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Zendesk

AI-first customer service platform with ticketing, live chat, voice and AI agents that resolve customer enquiries across channels.

Visit zendesk.com (opens in a new tab)Compare alternatives
  • Analytics
  • Marketing
  • Paid
  • Free trial

Listing data refreshed Built from public product pages and documentation. SourcesClaim this listing

ecommerceguide summary

Zendesk is a customer service platform covering ticketing, messaging and live chat, voice, knowledge base and reporting in one place. AI agents resolve enquiries across channels, Copilot assists human agents, and quality assurance scoring and workforce management sit alongside. A marketplace lists 1,800+ apps, partners and integrations, and there is a Retail solution for service teams. Support Team starts at US$19 per agent per month billed yearly, with a 14-day free trial.

Why it stands out

Zendesk's marketplace lists 1,800+ apps, partners and integrations, and eligible startups can get up to two years free.

What Zendesk does

ecommerceguide editorial
  • Ticketing, messaging, live chat, voice and knowledge base in one platform
  • AI agents resolve enquiries autonomously across channels
  • Copilot, intelligent triage and AI writing tools assist agents
  • QA scoring and workforce management for service teams
  • Marketplace of 1,800+ apps, partners and integrations
  • Suite Team US$55, Suite Professional US$115 per agent monthly
  • 14-day free trial, no credit card required

How ecommerce teams could use it

ecommerceguide editorial

Illustrative scenarios written by ecommerceguide from the product's documented capabilities. They are not customer case studies.

  1. Retail brand running email and chat support in one team

    Order status and returns questions arrive through the website chat widget and email

    Intended outcomeAI agents answer from published knowledge base content and pass complex cases to human agents in the same ticket queue

  2. Support team handling phone alongside digital channels

    Calls and messages need consistent handling and staffing across shifts

    Intended outcomeVoice AI handles routine authentication and resolutions, while workforce management forecasts demand and builds agent schedules

  3. CX operations team reviewing service quality

    Managers want to check how both AI and human replies are performing

    Intended outcomeQuality assurance scoring reviews AI and human interactions, and reporting and analytics summarise resolution outcomes

Who it suits

ecommerceguide editorial

Best for

You want ticketing, chat, voice and AI agents from one vendor and can pay per agent from US$19 a month billed yearly.

Probably not for

You need a free plan or a listed ecommerce platform integration out of the box, which Tidio documents for Shopify, WooCommerce and Wix.

Business size
Any stageZendesk states it is built for businesses of all sizes, with per-agent plans from US$19 up to Enterprise sold through sales.

Zendesk pricing

From the vendor

As published by the vendor. Checked . Confirm current prices on the vendor's site.

Model
Paid
Starting price
$19
Try before buying
14-day free trial
PlanMonthlyWhat is included
Support Team$25Get up and running fast with streamlined email supportbilled annually
Suite Team$69Automate service with AI and support across all channelsbilled annually
Suite Professional$149Optimize operations with AI, data, and customizationsbilled annually
Suite Enterprise$219Adapt service safely with AI change management toolsTalk to Sales
Suite + Copilot Professional$155Get unlimited Copilot access with your Suite Professional planbilled annually
Suite + Copilot Enterprise$209Scale up with unlimited Copilot access for your Suite Enterprise planTalk to Sales

Billed annually for discounted rates.

Often used alongside

ecommerceguide editorial

What the vendor and reviewers say

From the vendor

Customers named by Zendesk

  • Best Egg
  • BritBox
  • Docebo
  • SeatGeek
  • Babbel
  • IRC-CEO
  • Dunlop Sports
  • TeamSystem
  • Fortnum & Mason
  • StanleyBlackDecker
  • FourSeasons
  • Tesco

Named on the vendor's own site (source (opens in a new tab)). Not confirmed with the customers.

Security and compliance claims

  • SOC 2
  • ISO 27001
  • GDPR
  • HIPAA
  • PCI DSS
  • CCPA
  • SSO
  • ISO 27018:2019
  • ISO 27701:2019
  • ISO 27017:2015
  • ISO 42001
  • FedRAMP LI-SaaS
  • Cyber Essentials Plus
  • CSA STAR AI Levels 1 & 2

As stated by the vendor (source (opens in a new tab)). Ask the vendor for certificates before relying on them.

Categories and use cases

Alternatives to Zendesk

Listings that share this one's category, platforms or use cases. Ordered by how many relationships they share, not by quality or payment.

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Sources

ecommerceguide profiles are built from public product information and written for ecommerce teams. We do not test products, and paying never changes where a listing ranks.

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