Go deep into Zendesk Knowledge (formerly Guide): help center design, article management, and automation. Plus: how QA, reporting, and insights can improve both your content and your team’s performance.
Knowledge & Insights
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.
Knowledge & Insights
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.
Knowledge & Insights
In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.
Knowledge & Insights
This article explores ways to merge duplicate tickets from the same user. Customers often submit multiple requests via various channels, slowing response times. Solutions include using the Customer Context Panel, Zendesk AI-based Merge Suggestions, or automating ticket merges.
Knowledge & Insights
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.
Knowledge & Insights
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
Knowledge & Insights
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
Knowledge & Insights
The new Customisable CSAT for Zendesk has arrived, finally allowing you to change your rating scale, choose emoji, numbers or labels, and customize your follow-up questions. This article contains an initial overview of the new feature, and shows how it works with existing API integrations.
Knowledge & Insights
This article previews the new Generative AI for Help Center content that's been made available in EAP by Zendesk.
Knowledge & Insights
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.
Knowledge & Insights
In this article we'll explore the new Group SLA policies in Zendesk, lay out an approach to setup a scalable SLA policy across your instance and make sure agents take care of the right ticket first.
Knowledge & Insights
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.