Zendesk Positioned in the Visionaries Quadrant in 2015 Gartner Magic Quadrant for CRM Customer Engagement Centers

SAN FRANCISCO, CA—April 30, 2015—Zendesk, Inc. (NYSE: ZEN) was positioned by Gartner, Inc. in the “Visionaries” quadrant of the April 27, 2015, CRM Customer Engagement Center report. The Gartner Magic Quadrant report for Customer Engagement Centers is available at: https://www.zendesk.com/resources/2015-gartner-magic-quadrant-crm

“Zendesk is the new face of customer service, and we believe our Magic Quadrant position reinforces our vision that today’s customer service leaders must innovate differently than a decade ago, and to do that, they require a new platform and partner to stay ahead of their customers’ needs,” said Marcus Bragg, SVP of Worldwide Sales and Customer Success, Zendesk. “This year Zendesk moved into a new quadrant. We feel a big part of moving quickly is due to the support we get from our 52,000 customers, which – increasingly – includes many new large global references.”

“Zendesk is an actual alternative to legacy products, differentiated by their ability to get up and running quickly, drastically reducing implementation costs and timelines. Zendesk lives up to its promise. It’s that simple,” says Dustin Laun, Senior Adviser of Innovation for the Federal Communications Commission (FCC). “Zendesk does what we need it to do today and its vision ensures it’s a solid alternative in years ahead to help innovative decision makers.”

According to Gartner: “This research examines the market for global customer service and support applications for case management, trouble ticketing and problem resolution. The functionality evaluated includes knowledge-enabled service resolution, social media/community management, offer management, interaction assistance tools and service analytics dashboards. There should be agent tools and customer tools, designed on a common platform.”

Recent Zendesk product innovations and advancements include:


  • Zendesk announced a partnership to power Facebook’s new Businesses on Messenger product enabling businesses for the first time to communicate with customers through Facebook’s popular messaging app. Through an integration of its Zopim chat product with Messenger, Zendesk is allowing businesses to provide scalable and responsive customer service to the more than 600 million people worldwide who use Messenger.

  • Zendesk Embeddables launched last year with a new mobile SDK (software development kit) and Web widget that allow organizations to offer self-service through Help Center, ticket submissions and real-time chat to customers within the context of their preferred mobile apps and online channels. Customers no longer need to visit a separate help section or leave an app for service.

  • Zendesk introduced Enterprise Elite, an expanded enterprise offering to address the growing need for a modern customer service platform at large organizations. An upgraded Enterprise Elite pricing plan provides dedicated support, service-level guarantees and enterprise-specific product features.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designations. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research including any warranties of merchantability or fitness for a particular purpose.

About Zendesk

Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 52,000 paid customer accounts, Zendesk’s products are used by organizations in 150 countries and territories to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com

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