About Zendesk
Zendesk is the dominant ticketing-first omnichannel customer service platform, used by 100,000+ companies including 20,000 with the new Resolution Platform AI agents. Suite combines email, messaging, voice, and social channels in one agent workspace, with skills-based routing, SLA management, and a 1,000+ marketplace of integrations. Suite + Copilot Professional from $155/agent/month (annual), Enterprise from $209/agent/month. Add-ons: Copilot $50/agent/month, Workforce Management $25, Quality Assurance $35, Contact Center $50, Advanced Data Privacy $50. AI agents priced separately at the Enterprise tier.
What users say
What users love
- Most mature ticketing engine in the category. Round-robin, skills-based, and SLA-driven routing all ship native, with macros and automations covering edge cases out of the box
- Marketplace of 1,000+ integrations and partner apps is the broadest in the customer service category
- Help Center publishing tools include versioning, multilingual support, and structured taxonomy that scales to enterprise knowledge bases
- Omnichannel workspace combines email, messaging, voice, and social in one ticket view, useful for teams running 2+ channels
Common complaints
- 2024 Suite tier pricing increases pushed many SMBs to alternatives (per public reviews)
- AI agents on Suite Enterprise are billed separately and resolution costs scale unpredictably at high conversation volume (per public reviews)
- Steep learning curve for chat-first SMB teams who do not need full ticketing depth (per public reviews)
- Help Center search frustration on overlapping topics is a recurring complaint (per public reviews)
Zendesk pricing
Starting from From $155/agent/month. Paid plans only.
Feature comparison
| Feature | Zendesk | Dashly | Intercom |
|---|---|---|---|
| AI lead qualification | — | ✓ | — |
| Meeting booking | — | ✓ | — |
| Post-booking nurturing | — | ✓ | ✓ |
| Multi-channel outreach | ✓ | ✓ | ✓ |
| Native Salesforce | ✓ | — | — |
| AI conversation engine | ✓ | ✓ | ✓ |
| Lead routing | — | ✓ | — |
| Live chat widget | ✓ | ✓ | ✓ |
| Help center / KB | ✓ | ✓ | ✓ |
| ABM / account targeting | — | — | — |
| Email outreach | — | — | ✓ |
| Visitor identification | — | ✓ | — |
| Analytics & reporting | ✓ | ✓ | ✓ |
| API access | ✓ | ✓ | ✓ |
| WhatsApp / Telegram | ✓ | ✓ | ✓ |
| Free trial | ✓ | ✓ | ✓ |
Zendesk integrations
Zendesk reviews
Verified reviews for Zendesk are being collected from G2 and Capterra. Check back soon.
Zendesk is the dominant ticketing-first omnichannel customer service platform, used by 100,000+ companies including 20,000 with the new Resolution Platform AI agents. Suite combines email, messaging, voice, and social channels in one agent workspace, with skills-based routing, SLA management, and a 1,000+ marketplace of integrations. Suite + Copilot Professional from $155/agent/month (annual), Enterprise from $209/agent/month. Add-ons: Copilot $50/agent/month, Workforce Management $25, Quality Assurance $35, Contact Center $50, Advanced Data Privacy $50. AI agents priced separately at the Enterprise tier.
Zendesk starts from $155/agent/month. A free trial is available.
Pros: Most mature ticketing engine in the category. Round-robin, skills-based, and SLA-driven routing all ship native, with macros and automations covering edge cases out of the box. Marketplace of 1,000+ integrations and partner apps is the broadest in the customer service category. Help Center publishing tools include versioning, multilingual support, and structured taxonomy that scales to enterprise knowledge bases. Omnichannel workspace combines email, messaging, voice, and social in one ticket view, useful for teams running 2+ channels. Cons: 2024 Suite tier pricing increases pushed many SMBs to alternatives (per public reviews). AI agents on Suite Enterprise are billed separately and resolution costs scale unpredictably at high conversation volume (per public reviews). Steep learning curve for chat-first SMB teams who do not need full ticketing depth (per public reviews). Help Center search frustration on overlapping topics is a recurring complaint (per public reviews).
Zendesk integrates with Salesforce, Slack, Jira, HubSpot, Shopify, Microsoft Teams, WhatsApp, Mailchimp.
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