Sold by: Zendesk
Deployed on AWS
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn about Zendesk at www.zendesk.com.
4.3
Overview
Zendesk provides a unified platform for your customer service, contact center, and employee service that is easy to use and scale with your business.
Trusted by over 100,000 businesses, the Zendesk Resolution Platform offers a continuous system of action that automatically anticipates and resolves service issues in real-time. It is designed for personalized and effortless conversational experiences across any channel or device, setting your teams up for long-term success with agentic service that continuously improves resolution, on a platform that keeps getting better. Zendesk has over 1,200+ pre-built integrations on the Zendesk App Marketplace, as well as the tools to create and configure custom experiences.
As an AWS Advanced Technology Partner, Zendesk combines 20+ years of CX expertise with secure, scalable infrastructure from AWS. Zendesk Contact Center, built on the Zendesk Resolution Platform and Amazon Connect, helps businesses deliver AI-powered resolutions, modernizing service, boosting agent productivity, and accelerating growth. 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
- Autonomous AI Agents
- Knowledge management
- Unified contact center capabilities
- Omnichannel routing and intelligence
- Pre-built and custom integrations
- Custom no-code service apps
- 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.
For more detailed information on Zendesk pricing and packages, visit https://www.zendesk.com/pricing/
Highlights
- 2025 AWS Global CX Partner of the Year
- Outcome-Based Pricing (OBP): Align your costs directly with the value delivered through our industry-leading outcome-based pricing model: only pay for automated resolutions, successful outcomes where the AI agent handles the issue from start to finish.
- Modernize your Contact Center with an AI-powered solution built on Amazon Connect Customer: Meet your customers where they are with seamless conversational experiences across voice, messaging, live chat, or email. Empower teams in a unified agent workspace combining AI, human insight, and knowledge for complete customer context, while using autonomous agentic AI to resolve complex issues at scale.
Details
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Buyer guide
Gain valuable insights from real users who purchased this product, powered by PeerSpot.
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 |
Dimensions summary
You buy this per agent seat under a contract term. Four plan tiers set your base price: Suite Team covers support fundamentals, Suite Growth handles rising volumes, Suite Professional adds collaboration and operations tools, and Suite Enterprise delivers features for scaled, personalized service. Each tier adds capabilities over the one below it. Two usage dimensions cover extra fees agreed in your Master Service Agreement or Service Order. These bill on top of your base plan for consumption or add-ons beyond what your tier includes.
Top-of-mind questions for buyers
One unit is one agent seat, billed per agent under your contract term. An agent is a team member who handles and resolves tickets. You pay for the number of seats you need at your chosen tier's rate. Light agents with limited access are handled separately.
Your base plan cost comes from your chosen tier multiplied by agent seats. The two additional usage dimensions bill separately on top of that. They cover consumption or add-ons beyond your tier's included allowances, agreed in your Master Service Agreement or Service Order. Both charges appear alongside your base subscription.
Certain features, like automated resolutions, action credits, and voice, include set allowances per plan. Usage beyond those allowances bills as additional usage fees under your Master Service Agreement or Service Order. Automated resolutions can be purchased as committed volume or pay-as-you-go. These consumption charges add to your per-seat base cost.
www.zendesk.com
Helpful?
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
Top
10
In Contact Center, CRM, IT Business Management
Top
10
In Contact Center
Top
25
In Contact Center
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
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with AI agents for enhanced resolution capabilities
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and insights for monitoring service performance and outcomes
Omnichannel Engagement Platform
Native applications for omnichannel engagement with voice engagement, studio and routing capabilities across multiple communication channels
AI-Powered Automation
AI-powered virtual agents, agent assist, AI trainer, and generative AI solutions integrated into the platform for automating customer service processes
Unified Analytics and Reporting
Common data model with live and explore standard reporting, dashboards, and customer experience analytics accessible through a single pane of glass interface
Workforce and Knowledge Management
Workforce engagement management, employee collaboration tools, and knowledge management capabilities with over 70 out-of-the-box integrations
Enterprise Integration Architecture
Open platform architecture with shared services, API access, studio functions, and pre-built connectors enabling rapid deployment and reduced time-to-value
Multi-Channel Messaging Support
Enables customer engagement across website, mobile app, social media channels including WhatsApp, Instagram, and Google Business Messages with live chat, email, and voice capabilities.
AI-Driven Chatbot Deployment
Supports creation and deployment of AI-driven bot experiences across web, native applications, and messaging channels for automated customer interactions.
Intelligent Conversation Routing
Includes skill-based routing and IntelliAssign functionality to automatically distribute conversations based on agent capabilities and availability.
Advanced Analytics and Reporting
Provides advanced dashboard with team performance reports, agent availability reports, CSAT surveys, and conversation analytics for performance monitoring.
Conversation Automation and Context Management
Offers advanced automations, auto-resolve capabilities, live translation, and conversation APIs to maintain context-driven messaging experiences across interactions.
Standard contract
No
No
No
Customer reviews
Non-Profit Organization Management
Works great for keeping track of help requests
Reviewed on Sep 02, 2026
Review provided by G2
What do you like best about the product?
Keeps me updated on who needs help and what help they need
What do you dislike about the product?
The only thing I have issues with is getting employees to remember to email the help desk instead of me
What problems is the product solving and how is that benefiting you?
When people ask me for help as I am walking around and working on another issue I tend to forget by the time I get back to my office. Zendesk gives me a place to refer employees to so I can have a list of help requests and status of them in one place.
Legal Services
Robust KC Guides, Fast Support, and Effortless Ticket Management
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
The KC guides are robust, and if they KC guides dont have the answer their support is very quick and helpful
The ability to connect with clients/users is incredibly helpful and the ease of use is top notch.
Ticket management is a breeze and tracking issues + customizability is awesome.
The ability to connect with clients/users is incredibly helpful and the ease of use is top notch.
Ticket management is a breeze and tracking issues + customizability is awesome.
What do you dislike about the product?
New feature releases are not clearly communicated and getting into ZenDesk is quite an undertaking if you are not familiar with the platform
What problems is the product solving and how is that benefiting you?
Client and email user communication. We use it for our Accounting and IT Help Desk platform, and additionally as a partial project management platform.
Level 2 also works out of ZenDesk to great success. We have not truly dove in the everything it can offer but the potential is massive.
Level 2 also works out of ZenDesk to great success. We have not truly dove in the everything it can offer but the potential is massive.
Paulyna R.
Reliable Foundation for Customer Service
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
What I like best about Zendesk is how efficiently it helps our team manage incoming ticket volume across channels. The macro capabilities and automated triggers significantly streamline repetitive tasks, allowing agents to resolve issues faster without sacrificing quality. The layout keeps customer context front and center, making queue distribution and daily workload management smooth and predictable.
What do you dislike about the product?
Building custom reports isn't always intuitive, and navigating the system without prior knowledge or formal training presents a bit of a learning curve. While much of this depends on individual user comfort and familiarity with complex administrative platforms, getting key metrics to display properly can require extra dedicated setup time.
What problems is the product solving and how is that benefiting you?
Zendesk solves the challenge of managing high-volume customer inquiries across separate channels by consolidating everything into one organized ticketing hub. It eliminates manual routing through automated triggers and standardized macros, while providing a central location for internal team workflows and SOPs.
How it benefits us:
-Boosts Agent Productivity: Cuts down resolution times by minimizing manual typing and system-switching.
-Drives Response Consistency: Keeps team messaging aligned across all customer interactions.
-Scales Operations Cleanly: Allows us to manage growing ticket queues smoothly without sacrificing support quality or context.
How it benefits us:
-Boosts Agent Productivity: Cuts down resolution times by minimizing manual typing and system-switching.
-Drives Response Consistency: Keeps team messaging aligned across all customer interactions.
-Scales Operations Cleanly: Allows us to manage growing ticket queues smoothly without sacrificing support quality or context.
Sebastian T.
Power users started answering questions faster than our own agents could
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
We turned on Gather, Zendesk's community forum piece, mostly as an experiment and didn't expect much from it. Turns out a handful of our most experienced customers just started answering other people's questions in there before we even saw the post, stuff about weird edge-case configurations that honestly would've taken one of our agents time to research anyway. Our self-service score, basically what percentage of people find an answer without ever filing a ticket, went up noticeably once the forum had enough activity to actually be useful as a search result.
What do you dislike about the product?
Unanswered posts just sit there with no real way to auto-escalate them into an actual ticket if nobody responds after a day or two, we've had a few questions go quiet in the forum that should've gotten pulled into support instead of being left hanging.
What problems is the product solving and how is that benefiting you?
Didn't expect random customers to become an actual support resource, but a few power users answering questions before we could has taken real pressure off the team, especially for the kind of niche questions that take longer to research than to just know from experience. The gap where unanswered posts don't automatically convert into tickets is a real one, we've had to manually check in on stale threads ourselves since there's no built-in nudge for that.
Alex M.
Instagram DMs stopped disappearing into someone's personal phone
Reviewed on Aug 30, 2026
Review provided by G2
What do you like best about the product?
A lot of our customers reach out through Instagram DMs first, and before this whoever managed our social account was fielding those separately from actual support tickets, so if that person was out, messages just sat unanswered. Now Instagram, WhatsApp, and Facebook messages all land in the same Agent Workspace as regular tickets, any available agent can pick it up instead of one specific person being the bottleneck. The unified customer profile thing has helped too, someone DMs on Instagram then later emails about the same issue, and it's linked as the same person instead of looking like two separate customers.
What do you dislike about the product?
Got a few duplicate customer profiles early on, someone messaged from Instagram once and email another time, and the system didn't always realize it was the same person unless the contact info matched exactly.
What problems is the product solving and how is that benefiting you?
Not having one person as the single point of failure for social DMs has made response times a lot more consistent, agents just pick up whatever's in the queue regardless of channel now. Linking the same customer across channels has also stopped a few awkward moments where an agent had no idea someone had already reached out through a different platform. The duplicate profile issue needs occasional manual merging on our end, but it's a minor cleanup task compared to the mess before.