Sold by: Zendesk
Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
Overview
As champions of customer service, Zendesk provides the complete customer service solution that's easy to use and scales with your business.
Trusted by over 160,000 businesses, Zendesk enables personalized and effortless conversational experiences across any channel and device. Setting your teams up for success with a powerful workspace that centralizes all conversations and empowers agents with the out-of-the-box tools they need to solve the issue at hand.
Powered by AWS, our open and flexible platform integrates with the rest of your tech stack, giving you a complete view of your customer with built-in analytics and automations. We have over 1,200+ pre-built integrations in our Marketplace, as well as the tools to create and configure custom experiences. Zendesk connects natively to AWS - simplifying the process of building with Zendesk. Learn more http://zendesk.com/aws .
Core capabilities:
- Support across web, social, and mobile channels
- AI-powered bots
- Knowledge management
- Unified agent workspace
- Routing and intelligence
- Pre-built and custom integrations
- Real-time reporting and analytics
Please DO NOT purchase via this public offer as we only support private offers through AWS Marketplace. For custom pricing, EULA, or a private contract, please contact AWS-Marketplace@zendesk.com , for a private offer.
Highlights
- Conversational experiences: Meet your customers where they are, providing support over messaging, live chat, social, email, or voice.
- Unified agent workspace: Manage and respond to customers from one unified workspace, with complete customer context-including 1,200+ pre-built integrations.
- Automations, Bots and intelligence: Built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity
Details
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Dimension | Description | Cost/month |
|---|---|---|
Suite Enterprise | Deliver personalized customer experiences at scale | $169.00 |
Suite Team | Get the CX fundamentals right | $55.00 |
Suite Growth | Cost-effectively meet rising support volumes | $89.00 |
Suite Professional | Improve collaboration and streamline operations | $115.00 |
Dimension | Cost/unit |
|---|---|
Additional usage fees as agreed upon in MSA | $0.01 |
Vendor refund policy
All fees are non-cancellable and non-refundable except as required by law.
Custom pricing options
Request a private offer to receive a custom quote.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Our people are your people - Our team offers an effective combination of broad customer service expertise and deep product knowledge to help you deliver a differentiated customer experience. From a strategic implementation to always-on service, we make sure you get the best value out of Zendesk.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Top
10
In Contact Center, CRM, IT Business Management
Top
10
In Contact Center
Top
10
In Contact Center, CRM
AI generated sentiment from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Multichannel Support
Provides support across web, social, mobile, messaging, live chat, email, and voice communication channels
AI-Powered Customer Service
Utilizes AI-powered bots and intelligent routing capabilities for automated customer interactions and task optimization
Agent Workspace Integration
Offers a centralized unified workspace with comprehensive customer context and over 1,200 pre-built integrations
Knowledge Management
Includes built-in knowledge management system for efficient information retrieval and customer support
Real-Time Analytics
Provides real-time reporting and analytics tools for performance tracking and business insights
Cloud Contact Center Platform
AI-powered cloud platform with native applications for omnichannel engagement, customer experience analytics, and workforce management
AI Capabilities
Advanced AI solutions including virtual agents, agent assist, AI trainer, and generative AI technologies
Integration Ecosystem
Comprehensive integration framework with 70+ out-of-the-box integrations and API access
Vertical-Specific Solutions
Purpose-built industry solutions with specialized workflows for Financial Services, Healthcare, and Retail sectors
Unified Management Interface
Single comprehensive platform with shared services, common data model, reporting, dashboards, and streamlined workflows
Intelligent Ticket Routing
Advanced routing mechanism that analyzes incoming customer issues and assigns tickets to agents based on skill and workload
AI-Powered Agent Assistance
Generative AI copilot providing guided assistance, productivity enhancements, and collaboration support for support agents
Automated Workflow Management
AI-driven automation capabilities that streamline ticket processing, reduce redundant tasks, and ensure comprehensive ticket tracking
Self-Service Knowledge Management
Scalable knowledge base with custom widgets and approval workflows to enable customer self-service and information discovery
Advanced Analytics and Insights
Proactive AI-driven analytics providing performance monitoring, next-best-action suggestions, and support operation optimization capabilities
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
No security profile
-
-
-
-
Standard contract
No
No
No
Customer reviews
Patrick v.
We are happy with Zendesk Customer Support
Reviewed on Mar 21, 2025
Review provided by G2
What do you like best about the product?
We are happy with Zendesk Customer Support.
What do you dislike about the product?
The handling of German Umlaut letters could be better.
What problems is the product solving and how is that benefiting you?
Our customers contact us via Zendesk Support and we chat with them.
The Ticket Management is helpful.
The Ticket Management is helpful.
Leave a comment0 comments
Andrei B.
The most reliable platform on the market !
Reviewed on Mar 12, 2025
Review provided by G2
What do you like best about the product?
I use Zendesk to help clients through email. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients. Very easy to assign tasks to the employees by creating channels.Using it on a daily basis really makes my life in the office sooo enjoyable !
What do you dislike about the product?
No complaints. I don´t dislike anything.
What problems is the product solving and how is that benefiting you?
Replying and solving customers' problems
Computer Software
Mediocre platform with abysmal support
Reviewed on Mar 07, 2025
Review provided by G2
What do you like best about the product?
It's relatively easy to use and the ticketing functionality works well most of the time.
What do you dislike about the product?
Where to begin?
- Their support is some of the worst I've ever experienced and gets worse every time.
- Their admin system is buggy
- You have to learn a new programming language to set up a support page using their Knowledge Base product
- The Knowledge Base product is difficult to use and buggy. It routinely deletes images from and messes up formatting in active articles.
- The Analytics function is difficult to use and requires a deep understanding of Zendesk architecture to use successfully.
- Almost all valuable new features are released to enterprise customers only.
- New feature development is heavily focused on call center features that they use to tank the quality of their support and therefore tank yours as well.
- Their support is some of the worst I've ever experienced and gets worse every time.
- Their admin system is buggy
- You have to learn a new programming language to set up a support page using their Knowledge Base product
- The Knowledge Base product is difficult to use and buggy. It routinely deletes images from and messes up formatting in active articles.
- The Analytics function is difficult to use and requires a deep understanding of Zendesk architecture to use successfully.
- Almost all valuable new features are released to enterprise customers only.
- New feature development is heavily focused on call center features that they use to tank the quality of their support and therefore tank yours as well.
What problems is the product solving and how is that benefiting you?
At this point in our 10 year history with Zendesk, they are mostly causing problems for us.
Bernardo O.
Omnichannel is life
Reviewed on Feb 20, 2025
Review provided by G2
What do you like best about the product?
Using just one platform to manage all CX services and having it be fully customizable and personalizable with the possibility of integrating apps is very useful and versatile.
What do you dislike about the product?
The part about reports, satisfaction does not support NPS and is subject to having a lot of duplication of end users.
What problems is the product solving and how is that benefiting you?
He brings together all communication channels in an easy and standardized interface, facilitating service.
Gabriel Mario A.
Zendesk On Work Experience
Reviewed on Feb 20, 2025
Review provided by G2
What do you like best about the product?
Is easy to use and a very useful tool.
Easy way to implement in our customer service support.
There are many features that make Zendesk a great tool, one of them is the macros that are easy to use.
Easy way to implement in our customer service support.
There are many features that make Zendesk a great tool, one of them is the macros that are easy to use.
What do you dislike about the product?
Sometimes, there a few issues regarding the internal notes
What problems is the product solving and how is that benefiting you?
It helps us maintain contact with the client so that we can assist them in an optimal way.