Zendesk

Helps service teams resolve requests faster and more consistently by connecting AI, people, knowledge and workflows across channels.

Resolve customer requests faster and deliver personalised support across channels with connected AI, agents, knowledge and workflows.

Automate employee support and deliver faster, more consistent resolutions across IT and HR.

Unifies customer interactions and AI to support faster, more contextual resolutions and give contact-centre teams oversight across every touchpoint.

Helps customers get timely, personalised support across web, mobile and social channels, while AI and routing tools help teams scale service and reduce wait times.

Unifies support requests and equips teams to manage, prioritise and resolve tickets faster across channels.

Resolves customer calls with AI, gives agents useful context and assistance, and manages voice support alongside other service channels.

Helps service teams understand performance, spot emerging issues and take informed action to improve outcomes.

Helps customers find answers, share expertise and feedback, and collaborate with your business and one another.

Extends Zendesk, connects data, customises Help Centre experiences and helps teams find expert support.

Accelerates Zendesk deployment, improves workflows and integrations, and provides expert guidance and support.

Helps sales teams improve productivity, strengthen sales processes and gain clearer pipeline visibility.

Capabilities to deliver omnichannel customer support, self-service knowledge, and AI-assisted responses to scale support operations and improve customer experience.

Products: Zendesk for customer service, Zendesk Resolution Platform, Zendesk Ticketing, Zendesk Messaging, Zendesk Community forums

Platforms that route and manage multichannel customer interactions with analytics, workforce engagement, and AI-driven automation for support and service operations.

Products: Zendesk Contact Centre, Zendesk Voice, Zendesk Resolution Platform

Cross-department service delivery and self-service workflows that extend ITSM practices to HR, facilities, finance, and other business functions for unified service experience.

Products: Zendesk for employee service

Helps service leaders analyze historical and real-time performance, investigate operational issues and identify improvements across human and AI service delivery.

Products: Zendesk Agentic Analytics, Zendesk Resolution Platform, Zendesk for customer service

Capabilities to automate lead management, pipeline progression, forecasting, and sales process automation to improve sales productivity.

Products: Zendesk Sales CRM

Zendesk Resolution Platform

The Zendesk Resolution Platform is an AI-first service platform that connects technology, data and workflows across systems and channels. It brings AI agents, human expertise, knowledge and service operations together to deliver faster, higher-quality resolutions. Its open, flexible architecture supports integrations through APIs or no-code tools, while the Resolution Learning Loop uses unified interaction data to improve automation and resolution quality over time. Zendesk AI, AI agents, Copilot, Quality Assurance, Workforce Management and Knowledge capabilities support this platform experience.

Category: Customer Service Software

• Connect Service Data And Workflows
  Bring systems, channels, data and workflows together so AI and service teams can work from a connected view and deliver resolutions across the service experience.
• Improve Resolutions With Every Outcome
  Use interaction outcomes to improve automation and resolution quality, helping each resolution strengthen the next.
• Resolve Complex Requests Autonomously
  Automate complex, multi-step service requests across channels and connected systems, while retaining visibility and control. Agents can use approved knowledge and improve through resolution outcomes.
• Guide Agents With Contextual Insights
  Give agents contextual guidance and recommended actions during interactions, and help administrators identify service gaps and optimise workflows.
• Surface Trusted Answers In Context
  Connect knowledge sources and make relevant information available to AI, agents and self-service. Use service data to draft content and identify gaps or outdated articles.
• Monitor And Improve Every Interaction
  Evaluate interactions at scale to identify quality issues, risks and coaching opportunities, support consistent service, and assess AI agent performance.
• Maintain Control Over AI Service
  Set policies, review AI behaviour and evaluate interactions while applying security, compliance and governance controls to service operations.
• Take Action Across Connected Systems
  Connect service workflows with business systems so AI agents can take actions across tools and help complete requests.
• Turn Service Data Into Action
  Use service data and performance insights to spot trends, identify improvement opportunities and make informed decisions about service operations.
• Align Staffing With Service Demand
  Use historical data to forecast staffing needs, create detailed schedules and monitor agent activity and adherence.
• Deploy Agents Without Complex Setup
  Use existing knowledge and policies to start automating requests, and extend agents into existing service environments without requiring a platform migration.
• Adapt Service To Your Business
  Connect essential systems and centralise data using APIs or no-code tools, with flexibility to design service experiences around business needs.
• Support Customers In 80+ Languages
  Offer AI-powered service in more than 80 languages.

Zendesk for customer service

Zendesk for customer service is AI-powered software that connects agents, knowledge and workflows to resolve customer requests faster and provide personalised support across channels. Its shared agent workspace brings customer context, conversation history, collaboration tools and AI assistance together. Teams can automate repetitive tasks, route requests to the right agents, manage tickets and use analytics to monitor performance and identify opportunities to improve service.

Category: Customer Service Software

• Support Customers Across Every Channel
  Meet customers through their preferred channels and maintain context across interactions for more personalised support.
• Resolve Requests Automatically Around The Clock
  Automate customer support across channels with AI agents that use approved knowledge and workflows, reducing repetitive work for human agents.
• Route Requests And Automate Repetitive Work
  Direct requests to appropriate agents and automate routine service tasks to reduce manual effort and help teams respond faster.
• Give Agents Complete Customer Context
  Bring customer history, current conversations and team collaboration into one workspace so agents can manage support work with context.
• Turn Service Data Into Action
  Use service metrics and trends to understand performance, identify issues and make informed decisions about workflows and support.
• Deliver Trusted Answers Through Self-Service
  Make approved knowledge available to customers and service teams so people can find accurate answers with less searching.
• Organise And Resolve Support Tickets
  Centralise customer requests so teams can track work, prioritise issues and manage resolutions across channels.
• Connect Service To Business Tools
  Integrate Zendesk with other applications and systems to support connected service processes and access relevant information.

Zendesk for employee service

Zendesk for employee service is an AI-powered solution for supporting employees across IT and HR. It helps teams automate routine and multi-step requests, surface trusted knowledge and resolve issues faster. IT teams can manage requests, incidents, knowledge, assets, problems and changes in a shared workspace, while HR teams can streamline onboarding, offboarding, approvals and life-event workflows. Employees can get self-service support and contact service teams through tools such as Slack and Teams. AI agents, workflows and a copilot help teams handle requests and improve performance. Zendesk IT service management capabilities are incorporated into this employee service solution.

• Resolve Routine Requests Automatically
  Use AI agents and workflows to handle routine employee requests and multi-step tasks, reducing repetitive work for service teams.
• Resolve Complex Requests End To End
  Enable AI agents to use connected knowledge sources and workflows while respecting permissions to complete complex employee requests.
• Find Trusted Answers Around The Clock
  Give employees access to trusted answers through a searchable help centre and support self-service at any time.
• Manage IT Requests And Incidents
  Centralise employee questions, service requests and incidents so IT teams can manage support more efficiently.
• Support Employees In Their Preferred Tools
  Meet employees where they work by providing support through familiar channels such as email, Slack and Teams.
• Automate Key HR Workflows
  Simplify onboarding, offboarding, approvals and life-event management with automated workflows.
• Manage Employee Support In One Workspace
  Bring employee requests and service work together in a shared workspace for IT and HR teams.
• Manage Assets Alongside Service
  Bring asset context into service work to diagnose devices, track ownership, provision SaaS access and manage asset lifecycles.
• Standardise Changes And Route Approvals
  Use task templates and automated approvals to manage changes consistently and support compliant service operations.
• Guide Teams With Contextual Next Steps
  Equip service teams with contextual suggestions, request routing and recommended next steps.
• Measure Service Trends And Performance
  Use service data to understand request volumes, resolution times and performance and identify opportunities to improve service.
• Launch Quickly And Scale With Ease
  Start using the solution quickly without extensive developer resources, then scale as workplace needs evolve.

Zendesk Contact Centre

Zendesk Contact Centre unifies voice, digital channels, workforce engagement management and AI in one agent workspace. Teams can build and govern AI agents across channels, support calls with voice AI agents and copilots, and use AI-driven workforce management and quality assurance to forecast, schedule and monitor interactions. Its AWS-backed infrastructure is designed for scale, reliability and global reach.

Category: Contact Center Software

• Unify Voice, Digital, WEM, And AI
  Give agents a shared workspace for voice, digital interactions, workforce engagement management and AI tools.
• Resolve Calls With AI
  Provide instant answers and automate call resolution while allowing human support when needed.
• Preserve Context Across Channels
  Let customers move between AI, digital and voice interactions without losing conversation context.
• Forecast, Schedule, And Monitor Interactions
  Plan staffing and schedules and monitor interactions handled by human and AI agents.
• Assist Agents During Calls
  Give agents live-call suggestions and form-completion support in their workspace.
• Govern AI Agents Across Channels
  Build and govern AI agents across channels while providing teams with real-time copilot assistance.
• Scale With AWS-Backed Infrastructure
  Support contact-centre growth with infrastructure designed for scale, reliability and global reach.

Zendesk Messaging

Zendesk Messaging lets customers get support through a widget on a website or mobile app, as well as social channels. It brings conversations, channels and customer data into an agent workspace, where teams can personalise interactions, use AI agents to automate common requests and provide 24/7 support, and route conversations to suitable agents. Businesses can customise the widget to match their brand and use dashboards to identify customer trends.

• Automate Common Requests Around The Clock
  Use AI agents to handle common questions and issues, route requests and provide 24/7 support.
• Offer Support On Web And Mobile
  Give customers a direct way to contact support through a website or mobile app widget.
• Reach Customers Across Preferred Channels
  Let customers engage on web, mobile and social channels while extending AI agents and workflows across supported channels.
• Give Agents Context In One Workspace
  Bring conversations, channel interactions and customer data together so agents can understand context and personalise support.
• Keep Conversations Moving Without Repetition
  Provide a continuous support experience so customers do not have to repeat themselves or restart when seeking help.
• Route Conversations To Suitable Agents
  Direct conversations and balance work across supported service channels.
• Match Messaging To Your Brand
  Customise the widget’s appearance and tone of voice to align conversations with the brand.
• Identify Trends And Review Interaction Quality
  Use dashboards to spot customer trends and AI-powered quality assurance to review interactions.

Zendesk Ticketing

Zendesk Ticketing brings requests from email, messaging, phone, social and other channels into a single place. Its ticketing system combines AI and no-code tools with agent workspaces, customer context, ticket routing, workflow automation, integrations, analytics and real-time monitoring. Teams can tailor workflows and workspaces, collaborate with customer context at hand, and use reporting to track ticket volume and agent performance.

• Unify Requests Across Support Channels
  Manage requests across channels in one system so agents can keep conversations connected.
• Route Tickets To Qualified Agents
  Direct requests to suitable agents based on skills, availability, capacity and priority.
• Automate Repetitive Ticket Workflows
  Configure routine steps and escalations to help teams save time and resolve requests faster.
• Personalise Replies With Customer Context
  Give agents access to customer details and previous interactions while they work on tickets.
• Coordinate Support In One Workspace
  Bring conversations, customer information and collaboration tools together to help teams coordinate responses.
• Accelerate Ticket Resolution With AI
  Use built-in AI alongside ticketing workflows to support agents as they manage and resolve requests.
• Analyse Ticket Trends And Agent Performance
  Review ticket volumes and agent performance, uncover issues and forecast demand.
• Find Answers In A Central Knowledge Base
  Give agents a central source of information to support ticket resolution.
• Connect Ticketing With Existing Tools
  Integrate Zendesk with other tools to bring systems together and build a more complete view of customers.
• Monitor Service Operations In Real Time
  See current work across the service operation to coordinate agents and help ensure tickets are not missed.
• Answer Common Issues With Saved Replies
  Let agents use predefined responses for common questions instead of composing every reply from scratch.
• Tailor Workspaces To Agent Needs
  Allow agents to adapt workspace layouts to their needs as they manage tickets.

Zendesk Voice

Zendesk Voice combines phone support and AI in a shared workspace with other customer service channels. Voice AI agents can answer calls, resolve requests and redirect callers to human agents when needed. Agents can use live copilot suggestions, while automatic transcripts and summaries help them move to the next conversation faster. The solution also includes call routing, queue and callback options, monitoring, analytics, quality assurance and collaboration tools.

Category: Contact Center Software

• Resolve Calls With Voice AI
  Use AI agents to provide voice support and resolve requests, with the option to redirect callers to a human agent.
• Route Callers To The Right Agent
  Configure routing and queue options to direct callers, manage waiting times and offer callbacks.
• Unify Calls With Other Support Channels
  Manage calls alongside other channels in one workspace and give agents context during customer interactions.
• Guide Agents With Live Suggestions
  Support agents during live calls with proactive suggestions.
• Summarise Calls And Save Agent Time
  Add transcripts and summaries to the agent workspace after calls, reducing time spent on post-call notes.
• Track Call Quality And Performance
  Use call monitoring, recording and cross-channel analytics to assess operations and identify performance trends.
• Evaluate Conversations And Protect Quality
  Review customer and AI agent conversations to identify risks and outliers and maintain interaction quality.
• Coach And Collaborate During Calls
  Give teams tools to conference calls, make warm transfers and coach agents live, with call history available for context.
• Choose Flexible Voice And Phone Options
  Configure voice using VoIP, PSTN or embedded options and manage related phone capabilities.

Zendesk Agentic Analytics

Zendesk Agentic Analytics connects historical and real-time data across human and AI service to help teams understand performance, identify emerging issues and improve outcomes. Teams can ask questions in plain language, explore the factors driving results, review cited evidence and monitor live service conditions. The product surfaces important issues, recommends next steps and carries forward team knowledge and past decisions to inform future analysis.

• Connect Human And AI Service Signals
  Bring service signals together so teams can examine performance and identify areas for improvement.
• Ask Questions And Get Cited Answers
  Ask questions directly and explore the data through follow-up questions.
• Explore Drivers And Compare Explanations
  Investigate what is driving service outcomes, compare possible explanations and return to earlier analysis.
• Monitor Service Conditions In Real Time
  View live demand, capacity and service performance to identify developing problems.
• Recommend Actions For Emerging Issues
  Help teams move from insight to action by identifying developing issues and suggesting next steps.
• Verify Insights With Cited Evidence
  Review cited sources, validation, metrics and service context when evaluating answers and recommendations.
• Surface Important Issues Automatically
  Bring important service issues to teams’ attention so they can focus on improving service.
• Carry Team Learning Into Future Recommendations
  Preserve team knowledge, decisions and past improvements so recommendations can build on prior analysis.
• Tailor Analytics To Business Questions
  Use ready-to-use analytical apps and shape insights around operational and business questions.

Zendesk Community forums

Zendesk Community forums, also known as Zendesk Gather, give businesses a space within the Zendesk ecosystem where customers can connect and collaborate with each other and the business. Customers can share expertise, find answers in organised posts and topics, discuss product requests and provide feedback. Community managers can control access, manage conversations and customise communities for different audiences, regions or brands.

• Connect Customers With Peers
  Give customers a dedicated place to connect, collaborate and learn from one another and the business.
• Find Answers In Community Posts
  Help users locate relevant answers and make customer knowledge available as self-service support.
• Create And Highlight Discussions
  Enable users to start discussions, discover similar posts and highlight important content.
• Collect Customer Feedback
  Give customers a place to share feedback so businesses can understand the issues they face.
• Track And Escalate Community Posts
  Track post status and route posts to support agents when customers need individual assistance.
• Manage Access And Moderators
  Control member access and empower trusted users to monitor conversations.
• Customise Communities For Your Audiences
  Build separate communities for different audiences and tailor their design.
• Recognise Helpful Community Contributions
  Enable members to vote on useful content and reward top contributors with badges.

Zendesk Marketplace

Zendesk Marketplace is a catalogue of apps, connectors, themes and partners for Zendesk customers. It helps teams find tools to increase agent productivity, streamline workflows, connect data, customise Help Centre design and get expert help integrating Zendesk. Customers can browse apps by category, explore early-access solutions from Zendesk Labs and find partners by region. Developers can use Zendesk’s API and apps framework to build apps and make them available in the Marketplace.

• Improve Agent Productivity And Streamline Workflows
  Find apps that help agents work efficiently and support streamlined workflows.
• Connect Data And Improve Workflows
  Use connectors to bring data together and support workflow improvement.
• Find Experts For Zendesk Integration
  Browse partner profiles and regions to find experts who can help integrate Zendesk or provide related services.
• Discover Apps By Category
  Explore the app catalogue by category to find options related to specific workflows and needs.
• Customise Your Help Centre Appearance
  Choose available themes to update the look of the Help Centre.
• Build And Publish Zendesk Apps
  Use the API and apps framework to create apps for Marketplace customers or private use.
• Try And Shape Experimental Apps
  Access early-stage Zendesk Labs apps and provide input while testing them.

Zendesk Professional Services

Zendesk Professional Services helps customers maximise their technology investments through deployment, expert guidance, technical support and consulting. Its Premier, Assist and Launch plans offer support for autonomous AI agents, complex workflows and integrations, and implementation of Workforce Engagement Management, Contact Centre and Employee Service environments. Experts help integrate tools, map workflows, configure and optimise Zendesk Suite and AI capabilities, and provide 24/7 priority support with SLA guarantees through applicable plans.

• Launch Zendesk With Less Friction
  Expert assistance with tool integration, workflow mapping and launch helps customers deploy Zendesk solutions.
• Access 24/7 SLA-Backed Support
  Priority routing, SLA guarantees and live technical support provide around-the-clock expert help through applicable plans.
• Streamline Complex Workflows
  Expert guidance helps refine workflows and integrations and reduce reliance on workarounds.
• Get Expert Zendesk Guidance
  Access experts to configure and optimise Zendesk Suite and AI capabilities and guide teams.
• Implement Solutions To Fit Your Needs
  Choose custom or standard launch plans for implementing supported Zendesk environments.
• Turn Service Strategy Into Action
  Technical consulting and support help customers execute service strategies and work toward service objectives.

Zendesk Sales CRM

Zendesk Sales CRM is a sales CRM that enhances productivity, processes and pipeline visibility for sales teams.

Category: CRM Software

• Improve Sales Team Productivity
  Helps sales teams enhance their productivity.
• Improve Pipeline Visibility
  Helps sales teams gain improved visibility into their pipeline.
• Enhance Sales Processes
  Helps sales teams improve their processes.