Knowledge Base (Guide)
Freshby Zendesk
Knowledge management and self-service content publishing with bot integrationSupport teams maintaining fragmented documentation who need one source that powers both human search and bot deflection
Help center authoring and publishing tool that feeds AI agents and self-service portals from a single article store with version control and article feedback collection.
Features
Omnichannel Routingpaid onlySkills-Based Routingpaid onlyTriggers & Automation Rulesall plansMacros & Saved Repliesall plansSLA Managementpaid onlyIVR (Interactive Voice Response)paid onlyApproval Workflowsenterprise onlyWorkforce Scheduling & Forecastingpaid onlyAI Agents (autonomous bot resolution)paid onlyCopilot (proactive agent assistant)paid onlyIntelligent Triage (AI classification)enterprise onlyAuto Assist (AI resolution suggestions)enterprise onlyGenerative AI Writing Toolspaid onlyVoice AI Agents (multilingual)paid onlyAdmin Copilotpaid onlyCSAT Surveyspaid onlyPre-built Dashboardspaid onlyCustom Report Builderpaid onlyQuality Assurance (auto conversation scoring)paid onlyMarketplace (1,800+ apps & integrations)all plansAction Builder (no-code workflow integrations)paid onlyMicrosoft 365 Support Assistantpaid onlySandbox Environmententerprise onlyCustom Agent Rolesenterprise onlySession Duration Enforcementpaid onlyAI Governance Controlsenterprise only
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