Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
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
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
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.
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.
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 |
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.
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.
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.
Updated weekly
Top
10
In Contact Center, CRM, IT Business Management
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25
In Contact Center
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In CRM, Contact Center
AI generated sentiment from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
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
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
No security profile
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Customer reviews
Christopher Y.
Manage ticketing
Reviewed on Nov 17, 2024
Review provided by G2
What do you like best about the product?
It includes automation capabilities (like triggers and macros) and AI-driven tools (like Answer Bot) to improve efficiency and reduce agent workload.
What do you dislike about the product?
Zendesk can become expensive, especially as you scale up or add premium features. Some small businesses or startups may find it hard to justify the cost compared to alternatives.
What problems is the product solving and how is that benefiting you?
Zendesk consolidates all channels into a single platform, allowing agents to view and respond to queries from one place. This ensures no messages slip through the cracks and improves response times.
Leave a comment0 comments
Patrick F.
Ticketing tool review
Reviewed on Nov 17, 2024
Review provided by G2
What do you like best about the product?
What I like the most about Zendesk are the macros and views that can utilize our workaround.
What do you dislike about the product?
What I dislike is there are no options to duplicate the ticket and no features for dependency tickets to make it a child ticket.
What problems is the product solving and how is that benefiting you?
As an IT ServiceDesk, Zendesk is the primary tool I use to deliver first-level support on our end users with their IT related concerns. The benefit of it to me is I can manage the SLA of every single ticket because there is an indication where you can see if the SLA is running or paused.
Archangel Gabriel S.
Ease of End User Support with Zendesk Support Suite
Reviewed on Nov 17, 2024
Review provided by G2
What do you like best about the product?
As an IT Desktop Support Engineer, It is easy to use and navigate the Zendesk Support Suite especially on how to manage tickets. It saving me valuable time using the bulk ticket update features and customizable macros for repetitive task.
What do you dislike about the product?
For me, I don't like about Zendesk Support Suite, It does not have a automatic page refresher function, it's challenging for me to monitor the incoming and open tickets on our bucket especially as an IT Desktop Support Engineer.
What problems is the product solving and how is that benefiting you?
For me as Level 2 Support, It's time-saving, with the use of customizable macros and bulk ticket updates, I can manage the ticket efficiently while ensuring the SLAs and avoiding ticket breaches.
Ma. Patricia S.
Zendesk Ticketing
Reviewed on Nov 17, 2024
Review provided by G2
What do you like best about the product?
Zendesk Support Suite is ticket tool managing customer support. Zendesk has a clean and intuitive interface that makes it easy for agents to navigate through customer tickets, collaborate with team members, and find relevant information quickly.
What do you dislike about the product?
As an It Service Desk used this tool experience delays in loading tickets or in navigating the interface when there's a high volume of incoming requests.
What problems is the product solving and how is that benefiting you?
Slow Response Times and Inefficient Ticket Routing but there have solution for this such as Zendesk's automation tools—such as triggers, macros, and smart queues
Jaeron C.
Zendesk admin user
Reviewed on Nov 17, 2024
Review provided by G2
What do you like best about the product?
what i like most about zendesk is easy to use to monitor tickets
What do you dislike about the product?
maybe if i ask about the dislike in features of zendesk is like monitoring of ticket month to date. i believe this can be enchance or add more feature over time
What problems is the product solving and how is that benefiting you?
In updating ticket in real time and can view with other team member