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Consistent naming of Guide / Help Centre / Knowledge base

Related products:Knowledge
  • September 11, 2025
  • 1 reply
  • 1 view
M

The naming of this feature is very confusing and would really benefit from simplification and rationalisation. 

 

Throughout Zendesk, there are numerous names for the Guide. Even in the same page, it can be referred to by any of 4 different entities. 

 

Just look at the announcement of the much welcomed unifcation of navigation today. 

 

The navigation links to “Knowledge”. But is that the "guide"? what about the “help Centre”.

 

Look at this very thread where this post is: It's called "Feedback - Help Centre (Guide)" - but is this going to be linked to in the new navigation by the word “knowledge”? 

 

Look at the main feature set on the pricing tab for Zendesk - the lines next to each other even refer to the same screen image by different names (Knowledge base vs Help Centre).  Yet the navigation on that same page is to a Product called "Help Centre".  I click on that link (remember - it's labelled “help Centre” and it takes me to a page https://www.zendesk.com/service/knowledge/ that is titled "Knowledge", yet talks about "Knowledge Base". 

The marketing, support, product managers, and document teams seem to all refer to this by different names. 

It's incredibly confusing even to those who use it every day - let alone newcomers to Zendesk or end users. 

 

This needs a thorough review, and then the documentation across Zendesk needs updating. 

 

 

 

    1 reply

    Orsolya Forster

    Hi @martin20 , 

    Thanks for your feedback, we understand the confusion about the various product names we use across our product material, and we are currently in a middle of a process to clear this out as much as possible. 

    So the product name "Guide" has changed to "Knowledge". The new name is intended to be more descriptive of the product and what it does. Knowledge is an overarching term for institutional wisdom available about businesses and their operations. Such inventory of content goes beyond articles as it includes external content, procedures, content blocks. It covers all content types used across various AI Agents and other AI products, not just in the help center. 

    Just to share our views on the help center vs knowledge base ambiguity, we believe the help center is a foundational piece of self service as this is the public display of published articles. The help center is the place where your users find self service content and where they intend to find solutions to their problems. The knowledge base on the other hand is the complete set of knowledge objects; native and external articles, procedures etc regardless of these being publicly available content or draft or content purposed only for Copilot. 

    As the name change from "Guide" to "Knowledge" isn't completed yet, you likely come across with the old name on some of our pages, this is something we're actively working on updating and soon, "Guide" will be gone completely. 

    The terms, help center, and knowledge base will stay with us and we're going to invest a lot in using them consistently respecting the definitions I shared above. 
    I hope I could help, and please ask if you have any questions. Cheers!

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