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Zendesk

Zendesk is an enterprise-ready customer service platform with AI-assisted conversations, unified ticket management, and live chat/voice to efficiently handle incoming inquiries from multiple channels and improve response quality with automation and analytics.

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Launch Date
2007
Monthly Visitors
77.100.000
Country of Origin
united States
Platform
Web
Language
support for multiple languages · including English · Korean · and Japanese

Keywords

  • AI chatbot
  • Customer service platform
  • Zendesk
  • CRM SaaS
  • AI agent
  • Unified ticket management
  • Live chat
  • Help center
  • Messaging support
  • Customer experience automation
  • Multichannel support
  • Customer response automation
  • Workforce management
  • Quality assurance
  • Workflow automation
  • API integrations
  • Startup support

Platform Description

Zendesk is a unified customer service platform that lets you manage all of your conversations in one place as customers reach out to you through a variety of channels, including email, chat, phone, social media, and more. Each inquiry is automatically converted to a ticket so that agents can handle it without missing a beat, and AI-powered agents and assistants work together for fast responses and efficient problem resolution. zendesk is also more than just a chat tool, with strengths in automation and data analytics. repeat tickets can be automatically categorized or assigned to the right agent, and dashboards provide real-time visibility into metrics like customer response speed, resolution rates, and satisfaction. this allows businesses to improve customer experience while also increasing internal operational efficiency. best of all, it's designed with security and scalability in mind, so it can be utilized by startups and large enterprises alike. your customer data is safe and secure, and you can easily connect to your existing work environment with APIs and external systems as needed. As a result, Zendesk is a reliable platform that makes customer support more organized and professional.

Core Features

  • AI counselor/co-pilot

    provide automated responses and context-based task aids

  • unified ticket management

    manage inquiries from different channels in one dashboard

  • messaging & live chat support

    includes web/app real-time conversations

  • help Center

    provide a knowledge base for customers to help themselves

  • voice assistant

    provide phone/voice response integration

  • quality Assurance (QA)

    automated evaluation and risk detection of agent responses

  • workforce management

    track agent performance and automate scheduling

  • APIs and integrations

    flexible integration with external systems

Use Cases

  • automate customer inquiries
  • omnichannel ticket management
  • building a help center
  • Utilizing AI agents
  • live chat support
  • voice customer service
  • agent QA
  • manage your agent workforce
  • speed up
  • SLA compliance
  • self-service portal
  • predicting customer satisfaction
  • API integrations
  • leveraging the knowledge base
  • startup program

How to Use

1

select a plan

2

setting up channels and configuring ticket flows

3

Enable AI agents/analytics tools

4

real-time operations and analytics monitoring

Plans

Plan Price Key Features
Support Team $25/mo • Email & Social Ticket Support
• Facebook and X (Twitter) integration
• Business rules and customer context
• Basic reporting and dashboards
• Ticket routing, automation, and triggers
• Agent performance and team member activity reports
• 1,000+ external app and service integrations
• Streamlined learning tools with customer help requests
• Support from the Zendesk team
Suite Team $69/mo • Includes Support Team features +
• AI agents (Essential)
• Customizable agent personas
• Auto-resolution reporting
• Knowledge base with generative search
• Build 1 help center
• Messaging & live chat support
• Social messaging (Instagram, WhatsApp, Slack, etc.)
• Phone support
• In-person support
Suite Professional $149/mo • Includes Suite Team features
• Build up to 5 help centers
• Real-time insights & customizable analytics reports
• Layout builder
• Customer satisfaction (CSAT) surveys
• Skill-based routing
• Interactive voice response (IVR) automated responses
• Customizable filter forms
• Service level agreement (SLA) settings
• Team time management
• Ticket-side conversations
• Up to 100 commenting agents
• HIPAA compliance
• Data location options
Suite Enterprise $219/mo • Includes Suite Professional features
• Build up to 300 help centers
• Advanced analytics reports with real-time insights
• Support for sequenced workflows
• Provides a sandbox environment
• Grant custom agent roles
• Audit logs
• Business rule reports
• Advanced security features and data encryption
• Customized agent workspaces
• Ticket queue (agent-assigned priority-based ticket management)

FAQs

  • Zendesk AI is an artificial intelligence tool built into the Zendesk customer service platform that automatically analyzes customer inquiries, generates responses, and assists agents in their work.
    rather than just following a set script like a typical chatbot, it combines generative AI with Zendesk's unique Intent model to understand the context of customer questions and make inferences, decisions, and even adapt conversations. this technology is called Agentic AI, and it delivers intelligent conversations that are problem-solving and problem-focused, not just repetitive responses.
  • no, you can sign up for a 14-day trial to get access to the top Zendesk Suite plan, but Zendesk AI is a separate paid add-on feature. it's not completely free.
  • Zendesk AI pricing is based on the number of automated resolutions (AR), which means you're charged based on the number of times the AI resolves a customer issue on its own.
  • agent AI is the technology behind Zendesk AI agents, which, unlike traditional chatbots that simply follow a set script, can reason, make decisions, and contextualize conversations. This means they resolve customer issues in a way that adheres to your policies while maintaining a dynamic conversation.
  • Zendesk AI agents use a combination of Generative AI and Zendesk's proprietary Intent model. this combination delivers high accuracy, natural conversations, and an experience similar to that of a human agent.
  • AI agents can be used across multiple touchpoints, including social media, web, mobile apps, voice channels, and email, so you can provide a consistent response no matter what channel your customers are using.
  • Zendesk AI agents are native-level fluent in 30 languages. they automatically switch languages based on customer input, providing a personalized experience even for global customers.
  • Zendesk goes beyond just providing tools, we have a subscription support program called AI Expert Services. this helps companies seamlessly adopt and scale AI and achieve up to 80%+ automation across their support organization.
  • Zendesk has enterprise-grade security in place. comprehensive audits, encryption, and access controls across applications, systems, and networks ensure that your data is always secure. We also comply with international regulations (GDPR, SOC2, etc.) to ensure that sensitive business and customer information is protected.
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