Using Zendesk Internal Knowledge Base? Here Are the Pros and Cons

Sharing of knowledge is a building block so fundamental and essential to business growth that it is often overlooked. Companies rarely have an efficient way of disseminating information, and when they do, it often hampers team productivity and output.

The answer? Setting up a knowledge base like Zendesk’s internal knowledge base.

Why Is An Internal Knowledge Base Like Zendesk Important?

Knowledge workers report spending approximately 20 hours on written communication. That’s half of a workweek. 20% of the workweek is spent tracking down internal information to complete tasks or finding a team member who can help them.

When companies have a single repository of information freely accessible to all employees, it ensures that the knowledge workers are not sacrificing their performance to inform, educate, or empower others.

Simply said, an internal knowledge base becomes the pivotal, collaborative tool to share information, discuss ideas, and spread knowledge.

Is the Zendesk Internal Knowledge Base a Great Fit for Your Company?

While a unified library is essential, merely developing a page or drive that has all the files is not sufficient. It’s why the internal knowledge base by Zendesk is so popular. That said, there are pros and cons to the Zendesk knowledge base.

Zendesk Knowledge Base Pros

Zendesk is used by 100,000 companies spread across industries, from startups to enterprises. It’s arguably the most recognized software, and there’s a reason for it.

1. Training Support

Using the knowledge base to its full potential may require training. However, Zendesk offers sufficient information to help train employees. Its help desk is full of how-to videos, and its forum is always open to anyone to start a discussion or ask questions.

2. Collaborative Communication

Teams lose nearly a full working day each week (7.47 hours) because of poor communication. And that’s where the biggest advantage of Zendesk’s internal knowledge base lies. It offers seamless communication between employees and an internal ticketing system to track interactions.

3. Integration Possibilities

Zendesk has extensive REST APIs and JSON-based APIs. The former means you can integrate it with any software, tool, or platform you use to run your business. The latter allows you to add any external document or material to your internal knowledge base.

4. Mobile Accessible

A lot of positions in a lot of companies need information on the go. This is where the knowledge base Zendesk offers stands out. It’s accessible through a mobile app, so teams can reach internal knowledge anytime they want or in any medium they prefer.

5. Insightful Analytics

Data is the currency that moves the 21st-century world, and Zendesk offers plenty with its analytics. Teams can distill which information is accessed more and use that data to streamline day-to-day operations. If you use the internal support system, the analytics will also report on the performance and satisfaction levels of each department.

6. Easy Search Feature

Information has value only when it is shared or used. That’s why a knowledge base is only as good as its search feature. If employees can’t find the information they are looking for or have to waste hours trying to reach the right resource, the repository has no value. Zendesk uses an AI-powered search engine, making it effortless for teams to land on the correct file or document. Moreover, it offers personalized results for each user.

Cons of Zendesk Internal Knowledge Base

In a nutshell, if your needs are limited to a standalone knowledge base, Zendesk is not the solution for you. For the simple reason that it comes as a part of Zendesk’s signature product and not as a separate platform. So, to make the most of the internal knowledge base, you need to pair it with Zendesk’s other products.

1. The Price

Since Zendesk’s knowledge base comes packaged with other products, its price point is on the higher side. The Suite Growth Plan costs $79 per agent per month. For businesses with limited budgets, this price tag can be steep.

2. The Interface

The installation is easy. The user interface is clean and simple. But because Zendesk offers so many other powerful features along with the internal knowledge base, it is not intuitive. At times, it becomes difficult to operate, which means your employees would need extensive training.

3. The Technical Set-up

Using Zendesk’s knowledge base and becoming conversant with all the features requires a bit of a learning curve. Employees will need hand-holding and training from Zendesk’s support department because the setup is technical. And if you’re integrating it with other tools in your stack, it becomes more so.


Every business sits on a treasure trove of knowledge, but frequently it is locked in people or inboxes. An internal knowledge base unlocks it, making it accessible to every employee and empowering them to find answers and work better on their own.

If you haven’t invested in an internal knowledge base, do so now. The boost and the support it will give to your entire team cannot be emphasized enough. You will save hours people waste on writing emails to hunt down a tiny piece of information that is backlogging a river of work.

And if you’re confused if the Zendesk internal knowledge base is the right fit for your company, get in touch. Helplama is a leading customer support provider that can help you build and scale a fully-functional customer support team on demand while avoiding the costs of hiring and training. We have solutions for every need and budget, covered by a comprehensive Zero Risk guarantee.


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