Zendesk
Zendesk, Inc.
"The customer is always human"
Zendesk is a cloud-based customer service platform that empowers organizations to deliver exceptional support across multiple channels. It combines AI-powered automation with human expertise to help businesses resolve customer issues faster, improve agent productivity, and build lasting customer relationships through integrated ticketing, messaging, live chat, and knowledge management tools.
Overview
Pricing Plans
Pricing Model: Per-agent per-month subscription model with annual or monthly billing options
What's Included
- Email, X, and Facebook ticketing
- Custom business rules
- Basic reporting
- Pre-built integrations access
What's Included
- All Team features
- Multilingual support
- CSAT surveys
- Service Level Agreements (SLAs)
- Business hours configuration
What's Included
- All Professional features
- Skills-based routing
- Custom agent roles
- Contextual workspaces
- Sandbox environment for testing
What's Included
- Ticketing, messaging, chat, voice, social channels
- One help center included
- Basic AI agents
- Generative replies
- Workflow automation
What's Included
- All Team features
- Self-service customer portal
- Multiple ticket forms
- Multilingual support
- SLA agreements
What's Included
- All Growth features
- Integrated community forums
- HIPAA compliance support
- Skills-based routing
- Advanced analytics and reporting
What's Included
- All Professional features
- Custom agent roles
- Sandbox environment
- Advanced AI with content cues
- Dynamic workspaces
- Advanced data protection
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Key Features
Intelligent ticket management with automated routing, prioritization, and resolution tracking across email, chat, social media, and voice channels, powered by machine learning to handle routine requests and suggest solutions.
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Unified communication platform enabling customers to reach support through email, live chat, messaging, social media (Facebook, X), voice, and mobile apps, with all conversations consolidated into a single ticket system.
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Advanced AI assistants that provide real-time guidance to human agents and autonomous AI agents that handle routine customer inquiries, reducing response times by up to 32% and handling 50%+ of email interactions automatically.
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AI-powered help center with generative search, automated knowledge base generation from past tickets, and self-service portal that reduces ticket volume by enabling customers to find answers independently.
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Real-time dashboards and customizable reports tracking agent performance, customer satisfaction (CSAT), ticket resolution times, SLA compliance, and operational metrics for data-driven decision making.
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No-code automation engine (Action Builder) enabling custom workflows with triggers and actions, reducing manual tasks and automating responses, ticket routing, and integrations with third-party systems.
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Tools for agent scheduling, performance tracking, quality assurance with custom QA criteria, real-time monitoring of service operations, and back office time tracking for optimized team management.
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What Makes It Stand Out
- 1
AI-First Resolution Platform: Purpose-built for AI-powered automation with advanced AI Agents that handle complex issues autonomously, backed by 5 billion annual resolutions - the largest operational base for AI training in service.
- 2
Omnichannel Excellence: Unified ticketing across email, chat, messaging, voice, and social media in a single intuitive interface, enabling seamless customer experiences regardless of communication channel.
- 3
Enterprise-Grade Scalability: Proven ability to scale from startups to Global 500 enterprises with mid-market pricing, supporting millions of interactions daily while maintaining performance and reliability.
- 4
Developer-Friendly Ecosystem: Comprehensive API, 1500+ pre-built integrations, and powerful no-code tools (Action Builder, App Builder) enabling rapid customization without engineering overhead.
- 5
Human-Centric AI Philosophy: Designed to augment rather than replace human agents, with Copilots providing real-time guidance and intelligent suggestions that enhance agent productivity and decision-making.
API Access Available
San Francisco, California, USA
5,001-10,000
30+ countries including North America, Europe, LATAM, Asia-Pacific
- Leader in 2025 Gartner Magic Quadrant for CRM Customer Engagement Center (October 2025)
- SOC 2 Type II Certified
- ISO 27001:2013 Certified
- ISO 27018:2014 Certified
- ISO 27701:2019 Certified