Creating Content in Guide - Frequently asked questions
Explore common questions about creating content in Zendesk Guide without a Support license. Learn about requirements, permissions, and more in this comprehensive FAQ.
Frequently asked questions
Do I need a Zendesk Support license to create content in Guide?
Yes, you need a Zendesk Support license to create content in Guide. To publish documents in Zendesk Guide, you must purchase a Support license along with a Guide license for your writers, regardless of their roles in Guide. However, there is an…
Can light agents create and edit content in Zendesk Guide?
Yes, light agents can create and edit content in Zendesk Guide, but only under specific conditions. In the Guide Enterprise plan, light agents have the ability to add and edit articles and posts in knowledge base sections and community topics where…
What are the requirements for publishing documents in Zendesk Guide?
To publish documents in Zendesk Guide, you need to have a Support license along with a Guide license. This applies to all roles within Guide, ensuring that your writers are properly licensed to create and manage content. The only exception is for…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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