AI-powered ticketing system

Yes. Messaging supports real-time conversations just like live chat. But it also gives your customers the option to reach out when they need quick answers or pick up the conversation later if they need to step away. That means faster help for them and more flexibility for your team.

Messaging also unlocks powerful Zendesk features like AI agents and omnichannel routing.


Already using Zendesk? Learn more about migrating to Messaging or check if you’re currently using Live Chat or Messaging.

When you sign up for your trial of Zendesk Suite, you’ll have access to all features on the Zendesk Suite Professional plan. If you want to trial a specific plan, just contact us. At any point during the trial you can choose a plan and pay by credit card or PayPal from within your account.

Customers on any Zendesk Suite plan have access to online support, as well as free getting started walkthrough videos, on-demand training for agents and admins, the Zendesk Help Centre and Community. For additional fees, customers can access prescriptive guidance, customised training, hands-on configuration, 24/7 support and implementation services to ensure teams are set up for success.

We have thousands of prebuilt apps and integrations available through the Zendesk Marketplace. You can also build almost anything you want on top of the Zendesk platform via our developer API.

We combine enterprise-class security features with comprehensive audits of our applications, systems and networks to ensure customer and business data is always protected. Take a look at the security measures we take to protect your business and your customers.

Zendesk supports multiple channels including email, voice calls, live chat, messaging apps (like WhatsApp and Facebook Messenger) and social media. All interactions are unified into one system for easier management.

Macros are pre-written responses or actions that agents can apply to tickets with one click, helping speed up replies and standardise communication for common issues.

Yes, with Knowledge, can create a searchable knowledge base that customers can use for self-service, reducing the number of incoming tickets.

Yes, Zendesk uses AI-powered features to help automate and improve support. This includes Copilot, which offers AI suggestions and intelligent routing, AI agents and more.

Zendesk offers several routing options – like omnichannel, skills-based and topics-based routing – to efficiently direct tickets to the right agent. Omnichannel routing, included in all plans, automatically assigns tickets from email, chat and messaging based on agent availability and workload. Higher-tier plans unlock advanced features like SLA-based timing (Growth and above) and prioritisation by urgency and skills (Professional and higher). For full details, see the Zendesk Help Centre.