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    Zendesk Suite

     Info
    Sold by: Zendesk 
    Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
    Listing Thumbnail

    Zendesk Suite

     Info
    Sold by: Zendesk 

    Overview

    As champions of customer service, Zendesk provides the complete customer service solution that's easy to use and scales with your business.

    Trusted by over 160,000 businesses, Zendesk enables personalized and effortless conversational experiences across any channel and device. Setting your teams up for success with a powerful workspace that centralizes all conversations and empowers agents with the out-of-the-box tools they need to solve the issue at hand.

    Powered by AWS, our open and flexible platform integrates with the rest of your tech stack, giving you a complete view of your customer with built-in analytics and automations. We have over 1,200+ pre-built integrations in our Marketplace, as well as the tools to create and configure custom experiences. Zendesk connects natively to AWS - simplifying the process of building with Zendesk. Learn more http://zendesk.com/aws .

    Core capabilities:

    • Support across web, social, and mobile channels
    • AI-powered bots
    • Knowledge management
    • Unified agent workspace
    • Routing and intelligence
    • Pre-built and custom integrations
    • Real-time reporting and analytics

    Please DO NOT purchase via this public offer as we only support private offers through AWS Marketplace. For custom pricing, EULA, or a private contract, please contact [email protected] , for a private offer.

    Highlights

    • Conversational experiences: Meet your customers where they are, providing support over messaging, live chat, social, email, or voice.
    • Unified agent workspace: Manage and respond to customers from one unified workspace, with complete customer context-including 1,200+ pre-built integrations.
    • Automations, Bots and intelligence: Built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity

    Details

    Sold by

    Delivery method

    Features and programs

    Financing for AWS Marketplace purchases

    AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
    Financing for AWS Marketplace purchases

    Pricing

    Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, access to your entitlements will expire.

    1-month contract (4)

     Info
    Dimension
    Description
    Cost/month
    Suite Enterprise
    Deliver personalized customer experiences at scale
    $169.00
    Suite Team
    Get the CX fundamentals right
    $55.00
    Suite Growth
    Cost-effectively meet rising support volumes
    $89.00
    Suite Professional
    Improve collaboration and streamline operations
    $115.00

    Additional usage costs (1)

     Info

    The following dimensions are not included in the contract terms, which will be charged based on your usage.

    Dimension
    Cost/unit
    Additional usage fees as agreed upon in MSA
    $0.01

    Vendor refund policy

    All fees are non-cancellable and non-refundable except as required by law.

    Custom pricing options

    Request a private offer to receive a custom quote.

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    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

     Info

    Delivery details

    Software as a Service (SaaS)

    SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

    Resources

    Vendor resources

    Support

    Vendor support

    Our people are your people - Our team offers an effective combination of broad customer service expertise and deep product knowledge to help you deliver a differentiated customer experience. From a strategic implementation to always-on service, we make sure you get the best value out of Zendesk.

    AWS infrastructure support

    AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.

    Product comparison

     Info
    Updated weekly
    By Zendesk
    By Talkdesk
    By Freshworks Inc.

    Accolades

     Info
    Top
    10
    In Contact Center, CRM, IT Business Management
    Top
    25
    In Contact Center
    Top
    10
    In CRM, Contact Center

    Customer reviews

     Info
    AI generated sentiment from actual customer reviews on AWS and G2
    Positive reviews
    Mixed reviews
    Negative reviews

    Overview

     Info
    AI generated from product descriptions
    Conversational Channels
    Provide support over messaging, live chat, social, email, or voice channels to meet customers where they are.
    Unified Agent Workspace
    Manage and respond to customers from one unified workspace, with complete customer context including 1,200+ pre-built integrations.
    Automation and Intelligence
    Utilize built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity.
    Platform Integration
    Integrate with the rest of your tech stack, providing a complete view of your customer with built-in analytics and automations.
    Powered by AWS
    Leverage the power and scalability of the AWS platform to deliver reliable and secure customer service solutions.
    Omnichannel Engagement
    Provides applications for omnichannel engagement to deliver a better way to achieve great customer experiences
    AI-Powered Solutions
    Includes AI-Powered Virtual Agents, Agent Assist, and AI Trainer to enhance self-service, agent assistance, and call analytics
    Unified Platform
    Provides a single unified platform to access and view customer engagement, workforce engagement, employee collaboration, AI & knowledge, and analytics and insights
    Vertical-Specific Solutions
    Developed purpose-built industry solutions to provide industry-specific workflows, core system integrations, and intelligence built to understand industry language
    Global Footprint
    Serves customers in over 100 countries across 20 different industries and ranks #8 on the 2023 Forbes Cloud 100
    Intelligent Routing
    Analyzes incoming customer issues and instantly assigns them to the right agents based on skill and load, ensuring efficient team bandwidth management
    AI-powered Automations
    Streamlines workflows by automating redundant work and actions performed on tickets, ensuring no tickets slip through the cracks
    Generative AI Assistance
    Offers agents guided assistance, productivity boosts, and streamlined collaboration to deliver faster and more personalized support
    Proactive AI-driven Insights
    Surfaces potential issues and optimizes support operations with proactive AI-driven insights, enabling data-backed decisions to reduce TCO
    Scalable Knowledge Base
    Automates self-service with a scalable knowledge base and custom widgets to help customers find answers faster, deflecting FAQs and optimizing agent workload

    Security credentials

     Info
    Validated by AWS Marketplace
    FedRAMP
    GDPR
    HIPAA
    ISO/IEC 27001
    PCI DSS
    SOC 2 Type 2
    No security profile
    No security profile
    -
    -
    -
    -

    Contract

     Info
    Standard contract
    No
    No
    No

    Customer reviews

    Ratings and reviews

     Info
    0 ratings
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    0 AWS reviews
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    5974 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Computer Software

    Neither legacy software, nor progressive workflow automation. Stuck in the middle.

    Reviewed on Feb 13, 2025
    Review provided by G2
    What do you like best about the product?
    In the beginning, it felt easy to use and the triaging and categorisation system was helpful.
    What do you dislike about the product?
    Zendesk is clearly at a point in its journey where its aiming for maximum money extraction, minimum delivery. We had some issues and their service has been unresponsive, uncollaborative and rude. Its telling when any subscription makes it impossible to get help or cancel.

    The product is also ageing and not fit for B2B use. Originally designed around B2C, a lot of our workflows are clunky and constrained by their system architecture, so it all feels quite manual.

    I'd stay away and use Pylon or similar if you're building B2B support teams.
    What problems is the product solving and how is that benefiting you?
    Centralising all of our customer communications and automating the tracking and analytics on our service levels.
    Carletta C.

    Our sales and customer relationships have been strengthened by Zendesk

    Reviewed on Feb 12, 2025
    Review provided by G2
    What do you like best about the product?
    The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable. As a result, we have been able to devote more time and energy to the conclusion of agreements. We can bring all customer interactions together in one place, they are saved and structured, so no one on the team has to go through multiple systems to find a customer’s history, whether it be via email, chat or a web form.
    What do you dislike about the product?
    It took a long time to set things up from the beginning, but the system is powerful and needs some changes before it can be turned on and used to its full potential. It took more time than anticipated to tailor the workflows and reporting matching our company model.
    What problems is the product solving and how is that benefiting you?
    The way we handle sales and customers has improved a lot. Zendesk allowed us to create a Kanban board, which we used to delegate work, set due dates and monitor development. There was a huge change when all the information could be seen in one place. When a customer contacts us, we immediately create a ticket and record the entire chat so that anyone on our team can access it. We can quickly and easily assess the full case history to ensure that new responses are accurate and consistent with previous exchanges. We were also able to make real-time adjustments to our plan thanks to the custom reports I built to track sales team performance.
    Chelsea H.

    Love how easy it is!!

    Reviewed on Feb 12, 2025
    Review provided by G2
    What do you like best about the product?
    easy to use and quick. It is also super easy to train the team.
    What do you dislike about the product?
    limited on selections and types of support/
    What problems is the product solving and how is that benefiting you?
    supporting with IT barriers or technology barriers.
    Todd S.

    Lack of employee accountability creates botched renewal and customer downtime

    Reviewed on Feb 10, 2025
    Review provided by G2
    What do you like best about the product?
    Technology is decent, including bot add ins.
    What do you dislike about the product?
    There is a fundamental working challenge with this company which stems from their decision to move away from people-based accountability for supporting customer accounts. Like some other companies, ZenDesk moved solely to a ticketing based system where internal gig-style employees can pick up a ticket and help move things forward. Conceptually I can see where this could result in a 24 hour engine of support to ensure forward progress. However, the end result to the customer is that the lack of any individual accountability results in no one else having any empathy for the customer and seeing customer challenges from initial ticket through to completion. Team members are tagging other internal team members on the customer facing ticket to help each other understand what needs to be done to sign a contract. Our experience on our renewal has been one of the most embarrassing demonstrations of customer success for a company that is supposed to help you with customer success.

    Because of the challenges in getting a consistent person to know what is going on and see what needs to be done to keep our account active, the account has "lapsed" twice, shutting down our customer ticketing and learning center requiring us to notify our end users on two different occasions. During each outage, the tickets are not met with any urgency or display of any empathy for this customer, despite the ball being in their court for most of our issues.

    As the CEO of a health tech company, I hope that this experience is one that can help influence other decision makers when considering ZenDesk. I would strong recommend that you consider a different solution, one that prioritizes customers with a full team of responsibility and accountability with people owning the process for customer success and renewals.
    What problems is the product solving and how is that benefiting you?
    End user support tickets, training and education resource hosting.
    Information Technology and Services

    Strong Features, Weak Customer Service / Success management

    Reviewed on Feb 10, 2025
    Review provided by G2
    What do you like best about the product?
    They stand out for its easy integrations, automatios and robust data analytics, making it a flexible tool for customer support teams. Its customuzation options , security and GDPR compliance are also strong points.
    What do you dislike about the product?
    Their customer support and account success management are subpar, which can be frustrating when issues arise.
    What problems is the product solving and how is that benefiting you?
    Helps streamline customer support operations by centralizing tickets, automating workflows, and providing valuable data insights. It's integrations and automation features reduce manual work, improving efficienct and response times.
    View all reviews