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Zendesk

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Customer service platform with ticketing, messaging and AI-powered support tools

Contact Center Software HR Service Delivery Software Live Chat Software Social CRM Software
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  • Deployment Cloud Based
  • Starting price $19
  • Free trial Available
  • Best for Startups, SMEs, Agencies

What is Zendesk?

Zendesk is a customer service platform providing ticketing, messaging, live chat, and AI-powered support tools used by businesses of many sizes. Its Support Team plan focuses on email ticketing, while the Suite Team, Suite Professional, and Suite Enterprise plans add omnichannel routing, a knowledge base, app building, and increasingly advanced AI agents and automation as pricing rises per agent per month.

Add-ons like Copilot, workforce engagement tools, and a contact center module are billed separately from the core seat price. Zendesk offers a 14-day free trial with access to Suite Professional features and no credit card required. The company serves startups through large enterprises with a large marketplace of integrations and apps.

Key Features of Zendesk

Zendesk lists 9 documented features, including Omnichannel ticketing (email, chat, phone, social), AI agents for automated resolution and Agent Copilot with AI-assisted replies. The list below covers what the product does rather than how it is marketed.

  • Omnichannel ticketing (email, chat, phone, social)
  • AI agents for automated resolution
  • Agent Copilot with AI-assisted replies
  • Knowledge base and help center
  • Workflow automation and macros
  • Analytics dashboards and reporting
  • Skills-based routing and IVR
  • App Builder for custom apps
  • Sandbox environment (Enterprise)

Zendesk Pricing

Zendesk lists 3 plans, from $19 to $115.

Support Team

$19

per agent/month

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Paid yearly. Email and ticketing for teams that have outgrown a shared inbox. The page quotes yearly rates only.

Suite Team

$55

per agent/month

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Paid yearly. Unifies support channels and adds AI agents and AI knowledge features.

Suite (advanced tier)

$115

per agent/month

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Paid yearly. Suite Team features plus admin copilot and app builder for teams optimising support operations. The acquired page text does not preserve this tier’s name.

Zendesk Specifications

Zendesk is available on web app and has iOS and Android apps. It offers an API and has a free trial.

Deployment
  • Cloud Based
Billing cycle
Yearly
Desktop
  • Web App
Mobile
  • iOS
  • Android
Languages
  • English
Built for
  • Startups
  • SMEs
  • Agencies
  • Enterprises
Support
  • Email
  • Phone
  • Live Support
  • Tickets
  • Training
Integrations
Salesforce, Slack, Shopify, Jira, HubSpot, Microsoft Teams, Google Workspace
Public API
Yes
Free trial
Yes
Free plan
No
Runs in browser
Yes
Customisable
Yes
Website
zendesk.com

Zendesk Videos

Zendesk Screenshots

Zendesk screenshot 1

Zendesk Comparisons

Side by side comparisons of Zendesk against 3 other Social CRM Software options listed here.

Zendesk
Zoho Desk
VS
Zendesk
Zoho Social
VS
Zendesk
Agorapulse
VS

Zendesk Reviews

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Zendesk FAQs

No, Zendesk does not offer a free-forever plan, but it does offer a 14-day free trial with no credit card required.

Support Team starts at $19 per agent per month billed annually, for email-only ticketing without the full Suite.

Basic AI features are included in Suite plans, but add-ons like Copilot are billed separately at roughly $50 per agent per month.

Yes, monthly billing is available but costs more than annual billing, for example Suite Team is $69/agent/month billed monthly versus $55 billed annually.

Suite Enterprise adds advanced security, a sandbox environment, customized agent roles and more advanced generative AI, and is priced through a custom quote.