Sold by: Zendesk
Deployed on AWS
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
Please DO NOT PURCHASE via this public offering as you will be billed without gaining access to Zendesk. 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
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Features and programs
Buyer guide
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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 the duration and terms of your contract with the vendor, and additional usage. 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 overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/month |
|---|---|---|
Suite Enterprise | Deliver personalized customer experiences at scale | $219.00 |
Suite Team | Get the CX fundamentals right | $69.00 |
Suite Growth | Cost-effectively meet rising support volumes | $115.00 |
Suite Professional | Improve collaboration and streamline operations | $149.00 |
Dimension | Cost/unit |
|---|---|
Additional usage fees as agreed upon in MSA | $0.01 |
Additional usage fees as agreed upon in Service Order | $0.01 |
Vendor refund policy
All fees are non-cancellable and non-refundable except as required by law.
Custom pricing options
Request a private offer to receive a custom quote.
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. https://support.zendesk.com/hc/en-us
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
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In Contact Center, CRM, IT Business Management
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Sentiment is AI generated 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
Multi-Channel Support
Provides support across web, social, mobile, messaging, live chat, email, and voice communication channels
AI-Powered Customer Service
Includes AI-powered bots and intelligent routing capabilities for automated customer interactions
Agent Workspace Integration
Centralized workspace with comprehensive customer context and over 1,200 pre-built integrations
Knowledge Management
Comprehensive knowledge base system for managing and organizing customer support information
Real-Time Analytics
Built-in real-time reporting and analytics tools for tracking and optimizing customer service performance
Cloud Contact Center Platform
AI-powered cloud platform with native applications for omnichannel engagement, customer experience analytics, and workforce management
AI-Powered Agent Assistance
Includes virtual agents, agent assist capabilities, AI trainer, and generative AI solutions for enhanced customer service interactions
Omnichannel Engagement
Supports multiple communication channels with streamlined workflows and comprehensive customer context for agents
Integration Capabilities
Provides over 70 out-of-the-box integrations with a shared data model, reporting, dashboards, and workflow automation
Vertical-Specific Solutions
Offers purpose-built industry solutions with specialized workflows and core system integrations for Financial Services, Healthcare, and Retail sectors
Messaging Channels
Support for multiple communication channels including web, mobile app, WhatsApp, Instagram, and Google Business Messages
AI-Powered Automation
Advanced AI-driven bot experiences for creating and deploying self-service chatbot interactions
Authentication Mechanism
User authentication support using JSON Web Tokens (JWT) for secure access
Routing Capabilities
Skill-based routing for intelligent conversation distribution among support agents
Reporting and Analytics
Advanced dashboard with team performance reports, agent availability tracking, and customer satisfaction survey capabilities
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
No security profile
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Standard contract
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Customer reviews
0 ratings
0 AWS reviews
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6484 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Caleb M.
Good Product, just wasnt in our price range
Reviewed on Aug 30, 2025
Review provided by G2
What do you like best about the product?
Its a great product for medium and large businesses, however smaller businesses it may fall outside of the price range for startups. Love all its features and its ease of use however and well definitely be back in the future.
What do you dislike about the product?
I do wish their was a better Small/Startup business solution that was priced accordingly. Most features worked great.
What problems is the product solving and how is that benefiting you?
Its a great ticketing system that tied into M365 well, and reported great.
Thomas L.
A robust helpdesk solution which is powerful but needs upgrade
Reviewed on Aug 28, 2025
Review provided by G2
What do you like best about the product?
Zendesk has got this agent workspace which is completely unified which allows agents to manage tickets, view customer history and collaborate with teammates - all from one interface. This boosts productivity and reduces context switching. This platform includes automation rules, triggers and macros that streamline repetitive tasks. This helps agents focus on more complex issues and ensures faster response times.
What do you dislike about the product?
Compared to newer helpdesk platforms, Zendesk's UI is seen as aging. It lacks modern design elements and fell clunky which affects user experience and efficiency.
What problems is the product solving and how is that benefiting you?
customizable help centers and knowledge bases benefits fewer repetitive tickets allowing agents to focus on complex issues while customers help themselves. With unified omin-channel support consolidates all interactions into one dashboard, i get a complete view of customer conversations reducing missed messages and improving response times.
Spencer B.
Zendesk, The answer to any problem you may find.
Reviewed on Aug 25, 2025
Review provided by G2
What do you like best about the product?
The customer and technical support lines are excellent at helping new customers.
What do you dislike about the product?
The Zendesk App does not allow the answering of calls.
What problems is the product solving and how is that benefiting you?
The ability to be able to text your issue in vs calling.
Jacob H.
Our Experience With Zendesk
Reviewed on Aug 25, 2025
Review provided by G2
What do you like best about the product?
We enjoy the agent view as well as the admin center, the reporting is advanced and can be set up to cover all KPIS.
What do you dislike about the product?
The only call out for things that can be improved on is the method in which you can import data into Zendesk, it requires a 3rd party service or hours developing & learning the Zendesk API to get excising ticket data into the system.
What problems is the product solving and how is that benefiting you?
Zendesk is managing and automatically assigning all of our help desk tickets, this is benefiting our team by taking the work out of manually creating tickets.
Alex M.
The platform complete with possibility of service onminchannel that facilitates the process of CX/CS
Reviewed on Aug 22, 2025
Review provided by G2
What do you like best about the product?
More possibility of integrations that enable the service in onmichannel and the ease form of acess.
What do you dislike about the product?
I think that the time of actualization the explore in some reports the are very extensive
What problems is the product solving and how is that benefiting you?
The agent IA facility the conversation initial with the customer, reducing the flow for the service agent.
Therefore, the team don't necessary be big.
Therefore, the team don't necessary be big.