Zendesk
AI-powered customer service platform for ticketing, messaging, live chat, voice, knowledge, automation, analytics and omnichannel support at scale.
Zendesk spans email ticketing, messaging, live chat, telephony, knowledge, omnichannel routing, automations, reporting and increasingly agentic AI. Suite Professional and Enterprise add more advanced routing, reporting, governance and AI assistance.
G2 currently lists Zendesk for Customer Service at 4.3/5 from 7,089 reviews. Capterra lists Zendesk Suite at 4.4/5 from 4,093 reviews, with 4.3 ease of use and 4.3 customer service. Users praise centralized omnichannel workflows but often note setup/admin complexity as deployments grow.
Current list pricing is clear for core tiers—Support Team $19, Suite Team $55 and Suite Professional $115 per agent/month when paid yearly—but AI usage, Copilot, contact center, WEM and other add-ons can raise total cost materially.
Zendesk currently lists about 1,860 Marketplace apps and supports APIs/custom integrations. Its compliance documentation covers core products under SOC 2 and other ISO/security programs, making its ecosystem and enterprise controls particularly strong.
Scored by Vishal Singh
Quick facts
- Vendor
- Zendesk, Inc.
- Pricing model
- paid
- Plan pricing
- $19/agent/mo billed annually Vendor source checked; not a hands-on review
- Free plan
- Not confirmed
- Free trial
- Yes — check eligibility
- Last verified
- Not yet verified
About Zendesk
Zendesk is a customer-service and help-desk platform that combines ticketing, email, messaging, live chat, voice, knowledge, routing, automations, analytics and AI-assisted resolution in one agent workspace. It serves teams from basic email support through enterprise omnichannel service, with a large app Marketplace and APIs for deeper integrations.
Best for
Support organizations that need mature ticketing, omnichannel service, automation, AI, knowledge and a large integration ecosystem that can scale from SMB to enterprise.
Zendesk pros and cons
Pros
- Mature ticketing and omnichannel customer-service workflows.
- Support Team starts at $19/agent/month billed annually, while Suite adds messaging, chat, voice and knowledge.
- Strong automation, routing, reporting, AI and knowledge capabilities.
- Approximately 1,860 Marketplace apps plus APIs and custom integrations.
- Broad enterprise security/compliance coverage including SOC 2 for core service products.
Cons
- −Total cost can rise quickly with more agents, advanced plans and add-ons.
- −Copilot, contact center, workforce engagement and usage-based AI can add material cost.
- −Advanced setup, permissions, routing and reporting can take time to configure.
- −Some reviewers report complexity, occasional technical issues or support friction.
- −No permanent free plan.
Features
Platforms
Integrations
Pricing
$19/agent/month paid yearly or $25 month-to-month. Designed for core email/ticketing support.
$55/agent/month paid yearly or $69 month-to-month. Adds omnichannel support and AI/knowledge capabilities.
$115/agent/month paid yearly or $149 month-to-month. Adds advanced AI assistance, reporting and routing.
Sales-assisted enterprise plan with advanced governance, proactive AI assistance, sandbox and customized roles.
Official pricing / availability source · Checked 6 October 2026. Confirm current taxes, regional terms and allowances. A listed plan is not necessarily the cheapest option.
Editorial verification: Not yet verified. Check the vendor's site for current pricing.