Knowledge base software

Learn how you can customize Zendesk help desk software with no coding required.

With Zendesk, a knowledge base becomes an extension of your brand, empowering customers, employees, and agents to get accurate, relevant answers. Intuitive no-code tools help adjust formatting and layouts so anyone on your team, regardless of technical skill, can create a familiar experience for customers and employees alike.

When you need even more customization in your knowledge management tool, advanced options like custom themes, CSS, and HTML give developers complete flexibility to craft unique designs and navigation structures. Organize articles into categories that match how your customers think, ensuring easier discovery and a consistent brand voice across every page. The result is a knowledge base that’s both easy to manage and uniquely yours.

Ever wish your support team could work while they sleep? Zendesk AI acts like a tireless partner for your content team. It identifies questions, knowledge gaps, and emerging issues from 100 percent of your customer interactions, then suggests draft articles complete with relevant steps, troubleshooting advice, and FAQs.

Human review ensures every AI-generated article meets your quality standards, keeps your tone on-brand, and remains accurate as your products and policies change. Because Zendesk AI continuously learns from new interactions, your library doesn’t just grow. It gets sharper, more relevant, and more useful over time.

See how Zendesk AI can grow and refine your resource library.

Help users find answers on their own with the Zendesk client portal.

Whether a customer searches for “payment not going through” or an employee asks about “remote work policy,” AI-powered search understands natural language and intent to surface the right resources instantly.

Customers and employees benefit from an intelligent self-service experience that quickly guides them to helpful articles, suggested content, and personalized dashboards, reducing the need to submit tickets.

Behind the scenes, Zendesk Copilot assists support agents by providing real-time suggestions, drafting replies, summarizing tickets, and automating routine tasks. This empowers agents to respond faster and more accurately, ensuring customers get timely and effective help when they need it. By enhancing agent productivity and freeing them to focus on complex issues, AI Copilot helps your team deliver a seamless, human-first support experience.

Your customers connect with you in many ways, like email, live chat, social media, your website, and beyond. Zendesk ensures they receive the same accurate, up-to-date information wherever they are.

Zendesk AI agents draw from your knowledge base to provide instant answers on every channel, with seamless handoff to human agents when a personal touch is needed.

Because every interaction carries full context, from conversation history to attempted solutions, there’s no need for customers to repeat themselves. And with mobile-optimized design and more than 1,800 apps and integrations, your knowledge base looks and works perfectly on any device, with all of your legacy tools and extensions.

Explore 1,800+ apps and integrations in the Zendesk Marketplace.

Help your agents focus on what matters most with the Zendesk omnichannel ticketing system.

Many support tickets never need to exist in the first place. Zendesk helps you autonomously deflect high-volume requests by guiding customers to useful articles or offering relevant suggestions before they open a ticket. Detailed, real-time analytics show which articles resolve inquiries, highlight gaps, and inform what to create next.

In both customer-sourced and employee service software requests, AI helps route delicate issues to the right experts while improving over time based on real-world outcomes. When customers need a live agent, the handover includes all relevant context so your team can get straight to solving the problem. This way, agents spend more time on the requests that truly require their expertise.