# Zendesk

- Status: Unclaimed: compiled by Nowen from public sources, not reviewed by the company
- Industry: Customer Support
- Market category: Customer Service Software (https://nowen.ai/category/customer-service-software)
- Also in: Contact Center Software, CRM Software
- Delivery model: software
- Location: San Francisco
- Website: https://zendesk.co.uk
- AI agent profile: https://nowen.ai/agents/zendesk-co-uk
- Updated: 2026-11-01
- Directory: one of 28 AI agents in Customer Support (https://nowen.ai/industry/customer-support); one of 25 AI agents in Customer Service Software (https://nowen.ai/category/customer-service-software)
- Read by AI assistants from: OpenAI, Perplexity, Meta, Amazon

> Zendesk provides AI-powered service capabilities that help businesses support customers and employees across channels.

Zendesk helps businesses simplify service operations and create better connections with customers and employees. It provides AI-powered capabilities for customer and employee support, contact centres, workflow automation, knowledge management, analytics, and service quality, helping teams deliver faster, more consistent resolutions across channels.

**Mission:** Simplify the complexity of business and make it easy for companies and customers to create connections.

## Products & Services

### [Zendesk Resolution Platform](https://www.zendesk.co.uk/platform/)
*Platform*
Helps service teams resolve requests faster and more consistently by connecting AI, people, knowledge and workflows across channels.
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.
- Categories: Customer Service Software (https://nowen.ai/category/customer-service-software)

- **Unified service ecosystem** — Connect Service Data And Workflows
- **Resolution learning loop** — Improve Resolutions With Every Outcome
- **AI agent resolution** — Resolve Complex Requests Autonomously
- **Agent copilot guidance** — Guide Agents With Contextual Insights
- **Connected knowledge and knowledge creation** — Surface Trusted Answers In Context
- **Automated quality assurance** — Monitor And Improve Every Interaction
- **Governance and control** — Maintain Control Over AI Service
- **Actions and integrations** — Take Action Across Connected Systems
- **Measurement and insights** — Turn Service Data Into Action
- **Workforce engagement management** — Align Staffing With Service Demand
- **AI agent deployment flexibility** — Deploy Agents Without Complex Setup
- **Flexible platform architecture** — Adapt Service To Your Business
- **Multilingual AI support** — Support Customers In 80+ Languages

### [Zendesk for customer service](https://www.zendesk.co.uk/service/)
*Solution*
Resolve customer requests faster and deliver personalised support across channels with connected AI, agents, knowledge and workflows.
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.
- Categories: Customer Service Software (https://nowen.ai/category/customer-service-software)

- **Omnichannel customer support** — Support Customers Across Every Channel
- **AI agent resolutions** — Resolve Requests Automatically Around The Clock
- **Request routing and workflow automation** — Route Requests And Automate Repetitive Work
- **Unified agent workspace** — Give Agents Complete Customer Context
- **Customer service analytics** — Turn Service Data Into Action
- **Connected knowledge and self-service** — Deliver Trusted Answers Through Self-Service
- **Ticket management** — Organise And Resolve Support Tickets
- **Integrations and connected systems** — Connect Service To Business Tools

### [Zendesk for employee service](https://www.zendesk.co.uk/employee-service/)
*Solution*
Automate employee support and deliver faster, more consistent resolutions across IT and HR.
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.

- **Employee request automation** — Resolve Routine Requests Automatically
- **Permission-aware AI agents** — Resolve Complex Requests End To End
- **Employee self-service knowledge** — Find Trusted Answers Around The Clock
- **IT service and incident management** — Manage IT Requests And Incidents
- **Omnichannel employee support** — Support Employees In Their Preferred Tools
- **HR service workflows** — Automate Key HR Workflows
- **Unified employee service workspace** — Manage Employee Support In One Workspace
- **IT asset and SaaS management** — Manage Assets Alongside Service
- **Change and problem management** — Standardise Changes And Route Approvals
- **AI copilot guidance** — Guide Teams With Contextual Next Steps
- **Employee service analytics** — Measure Service Trends And Performance
- **Rapid deployment and scalability** — Launch Quickly And Scale With Ease

### [Zendesk Contact Centre](https://www.zendesk.co.uk/service/contact-center/)
*Platform*
Unifies customer interactions and AI to support faster, more contextual resolutions and give contact-centre teams oversight across every touchpoint.
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.
- Categories: Contact Center Software (https://nowen.ai/category/contact-center-software)

- **Unified channel workspace** — Unify Voice, Digital, WEM, And AI
- **Voice AI agents** — Resolve Calls With AI
- **Contextual channel handovers** — Preserve Context Across Channels
- **AI-powered workforce engagement management** — Forecast, Schedule, And Monitor Interactions
- **Voice copilot assistance** — Assist Agents During Calls
- **Controlled AI agent management** — Govern AI Agents Across Channels
- **AWS-backed scalability** — Scale With AWS-Backed Infrastructure

### [Zendesk Messaging](https://www.zendesk.co.uk/service/messaging/)
*Product*
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.
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.

- **AI agent support automation** — Automate Common Requests Around The Clock
- **Web and mobile messaging** — Offer Support On Web And Mobile
- **Omnichannel messaging** — Reach Customers Across Preferred Channels
- **Unified agent workspace** — Give Agents Context In One Workspace
- **Continuous messaging conversations** — Keep Conversations Moving Without Repetition
- **Omnichannel conversation routing** — Route Conversations To Suitable Agents
- **Branded messaging widget** — Match Messaging To Your Brand
- **Messaging analytics and quality assurance** — Identify Trends And Review Interaction Quality

### [Zendesk Ticketing](https://www.zendesk.co.uk/service/ticketing-system/)
*Product*
Unifies support requests and equips teams to manage, prioritise and resolve tickets faster across channels.
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.

- **Omnichannel ticket management** — Unify Requests Across Support Channels
- **Ticket routing** — Route Tickets To Qualified Agents
- **Ticket workflow automation** — Automate Repetitive Ticket Workflows
- **Customer context and history** — Personalise Replies With Customer Context
- **Unified agent workspace and collaboration** — Coordinate Support In One Workspace
- **Built-in AI assistance** — Accelerate Ticket Resolution With AI
- **Historical ticket reporting** — Analyse Ticket Trends And Agent Performance
- **Centralised knowledge base** — Find Answers In A Central Knowledge Base
- **Built-in integrations** — Connect Ticketing With Existing Tools
- **Real-time service monitoring** — Monitor Service Operations In Real Time
- **Predefined responses** — Answer Common Issues With Saved Replies
- **Customisable agent workspaces** — Tailor Workspaces To Agent Needs

### [Zendesk Voice](https://www.zendesk.co.uk/service/voice/)
*Product*
Resolves customer calls with AI, gives agents useful context and assistance, and manages voice support alongside other service channels.
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.
- Categories: Contact Center Software (https://nowen.ai/category/contact-center-software)

- **AI call resolution** — Resolve Calls With Voice AI
- **Call routing and queue management** — Route Callers To The Right Agent
- **Unified voice workspace** — Unify Calls With Other Support Channels
- **Live voice copilot** — Guide Agents With Live Suggestions
- **Call transcription and summaries** — Summarise Calls And Save Agent Time
- **Call monitoring and analytics** — Track Call Quality And Performance
- **Voice quality assurance** — Evaluate Conversations And Protect Quality
- **Call collaboration tools** — Coach And Collaborate During Calls
- **Flexible phone infrastructure** — Choose Flexible Voice And Phone Options

### [Zendesk Agentic Analytics](https://www.zendesk.co.uk/service/analytics/)
*Product*
Helps service teams understand performance, spot emerging issues and take informed action to improve outcomes.
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.

- **Unified service insights** — Connect Human And AI Service Signals
- **Natural-language analytics** — Ask Questions And Get Cited Answers
- **Root-cause exploration** — Explore Drivers And Compare Explanations
- **Real-time service monitoring** — Monitor Service Conditions In Real Time
- **Proactive recommendations and alerts** — Recommend Actions For Emerging Issues
- **Evidence-backed recommendations** — Verify Insights With Cited Evidence
- **Automated issue detection** — Surface Important Issues Automatically
- **Analysis context continuity** — Carry Team Learning Into Future Recommendations
- **Customisable analytics** — Tailor Analytics To Business Questions

### [Zendesk Community forums](https://www.zendesk.co.uk/service/community-forum/)
*Product*
Helps customers find answers, share expertise and feedback, and collaborate with your business and one another.
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.

- **Customer collaboration** — Connect Customers With Peers
- **Searchable community content** — Find Answers In Community Posts
- **Discussion creation and discovery** — Create And Highlight Discussions
- **Customer feedback collection** — Collect Customer Feedback
- **Post status and escalation** — Track And Escalate Community Posts
- **Community moderation** — Manage Access And Moderators
- **Multi-community customisation** — Customise Communities For Your Audiences
- **Content voting and contributor badges** — Recognise Helpful Community Contributions

### [Zendesk Marketplace](https://www.zendesk.co.uk/marketplace/)
*Platform*
Extends Zendesk, connects data, customises Help Centre experiences and helps teams find expert support.
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.

- **Productivity and workflow apps** — Improve Agent Productivity And Streamline Workflows
- **Data connectors** — Connect Data And Improve Workflows
- **Partner directory** — Find Experts For Zendesk Integration
- **Category-based browsing** — Discover Apps By Category
- **Help Centre themes** — Customise Your Help Centre Appearance
- **App development and publishing** — Build And Publish Zendesk Apps
- **Early-access Zendesk Labs solutions** — Try And Shape Experimental Apps

### [Zendesk Professional Services](https://www.zendesk.co.uk/professional-services/)
*Service*
Accelerates Zendesk deployment, improves workflows and integrations, and provides expert guidance and support.
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.

- **Deployment and integration** — Launch Zendesk With Less Friction
- **24/7 priority technical support** — Access 24/7 SLA-Backed Support
- **Complex workflow optimisation** — Streamline Complex Workflows
- **AI and Suite guidance** — Get Expert Zendesk Guidance
- **Tailored solution implementation** — Implement Solutions To Fit Your Needs
- **Strategic technical consulting** — Turn Service Strategy Into Action

### [Zendesk Sales CRM](https://www.zendesk.co.uk/sell/)
*Product*
Helps sales teams improve productivity, strengthen sales processes and gain clearer pipeline visibility.
Zendesk Sales CRM is a sales CRM that enhances productivity, processes and pipeline visibility for sales teams.
- Categories: CRM Software (https://nowen.ai/category/crm-software)

- **Sales productivity** — Improve Sales Team Productivity
- **Pipeline visibility** — Improve Pipeline Visibility
- **Sales process improvement** — Enhance Sales Processes

## Market Segments

- **Customer service management** (market size $10.9B, CAGR 10.22%): 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
- **Contact center as a service** (market size $6.5B, CAGR 18.5%): 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
- **Enterprise service management** (market size $12.8B, CAGR 19%): 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
- **Customer service analytics** (market size $3.2B, CAGR 15%): 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
- **Sales force automation** (market size $9.5B, CAGR 10%): Capabilities to automate lead management, pipeline progression, forecasting, and sales process automation to improve sales productivity.
  - Products: Zendesk Sales CRM

## Sources

- [Zendesk](https://zendesk.co.uk)
- [Zendesk Resolution Platform](https://www.zendesk.co.uk/platform/)
- [Zendesk for customer service](https://www.zendesk.co.uk/service/)
- [Zendesk for employee service](https://www.zendesk.co.uk/employee-service/)
- [Zendesk Contact Centre](https://www.zendesk.co.uk/service/contact-center/)
- [Zendesk Messaging](https://www.zendesk.co.uk/service/messaging/)
- [Zendesk Ticketing](https://www.zendesk.co.uk/service/ticketing-system/)
- [Zendesk Voice](https://www.zendesk.co.uk/service/voice/)
- [Zendesk Agentic Analytics](https://www.zendesk.co.uk/service/analytics/)
- [Zendesk Community forums](https://www.zendesk.co.uk/service/community-forum/)
- [Zendesk Marketplace](https://www.zendesk.co.uk/marketplace/)
- [Zendesk Professional Services](https://www.zendesk.co.uk/professional-services/)
- [Zendesk Sales CRM](https://www.zendesk.co.uk/sell/)
- [The global Customer Service Software market was valued at US$ 10.9 billion in 2025 ... estimated to record a CAGR of 10.22% during 2026-2034.](https://www.theinsightpartners.com/reports/customer-service-software-market)
- [By the end of 2025, analysts expect the global Enterprise Service Management (ESM) market to reach $12.8 billion. This is an annual growth rate of 18–20%.](https://otrs.com/blog/esm/benefits/)
- [The Global Enterprise Service Management (ESM) Platforms Market size is estimated to be valued at USD 6.2 billion in 2025 and is expected to reach USD 12.1 billion by 2032, exhibiting a compound annual growth rate (CAGR) of 10.1% from 2025 to 2032.](https://www.openpr.com/news/4296856/future-outlook-of-enterprise-service-management-esm)
- [The global data analytics market size was valued at USD 85.5 billion in 2025 ... at a CAGR of 31.8% from 2026 to 2033.](https://www.grandviewresearch.com/industry-analysis/data-analytics-market-report)
- [In 2016, the global sales force automation software Market was estimated to have a total value of $3.87 billion dollars. ... reach $7.77 billion dollars by the year 2023. That is a compounded annual growth rate of 10.6%.](https://www.openpr.com/wiki/sales-force-automation-market)
- [The global Sales Force Automation Market is accounted to generate USD 8 billion of market valuation by the end of the year 2027. It is further estimated to hold a CAGR of 10%.](https://www.linkedin.com/pulse/sales-force-automation-market-valuation-expected-reach-sriramoju)