Zendesk Ticketing brings email, messaging, phone, social, and more into a single place. With AI automations and simple admin tools, our scalable ticketing tool cuts support costs and drives fast results. No expertise needed.
Work faster with ticket routing
Enhance agent efficiency with omnichannel routing that automatically assigns tickets to the most qualified agents. Admins maintain control with less manual effort while delivering faster, better service.
Action insights with prebuilt reporting dashboards
Get up and running quickly with out-of-the-box analytics to help you analyze trends in ticket volume and agent performance across channels. Easily customize reports to uncover issues, forecast demand, and boost efficiency.
Surface the best reply, every time
Lend a helping hand with pre-written responses that answer common issues, and a centralized knowledge base for faster troubleshooting.
Conversation history and customer context
Provide agents with relevant details on the customer and surface a list of recent interactions with the customer so agents have the context they need to provide help.
Build and customize workflows
Save time with prebuilt, customizable ticketing workflows and adaptable automations—like alerts for unattended tickets or refund escalations to managers—resulting in greater bandwidth and faster resolutions.
Resolve complex issues on any channel
Resolve up to 80%+ of even the most complex service issues across any channel. Powered by agentic AI, our AI agents reason, adapt, take action then learn and self-improve to reach full resolution - all while following your business processes. No training, scripting or complex flows needed.
AI agent builder
Flexible APIs and integrations
Reasoning controls
Advanced reporting & insights
Support for 80+ languages
Power faster resolutions with connected knowledge
Create, unify, and activate trusted content across AI, agents, and self-service so customers and employees get fast, accurate answers when it matters most.
Accelerate resolution automation
Design, integrate, and automate multi-step action flows across Zendesk and third-party systems. Action builder comes with a library of prebuilt connectors, customizable actions, and low-code tools that can be tailored to fit unique workflow needs.
Route requests to right agent, automatically
Omnichannel routing automatically directs customer or employee requests across multiple support channels, factoring in agent status, capacity, skill set, and ticket priority. It uses automation to connect individuals with the most suitable agent, regardless of channel.
Messaging and live chat
Support customers instantly or over time across your website, app, or social channels to deliver better service and build lasting relationships.
Offer phone support to your customers
Provide live phone support to your customers with toll-free and international numbers, voicemail, extensions, and more for the complete phone solution.
Run your operations with an AI assistant
Admin copilot proactively surfaces personalized insights and recommends workflows and set up improvements. Admins can ask questions and apply approved changes, optimizing operations without the busywork.
Turn ideas into apps
AI-powered App Builder turns ideas into apps using conversational prompts—no technical expertise required. Boost agent productivity with custom apps that streamline workflows, integrate with third party platforms and internal systems, and reduce manual work.
Enhance your agent responses with AI writing tools
Enhance your agent responses with AI writing tools. Let your agents expand or shorten replies or match the right tone every time with one click.
Accelerate service insights with AI-powered reporting
Create reports in Zendesk analytics instantly by asking questions in plain language, powered by machine learning.
Reduce repetitive reporting tasks by automatically creating reports using conversational prompts
Easily unlock powerful insights with trusted AI that selects the right datasets, calculations, and attributes
Empower your entire team to get the answers they need without advanced reporting skills
Reduce wait times with smart routing
Skills-based routing automatically sends tickets to specific team members based on their expertise for faster ticket resolution.
Reach the right agent every time
Support customers faster with IVR, group, prioritized, overflow, and after hours routing. Set your maximum queue size and wait time, and allow callers to request a callback instead of holding.
Power every decision with intelligent classification
Intelligent triage automatically classifies every ticket, giving agents and admins a clear view of what customers need and why. These insights power routing, automation, and reporting, driving faster and higher quality resolutions.
Equip every agent with proactive AI assistance
Auto assist gives agents proactive, AI-powered support right inside their workspace. It suggests next steps, drafts accurate responses, and takes approved actions to ensure every interaction is consistent and high-quality.
Transcribe and summarize every call automatically
Transcribe and summarize voice call recordings using generative AI.
Streamline approvals and track changes
Designate content editing and publishing permissions across your team, and solicit team input by assigning article updates.
Test updates safely in sandbox
Try out features and workflows in a sandbox testing environment.
Control access with custom permissions
Specify permissions for agents and control what they have access to in Zendesk.
Deploy AI agents that learn and improve in real-time. No migration required. Forethought integrates with your current setup, whether you use Zendesk or another service provider, to turn every solved ticket into a smarter outcome.
Use this calculator to explore potential savings from automating customer interactions with Zendesk AI agents. Results are illustrative and based on the inputs you provide — actual results may vary.
Zendesk pricing is primarily seat-based (per agent, per month) with plan tiers that include different features. Your total cost typically includes:
Base subscription: Pricing is determined by your selected plan tier and the number of agent seats needed.
Usage-based features: Certain features like App Builder, Action Builder and Voice are billed based on consumption exceeding applicable plan allowances.
Add-ons: Optional products and advanced capabilities are billed in addition to your base plan.
Annual vs. monthly billing: Annual subscriptions often include a discount compared with paying month-to-month.
Support Plans: If you are just starting out with email-based customer support, the Support plan is a great place to begin. It covers the essentials with the flexibility to add channels, expand capabilities, or upgrade to the full Zendesk Suite as your needs grow.
Suite Plans: The Zendesk Suite is your all-in-one customer service solution. Equipped with ticketing, messaging, live chat, help center, and voice support, it is ideal for businesses providing multi-channel customer support. All Suite plans include powerful automations and AI agents available 24/7 to resolve customer issues quickly and effectively.
Learn more about Support plans and Suite plans as the different Service Plan levels available or contact Sales if you’re evaluating enterprise requirements.
Zendesk AI agents are included in every Suite and Support plan, with pricing based on the successful outcomes they deliver.
Automated Resolutions: Are the unit of measurement used for calculating and billing your account for AI agent usage. Paying per automated resolution means that you pay only for customer requests that were successfully resolved by the AI agent, without any escalation to a human agent.
Forethought AI agents by Zendesk are self-improving AI agents that can understand customer requests, take action, and continuously improve outcomes over time. These agents bring specialized AI into the Zendesk AI ecosystem and can handle more complex workflows across all channels and environments.
They’re built to work seamlessly within Zendesk for those looking to elevate their service experience—and, just as importantly, they work on any platform, making it easy to bring best-in-class AI agents to an existing stack.
Zendesk offers add-ons that extend your Service Plan with additional functionality such as advanced capabilities, additional channels, or specialized products.
How add-ons are priced: Add-ons are typically priced separately from your base plan and may be billed by seats, usage, or the specific add-on.
Availability: Add-ons can vary by plan tier and by purchase path (self-serve vs. sales-assisted).
Online purchase: Best for individuals and teams who want to get started quickly. Typically paid by credit card during checkout.
Sales-assisted: Best for larger organizations, complex requirements, or enterprise plans. Typically involves working with our sales team and may support invoice-based billing depending on eligibility and terms.
Payment methods: Bank account (direct debit), Credit or debit card, or PayPal. For all other types of payments, contact your account representative.
Supported currency: Currently, Zendesk supports USD, EUR, GBP, and BRL.
Unsure? Contact Sales to confirm the right Service Plan and purchasing method.
Enterprise Service Plans generally require sales engagement. If you’re looking for an enterprise plan, the best next step is to contact Sales so we can help you evaluate the right package, confirm requirements, and set up purchasing (often including invoice options where applicable).
Zendesk subscriptions are month to month, annual, or multi-year. You can reach out to your Account Executive/Sales Representative for additional billing options.
Monthly billing: More flexibility, typically a higher effective monthly rate.
Annual billing: Usually discounted compared to paying month-to-month.
Upgrades/downgrades: Service Plan changes can affect billing and may apply immediately or at renewal depending on your subscription terms.
Zendesk offers a free trial so you can explore the product before committing to a paid plan. During the 14 day trial period:
Default plan: You'll have access to all features on the Zendesk Customer Service Suite Professional plan for 14 days. If you want to trial a specific plan contact us. If you want to trial an Employee Service Suite plan see here.
Add-ons: Copilot is included by default. If you’d like to try other add-ons please contact sales.
AI access: Trial access to AI features is available for evaluation purposes, though the capabilities included may vary.
Yes. Zendesk integrates with a wide range of tools and platforms, and you can connect to other systems in a few ways:
Prebuilt integrations: Available through the Zendesk Marketplace (apps and integrations).
Custom integrations: Supported via APIs for building tailored workflows and data connections.
Enterprise integrations: Larger organizations often implement deeper integrations (for example with CRM, identity providers, data platforms, or custom internal systems).
Zendesk is built with enterprise-grade security and privacy to help protect customer data. We combine robust security features with comprehensive audits of our applications, systems, and networks to help ensure customer and business data remains protected.
Visit the Zendesk Trust Center for the most up-to-date information and documentation on security and privacy practices, compliance and certifications, and product and infrastructure security controls.
Still not sure? Explore on your own or with our team.
Unlock the full power of Copilot, with unlimited access to proactive AI assistant designed to empower your agents to resolve issues faster and give admins real-time guidance to keep operations running smoothly.
Assist agents work smarter and faster with auto assist, suggestions, and writing tools
Gain intelligence to your operations with intelligent triage and pre-built reporting
Optimize your service workflows with proactive recommendations and more
Copilot can be added to Professional and higher plan levels.
Workforce Engagement Bundle
Zendesk Workforce Engagement Management (WEM) is a set of AI-infused software tools and practices that improve employee engagement and customer service, built right into Zendesk. It’s designed to optimize service agent staffing requirements, scheduling, performance management, quality assurance, and coaching, and it focuses on improving productivity, job satisfaction, and overall team performance by aligning employee activities with business objectives.
Contact Center
Zendesk for Contact Center is the only AI-powered contact center solution that delivers fast, personalized resolutions regardless of geography, call volume, or complexity. It uniquely combines the ease and flexibility of Zendesk with the resilient infrastructure of AWS. Built on the Zendesk Resolution Platform, it empowers businesses to streamline complex workflows, unify customer data, and provide seamless, high-quality customer experiences at scale.
