builder and Connectors turn knowledge into resolution intelligence.
Customer care is shifting from ticket handling to resolution design. This article explains how Zendesk’s Resolution Platform—combining Agent Copilot, AI Agents, knowledge and context—helps teams build clearer, use-case-driven paths. Part one covers intent classification.
Zendesk’s Help Center evolves with AI tools like Generative Search, Article Summaries, and Translation. Writing tools help teams expand, simplify, or rephrase content, while Knowledge Builder (announced at Relate 2025) promises future automation of knowledge creation from tickets.
Zendesk Service Level Agreements are a major part of making sure agents work on the right ticket first and are essential for good queue and routing management. This article explores the new advanced features for measuring reply times.
This article explains Zendesk’s new Media Gallery for Help Center articles, allowing you to manage images across multiple articles. We show off the Media Library API, which enables automated uploads from external tools like Google Drive using Zapier, improving workflow efficiency for teams.
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
This article previews the new Generative AI for Help Center content that's been made available in EAP by Zendesk.
Use the new Redirect Rules API for Zendesk Guide to redirect customers to other pages instead of finding a 404 error for non-existing urls.
Improve content discoverability in Zendesk Guide by creating a custom page that shows records indexed by federated search. This enables businesses to offer a better experience for customers, making it easier for them to find the information they need.
Federated search is a feature that allows customers to search for information across multiple platforms and websites simultaneously, creating a seamless search experience. This article shows how how to setup automatic or manual indexing of records.
This article shows you how to make articles available to logged in users only, but still make them available in search by showing an excerpt of the article.
