### Contents - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Contact Center Knowledge Base Software Resources ##### Glossary Terms, Discussions, and Reports to expand your knowledge on Contact Center Knowledge Base Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Contact Center Knowledge Base Software Glossary Terms [![Knowledge Worker](https://learn.g2.com/hubfs/G2CM_GI689_Glossary_Article_Images_%5BKnowledge_Worker%5D_V1a.png "Knowledge Worker")](https://www.g2.com/glossary/knowledge-worker-definition) [Knowledge Worker](https://www.g2.com/glossary/knowledge-worker-definition) Knowledge workers solve complex problems in their field of expertise. Learn the characteristics of knowledge workers and tips for managing them. by Alyssa Towns [![Self-Service Portal](https://learn.g2.com/hubfs/G2CM_GI599_Glossary_Article_Images-%5BSelf_Service_Portal%5D_V1a.png "Self-Service Portal")](https://www.g2.com/glossary/self-service-portal-definition) [Self-Service Portal](https://www.g2.com/glossary/self-service-portal-definition) Self-service portal is an online resource center visitors use to troubleshoot problems without a customer service representative. Learn about its benefits. by Holly Landis ## Contact Center Knowledge Base Software Discussions 0 Question on: Zendesk for Customer Service [Is zendesk any good?](/discussions/is-zendesk-any-good) Is zendesk any good? For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other non-support teams. If you want a CRM that can be used by all teams (billing, legal, engineering, sales, etc.) along with your support team, Zendesk is not great for this. Answered: Amged Mansour on December 2, 2022 Short answer: Yes, with a few shortcomings. Longer answer: We use Zendesk for our help ticketing system in a K-12 school district and I find it effective in that regard, but I do have a few issues. Cons 1) I find the web interface not very attractive or user friendly and in some cases, unintuitive. 2) The mobile app, especially on an iPhone, is even harder to use and lacking features offered through the web interface. On iPad, I actually access Zendesk through a web browser instead of using the app. 3) Some functions are missing, like the ability edit notations that have been added to a help ticket. Pros 1) Customer interface is very customizable. 2) Realatively easy to automate many functions. 3) Support is fantastic. 4) The service is frequently updated, adding additional functionality. Answered: Frank Ippolito on December 2, 2022 It's the best! Makes Customer Support fun. The most effective way of managing customer interaction with a team. Answered: Pierre Clouthier on December 2, 2022 absolutely, time saver, easy to use. no need for another employees, saves time and money, and so EASY Answered: Carolyn Nikkanen on December 2, 2022 Zendesk is a great all in one platform where all your Support needs can live. From data & insights to the Support functionalities any B2C company needs, it’s all here! Answered: Ryan Kow on January 19, 2023 Yes, Zendesk is quite good at many things. It offers a clean intuitive UI. It allows members of the same team to know, in real time, who is viewing and/or working on specific tickets. It's easy to organize incoming emails and respond to them. The functions for macros and triggers is robust and intuitive. Reporting is the one area where Zendesk needs to improve to be a viable solution for large companies. But in terms of usability, intuitiveness, and modern design, I would take Zendesk over Salesforce any day. Answered: Ryan Flores on December 2, 2022 Yes, Zendesk can be great Answered: Nikki Lemberg on December 2, 2022 its pretty good Answered: Gil Zellner on December 3, 2022 Had a poor experience investing my money; it wasn't simple for me because I was scammed numerous times. Up until I came across Jeff, a recovery specialist, I had almost totally lost all of my money. He helped me, helped me get my funds refunded, and helped me all around. In just 4 days and with very little work, I was able to reclaim my cash. I'll give Jeff my utmost respect because he's sincere and honest on all counts,  and he helped me recover what I lost. Use WhatsApp to reach him right away if you need his assistance: +84 94 767 1524; email: jeffsilbert39@gmail.com. Answered: charles annod on January 19, 2023 [See more answers (8)](javascript:void(0);) [Your answer](/discussions/is-zendesk-any-good/comments/new?remote=true) 0 Question on: Zendesk for Customer Service [What is the best way to translate/integrate current content into Zendesk Guide?](/discussions/what-is-the-best-way-to-translate-integrate-current-content-into-zendesk-guide) If we already have content on a FAQ page on our website, but in a different language, what would be the best way to integrate that into Zendesk Guide (help center)? Is there any really effective alternative to translating and adding each article, one by one? Use machine translation, i.e. google. You can use javascript to add Google Translate button shown under each article page so end-users can select a language and translate things. Answered: Anton Maslov on November 26, 2022 Comment deleted by user. Answered: Stephanie MIrch on September 20, 2022 Comment deleted by user. Answered: Nathalia Cordeiro on November 14, 2022 [See more answers (2)](javascript:void(0);) [Your answer](/discussions/what-is-the-best-way-to-translate-integrate-current-content-into-zendesk-guide/comments/new?remote=true) 0 Question on: Zendesk for Customer Service [Is there a way to set auto answer for emails while we are away?](/discussions/is-there-a-way-to-set-auto-answer-for-emails-while-we-are-away) Sometimes we are out of the office and we need an automated system to answer on our behalf, we need the auto-answer option for such cases. Yes. You should set your business hours first and then create a trigger, both are under the Admin Center. Answered: Mia Perez-Galletes on July 25, 2022 Yes. There are ways to implement out of office replies with zen desk. Answered: Stephen Flynn on August 11, 2025 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/is-there-a-way-to-set-auto-answer-for-emails-while-we-are-away/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/contact-center-knowledge-base/resources?discussions_page=4) - [1](/categories/contact-center-knowledge-base/resources) - [2](/categories/contact-center-knowledge-base/resources?discussions_page=2) - [3](/categories/contact-center-knowledge-base/resources?discussions_page=3) - [4](/categories/contact-center-knowledge-base/resources?discussions_page=4) - 5 - [6](/categories/contact-center-knowledge-base/resources?discussions_page=6) - [7](/categories/contact-center-knowledge-base/resources?discussions_page=7) - [8](/categories/contact-center-knowledge-base/resources?discussions_page=8) - [9](/categories/contact-center-knowledge-base/resources?discussions_page=9) - … - [31](/categories/contact-center-knowledge-base/resources?discussions_page=31) - [32](/categories/contact-center-knowledge-base/resources?discussions_page=32) - [Next ›Next ›](/categories/contact-center-knowledge-base/resources?discussions_page=6) ## Contact Center Knowledge Base Software Reports Mid-Market Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Grid® Report Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Grid® Report Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Momentum Grid® Report