Zendesk Knowledge Builder 2025: Features, Benefits & Limitations

This article also looks at how new tools like Faqify.ai can improve Zendesk’s approach.

Zendesk has introduced Knowledge Builder, an AI tool that helps organisations quickly create or grow their help centres. It reviews support conversations from the last 30 days to generate draft articles, categories, and help centre layouts, making it easier to set up self-service content.

This article explains:

• What Zendesk Knowledge Builder does
• Where it excels
• Its natural limitations

The article also shows how Faqify.ai, a new AI platform, can work with Zendesk to handle more complex knowledge needs.

What Is Zendesk Knowledge Builder?

Zendesk Knowledge Builder is an AI content tool in Zendesk Guide. It mainly helps teams to:

• Convert recent customer interactions into a structured help centre.
• Generate draft articles automatically.
• Identify common questions and support trends.
• Zendesk Knowledge Builder is great for teams setting up a help centre for the first time or wanting a quick start without writing content by hand.
  
  

Key Benefits of Zendesk Knowledge Builder

Limitations of Zendesk Knowledge Builder

While Zendesk Knowledge Builder is helpful, its simple design brings some limits for many organisations:

Zendesk Knowledge Builder works best for creating a single help centre. It isn’t made for extensive, multi-source documentation or complex setups.

Use Cases for Zendesk Knowledge Builder

Ideal for:

✔ Launching a help centre for a new company

✔ Teams with simple or centralised support processes

✔ Brands mostly or entirely using Zendesk

✔ Rapid content creation or prototyping

Less suitable for:

✘ Large-scale knowledge unification

✘ Multi-source documentation

✘ Multi-brand or multi-product organisations

Where Emerging Tools Like Faqify.ai Come

Zendesk Knowledge Builder only considers Zendesk tickets from the past 30 days. Faqify.ai, a new platform, adds value by meeting wider knowledge needs, such as:

• Extracting knowledge from multiple sources, not just Zendesk
• Using historical data beyond 30 days (2 years of history)
• Supporting multi-brand and multi-platform setups
• Continuously updating content
• Building help centres from a combined dataset rather than a single channel

For organisations with complex systems or knowledge spread across platforms, Faqify.ai is a helpful solution. It integrates with Zendesk to bring data from many sources together, making knowledge management easier to scale.

Final Thoughts: Zendesk’s New Chapter in Knowledge

Zendesk Knowledge Builder helps teams quickly set up a help centre, speeding up content creation and enabling launch in just a few hours.

For multi-brand setups, complex systems, or organisations with many data sources, Zendesk’s AI might be too limited. Tools like Faqify.ai can help by consolidating information and building a help centre that scales with your needs.