Zendesk

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

> Zendesk is built for

• platform-agnostic

> what it does for ecommerce

• -AI agent for ticket deflection on published macros
• -Agent copilot drafts responses and summarises threads
• -Skills-based routing and SLA management
• -Marketplace of 1,500+ integrations
• -Built for 100+ agent contact centres

> how you'd use it

• Global DTC apparel brand, $200M+ GMV, 150-agent support org across three time zones
  Consolidating Gorgias and a legacy ticketing tool onto one platform; routing tickets by language, skill, and VIP tier with SLA enforcement, and layering Zendesk AI on top of 400+ existing macros for Tier-1 deflection
  → 30–45% deflection on order-status and returns tickets, agent handle time down ~20% via copilot-drafted replies, unified reporting across regions
• Marketplace operator, $500M+ GMV, 250 agents plus outsourced BPO
  Running Zendesk as the system of record with Salesforce CRM, Shopify Plus, and a WMS integrated via the marketplace; intent detection routes seller-side vs buyer-side tickets with distinct SLAs
  → Single queue for internal and BPO agents, AI summaries cut handoff time between shifts, SLA attainment reported at the skill-group level
• Mid-market beauty brand, $30M GMV, 18-agent CX team
  Upgrading from Zendesk Support Suite Professional to Advanced AI to replace a standalone deflection bot; publishing help-centre articles as the AI agent's knowledge base
  → Chat deflection rises from ~12% to ~35%, help-centre content ownership shifts from engineering to CX ops

> Zendesk use cases

• ★AI customer service
• AI returns & refunds

• Support Team$25/mo

  Get up and running fast with streamlined email support

  • -Email and ticketing support
  • -Facebook and X support
  • -Conversation history and customer context
  • -Pre-written responses
  • -Ticket routing
  • -Automations and triggers
  • -Prebuilt analytics dashboards
  • -Agent performance and ticket trend reports
  • -1000+ easy to setup integrations
  • -Streamlined onboarding with on-demand trainings
  • -Support from the Zendesk team

  billed annually

• Suite Team$69/mo

  Automate service with AI and support across all channels

  • -AI agents (Essential)
  • -Generative replies
  • -Customizable AI agent persona
  • -Automated resolution reporting
  • -Knowledge Builder
  • -Knowledge connectors
  • -Generative search
  • -1 help center
  • -Messaging and live chat
  • -Social messaging on Instagram, WhatsApp, Slack, and more
  • -Telephony
  • -Call routing

  billed annually

• Suite Professional$149/mo

  Optimize operations with AI, data, and customizations

  • -AI agents (Essential)
  • -Generative replies
  • -Customizable AI agent persona
  • -Automated resolution reporting
  • -Knowledge Builder
  • -Knowledge connectors
  • -Generative search
  • -Copilot writing tools
  • -Up to 5 help centers
  • -Customizable reporting with real-time insights
  • -App Builder
  • -Layout builder
  • -CSAT surveys
  • -Skills-based routing
  • -IVR phone tree
  • -Customizable ticket forms
  • -Service level agreements
  • -Established business hours
  • -Ticket side conversations
  • -100 comment-only agents
  • -HIPAA compliance
  • -Data location options
  • -Version management

  billed annually

• Suite Enterprise$219/mo

  Adapt service safely with AI change management tools

  • -AI agents (Essential)
  • -Generative replies
  • -Customizable AI agent persona
  • -Automated resolution reporting
  • -Knowledge Builder
  • -Knowledge connectors
  • -Generative search
  • -Copilot writing tools
  • -Up to 300 help centers
  • -Customizable reporting with real-time insights
  • -App Builder
  • -Approval workflows
  • -Sandbox environment
  • -Custom agent roles
  • -Audit logs
  • -Business rules analysis
  • -Visual data alerts
  • -Dynamic, contextual workspaces
  • -Ticket queues to avoid agents cherry-picking
  • -Version management

  Talk to Sales

• Suite + Copilot Professional$155/mo

  Get unlimited Copilot access with your Suite Professional plan

  billed annually

• Suite + Copilot Enterprise$209/mo

  Scale up with unlimited Copilot access for your Suite Enterprise plan

  Talk to Sales

Billed annually for discounted rates.

• 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

• IntercomIntercom with Fin leads on conversational messaging and resolution-priced AI; Zendesk wins when ticketing depth, omnichannel SLAs, and workforce management matter more than chat UX.paid
• FreshdeskFreshdesk undercuts on price with comparable ticketing and Freddy AI; Zendesk justifies the premium through deeper integrations, reporting, and enterprise routing maturity.freemium

• Mindlake AIAI-powered customer support for e-commerce, organizing conversations and automating support tickets.freemium· 2 shared
• IntercomFin AI agent resolves support issues end-to-endpaid· 2 shared
• AgentZenaNot a Chatbot. Your Complete AI Customer Support Agent.freemium· 2 shared
• OctocomAI-powered customer support for e-commerce, automating responses and boosting sales.paid· 2 shared
• Richpanel: AI Customer SupportCut Costs, Reduce Tickets & Delight Your Customers With the AI-First Self-Service Platform.paid· 2 shared
• KustomerConversational CRM with AI-driven automationpaid· 2 shared

> Zendesk pairs well with

• SA
  Shopify AdminLets agents query and mutate Shopify order data directly from ticket context via MCP.
• Noodle SeedHandles pre-sale chat and bookings upstream, reducing inbound volume hitting Zendesk queues.
• SA
  Stripe ACPAgentic payment actions inside support flows for refunds, disputes, and subscription changes.