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Knowledge Base / FAQ — Multi-locale Articles, Attachments & AI Search | Velaxe

Knowledge Base / FAQ

Knowledge Base / FAQ vs Zendesk Guide

Zendesk Guide is a solid help center for Zendesk Suite. Velaxe KB/FAQ focuses on ultra-fast authoring, hybrid retrieval (keyword + semantic vectors), and first-class localization with drift re-embedding—while integrating with inboxes like Zendesk via lightweight sidebars.

View App All Comparisons See Velaxe KB/FAQ + Zendesk demo

Who this comparison is for

Support leaders who want better deflection without moving off Zendesk Docs teams needing fast authoring and taxonomy control Global orgs requiring multi-locale routing and analytics

Knowledge Base / FAQ highlights

  • Hybrid search: FTS + semantic vectors with re-ranking
  • Nightly drift job to re-embed content as models improve
  • Authoring UX: autosave, lock-until-first-insert, attachments

Zendesk Guide highlights

  • Native Zendesk ticketing & agent workspace fit
  • Marketplace apps and macros ecosystem

Capability matrix

9 rows
Capability Knowledge Base / FAQ Zendesk Guide Notes
Hybrid search (FTS + vectors) Full Partial Velaxe includes semantic K-NN; Guide emphasizes keyword
Answer synthesis with citations Full Partial Optional, grounded on top-k
Localization & locale routing Full Full Per-article locale + filtered search
Authoring speed (autosave, templates) Full Full Comparable; Velaxe adds lock-until-first-insert
Slack capture → draft Native Add-on One-click from message
Zendesk agent sidebar suggestions Native Native Velaxe sidebar respects RBAC + locale
Relevance ops & drift re-embedding Full Partial Scheduled re-embed job
Bulk import/export (CSV/JSON) Full Full Validation on import
RBAC & audit telemetry Full Full Least privilege + search analytics
  • Comparison targets knowledge features; ticketing/telephony are out of scope.
  • Matrix tokens: full/partial/none/native/addon/via_zapier/manual.

Total cost of ownership

Keep Zendesk for tickets; adopt Velaxe KB/FAQ for higher deflection and search quality. Minimal switching cost, measurable reduction in handle time and repeat tickets.

Assumptions

  • 50–300 new tickets/day; 500+ KB articles
  • 2–4 writers; monthly quality ops review

Migration plan

From Zendesk Guide · Export → Map labels→tags → Import drafts → Publish by locale

  1. 1

    Export Guide articles; transform labels to tags

  2. 2

    Bulk import drafts; attach assets; validate

  3. 3

    Publish per-locale; enable sidebar in Zendesk

Security

  • No customer PII stored in KB content by default
  • AES-256 at rest; TLS 1.2+ in transit; RBAC

Evidence & sources

Claim Value Source
Hybrid search & drift job FTS + vectors + nightly re-embed product_docs
Keeps retrieval fresh

About Knowledge Base / FAQ

Knowledge Base / FAQ is an enterprise-grade knowledge system for teams to author rich articles, attach images/videos/files, tag them for easy discovery, and localize content by locale. Users get instant answers via hybrid search: classic full-text (FTS) plus semantic vector retrieval with embeddings.

Editors benefit from autosave, clean Markdown/HTML authoring, tag chips, and attachment management. Ops can choose the embedding model and enable a nightly drift job that re-embeds older content as models improve—keeping search results fresh and accurate.

The app is workspace-native, so your data lives with your workspace, behind Velaxe RBAC and audit logs.

See Velaxe KB/FAQ + Zendesk demo