Zendesk
Complete customer service platform with AI-powered ticketing and omnichannel support
Founded
2007
Starting Price
$19
Category
Customer Support
Last updated February 10, 2026
About Zendesk
Zendesk is a leading customer service and engagement platform trusted by over 173,000 businesses worldwide, including Uber, Shopify, Airbnb, and Slack. It provides a unified workspace where support teams can manage customer interactions across email, chat, phone, social media, and messaging apps from a single dashboard. Every customer inquiry becomes a trackable ticket with a unique ID, ensuring nothing falls through the cracks regardless of volume. At the core of Zendesk is its AI-powered suite that goes well beyond basic ticketing. The platform includes AI agents capable of automatically resolving common inquiries, an AI copilot that provides real-time suggestions to human agents during conversations, and intelligent triage that routes tickets based on intent, language, and sentiment. These AI capabilities are designed to reduce resolution times and free up agents to focus on complex issues that require a human touch. Zendesk offers a comprehensive self-service knowledge base that empowers customers to find answers on their own, reducing ticket volume. The platform includes robust analytics and reporting dashboards that track key metrics like first response time, customer satisfaction scores (CSAT), agent productivity, and SLA compliance. Workflow automation through triggers, macros, and business rules helps teams standardize processes and eliminate repetitive manual work. Originally founded in Copenhagen in 2007, Zendesk has grown into an enterprise-grade platform now headquartered in San Francisco. After being taken private in a $10.2 billion acquisition by Hellman & Friedman and Permira in 2022, Zendesk has accelerated its AI investment and continues to serve organizations ranging from startups to Fortune 500 companies across industries including technology, e-commerce, finance, healthcare, and education.
Pros & Cons
Pros
- Industry-leading ticketing system that reliably handles high volumes without losing conversations
- Powerful omnichannel support unifying email, chat, phone, social, and messaging in one workspace
- Highly customizable workflows, triggers, and automation rules that adapt to any team's processes
- Strong AI capabilities with auto-resolving bots and real-time agent copilot suggestions
- Scales effectively from small teams to enterprise with role-based access and department spaces
Key Features
Omnichannel Ticketing
Centralizes customer queries from email, chat, phone, social media, and messaging apps into a single unified dashboard with unique ticket IDs for easy tracking and prioritization.
AI Agents & Copilot
AI-powered bots that auto-resolve common inquiries and an AI copilot that provides real-time, context-aware suggestions to human agents during live conversations.
Unified Agent Workspace
A single interface consolidating customer history, communication channels, and contextual tools so agents can handle tickets efficiently without switching between apps.
Self-Service Knowledge Base
Build a branded help center where customers find answers independently, reducing ticket volume and support costs while improving customer satisfaction.
Workflow Automation
Triggers, macros, and business rules that automatically assign tickets, send reminders, escalate issues, and standardize responses to common inquiries.
Analytics & Reporting
Customizable dashboards tracking response times, CSAT scores, agent productivity, SLA compliance, and ticket trends for data-driven decision-making.
Pricing
Support Team
$19/agent/month
- Email, X, and Facebook ticketing
- Business rules and routing
- AI agents (essential)
- Basic reporting and analytics
- Prebuilt dashboards
Best For
Enterprise Customer Support Operations
Manage high-volume, multi-channel support across global teams with skills-based routing, SLA management, department spaces, and advanced analytics to maintain quality at scale.
E-Commerce Customer Service
Handle order inquiries, shipping issues, and returns across email, chat, and social media with automated workflows, self-service knowledge base, and Shopify integration.
SaaS & Technology Help Desk
Provide tiered technical support with ticket prioritization, knowledge base for self-service, Jira integration for bug tracking, and AI agents to deflect routine questions.
Multi-Brand Support Center
Operate support for multiple brands from a single Zendesk instance using department spaces, custom branding per brand, and separate knowledge bases while sharing agent resources.
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