Zendesk is a customer service platform for support teams of all sizes. It covers ticketing, messaging and live chat, voice, a help center, AI agents and analytics, sold as two plan families priced per agent per month.
Zendesk routes, prioritizes and assigns tickets based on business rules you customize. Macros apply responses and actions for common scenarios in one click, and triggers can change a ticket’s status, notify people and set up follow-up tasks. Time-based automations push unresolved issues up the chain and keep customers informed with proactive updates. Zendesk says its AI copilot can review incoming inquiries as they arrive, suggest replies, pull up relevant articles and propose next steps.
Zendesk says its help desk software lets teams deliver customer and employee support from anywhere. Its site has sections for enterprises, small and medium businesses, startups and specific industries. Zendesk can be tailored to your business through customizable data, fields and reports. Zendesk also connects with your backend systems, and its built-in datasets and integrations give agents visibility into details such as order history, loyalty status and web activity.
The Zendesk Marketplace offers apps, connectors and themes, including apps that display Shopify customer and order details, connect Microsoft Teams and show Klaviyo profile information. Developers get APIs, webhooks, SDKs, an AI-powered App Builder and an app framework for building custom applications. For help, Zendesk’s AI agent Zea greets you in the support widget, and you can ask for a person over messaging or by requesting a callback at any time. A US toll-free phone line is staffed on weekdays during business hours.
Support Team covers ticketing, routing, prebuilt analytics, pre-written responses and automations. Suite plans add AI agents, a knowledge base, messaging and live chat, omnichannel routing and telephony, and Suite Professional adds skills-based routing, an IVR phone tree, multiple help centers and more admin and AI tools. Suite Enterprise is sold through sales.
Add-ons such as Copilot, the Workforce Engagement Bundle and Contact Center are priced per agent on top of the plan, and annual billing costs less than monthly. Current prices are in the pricing box above.