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
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 contract duration. 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 any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, 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 |
The following dimensions are not included in the contract terms, which will be charged based on your usage.
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.
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
25
In Contact Center
Top
10
In CRM, Contact Center
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
Conversational Channels
Provide support over messaging, live chat, social, email, or voice channels to meet customers where they are.
Unified Agent Workspace
Manage and respond to customers from one unified workspace, with complete customer context including 1,200+ pre-built integrations.
Automation and Intelligence
Utilize built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity.
Platform Integration
Integrate with the rest of your tech stack, providing a complete view of your customer with built-in analytics and automations.
Powered by AWS
Leverage the power and scalability of the AWS platform to deliver reliable and secure customer service solutions.
Omnichannel Engagement
Provides applications for omnichannel engagement to deliver a better way to achieve great customer experiences
AI-Powered Solutions
Includes AI-Powered Virtual Agents, Agent Assist, and AI Trainer to enhance self-service, agent assistance, and call analytics
Unified Platform
Provides a single unified platform to access and view customer engagement, workforce engagement, employee collaboration, AI & knowledge, and analytics and insights
Vertical-Specific Solutions
Developed purpose-built industry solutions to provide industry-specific workflows, core system integrations, and intelligence built to understand industry language
Global Footprint
Serves customers in over 100 countries across 20 different industries and ranks #8 on the 2023 Forbes Cloud 100
Intelligent Routing
Analyzes incoming customer issues and instantly assigns them to the right agents based on skill and load, ensuring efficient team bandwidth management
AI-powered Automations
Streamlines workflows by automating redundant work and actions performed on tickets, ensuring no tickets slip through the cracks
Generative AI Assistance
Offers agents guided assistance, productivity boosts, and streamlined collaboration to deliver faster and more personalized support
Proactive AI-driven Insights
Surfaces potential issues and optimizes support operations with proactive AI-driven insights, enabling data-backed decisions to reduce TCO
Scalable Knowledge Base
Automates self-service with a scalable knowledge base and custom widgets to help customers find answers faster, deflecting FAQs and optimizing agent workload
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
Telecommunications
Great Support Tools All in One Place
Reviewed on Nov 19, 2024
Review provided by G2
What do you like best about the product?
I think it is great to use Zendesk Support Suite as it has all the tools in one place to manage tickets (support requests) from incoming customers or internal personnel to also being able to reach out internally to other teams so is their help is needed on a request. It also links/connects with Jira so any related tickets can be easily viewed with a click. The ticket urgency and SLA are also well-organized so it can be sorted by priority of customers and issues.
What do you dislike about the product?
There aren't much real downsides. The only issue is when a particular team does not have access to ZD.
What problems is the product solving and how is that benefiting you?
It is solving the management of customer support and service, and it is a benefit as it is all organized very well in one place, where multiple teams can view specific customer issues and requests.
Leave a comment0 comments
Ian Faulo R.
Zendesk makes ticketing much simplier
Reviewed on Nov 19, 2024
Review provided by G2
What do you like best about the product?
What I like best about the Zendesk Support Suite is its comprehensive and flexible approach to customer support. The platform integrates a variety of support channels—email, chat, social media, phone, and even messaging apps—into one centralized hub, making it easy to manage all customer interactions in a single place.
What do you dislike about the product?
While Zendesk Support Suite offers a powerful and comprehensive set of features, there are a few drawbacks that users sometimes encounter. One common issue is the pricing complexity—Zendesk can be expensive, especially for growing businesses, as many advanced features are locked behind higher-tier plans, making it difficult for smaller teams on a budget to fully justify the cost.
What problems is the product solving and how is that benefiting you?
The Zendesk Support Suite is solving several key problems related to managing customer support at scale. One of the main issues it addresses is the fragmentation of customer communication channels. With Zendesk, all interactions whether they come via email, chat, social media, or phone are centralized in one platform.
Information Technology and Services
Zendesk User Review
Reviewed on Nov 19, 2024
Review provided by G2
What do you like best about the product?
Zendesk allow us to manage user concern in real time via email and chat. There is also Macro that you can create to automatically fill out the fields.
What do you dislike about the product?
There is no auto refresh on your ticket bucket, you need to manually press the refresh button on the View side panel.
What problems is the product solving and how is that benefiting you?
Teams can work together more effectively within the shared ticket. Tracks metrics to improve service delivery. Zendesk help us do our jobs better that leads to greater job satisfaction.
Neil-Cyril C.
Love Zendesk Support Suite very well-equipped
Reviewed on Nov 18, 2024
Review provided by G2
What do you like best about the product?
User-friendly can easily be understood by even a non-technical person
What do you dislike about the product?
Nothing to dislike about Zendesk because we are using it highly recommend to the next company I apply
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is already solved our problem especially our industry is a BPO company we need a ticketing tool or platform to communicate and address the issues of our end users or agent
Robert Vince U.
Zendesk Features
Reviewed on Nov 18, 2024
Review provided by G2
What do you like best about the product?
For me, what I like in Zendesk is easy to understand how to operate this. Also, the best thing is, you can access the Zendesk in any device and anywhere.
What do you dislike about the product?
For me, one I dislike in Zendesk is some ticket cannot find even we tried to search. Also don't have guidelines for newbie user.
What problems is the product solving and how is that benefiting you?
For me, Zendesk is helping me to find the all ticket that what I needed and can apply the filtering. Also Zendesk have a macro so we can able to bulk the ticket easily