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
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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 |
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
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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
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In Contact Center, CRM, IT Business Management
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In Contact Center
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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 omnichannel engagement applications including voice engagement, studio and routing capabilities for customer interactions across multiple channels
AI-Powered Automation
AI-powered virtual agents, agent assist, AI trainer, and generative AI solutions for automating customer service processes and enhancing agent capabilities
Unified Analytics and Reporting
Integrated customer experience analytics with live and explore standard reporting, dashboards, and workflows 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
API Access and Extensibility
API access and open platform architecture with a common data model enabling custom integrations and extensions
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
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Customer reviews
Marketing and Advertising
Powerful customer support tools for small teams
Reviewed on Aug 27, 2026
Review provided by G2
What do you like best about the product?
The platform UI is easy to navigate. Training new agents on how to use Zendesk is always extremely easy. The keyboard shortcuts make responding to customer tickets fast and efficient. Zendesk Knowledge is also a fantastic platform for building and maintaining a self-service option for customers to find their own answers. We paid the Zendesk knowledge Help Center we built with a widget that we embedded right into our website and it reduced the number of support tickets we received.
What do you dislike about the product?
The AI tools feel clunky at the moment, all of the Zendesk AI tools we've tried at our organization have not lived up to our expectations after reading Zendesk's documentation.
What problems is the product solving and how is that benefiting you?
Compared to other platforms I've used, Zendesk was easier to set up and use. It's also really nice that you can purchase a suite of products and know the price in advance. Some other platforms make you pay for additional services later, with Zendesk we knew ahead of time exactly what we were getting for the price we paid.
John N.
Support tickets stopped quietly missing our response time promises
Reviewed on Aug 27, 2026
Review provided by G2
What do you like best about the product?
We tell customers on our website they'll hear back within a few hours, and before this we had zero real way to check if we were actually keeping that promise until a customer complained about it directly. Set up SLA policies tied to ticket priority, and now there's an actual dashboard showing whether we're hitting first reply targets instead of just hoping. When something's about to breach, it gets flagged and bumped up automatically instead of sitting quietly in a queue until someone notices.
What do you dislike about the product?
Figuring out the difference between what triggers can do versus what needed an automation instead took some trial and error, tried building an alert for "about to breach SLA" as a trigger a couple times before realising that specific check only works through automation, not triggers.
What problems is the product solving and how is that benefiting you?
We used to find out we'd broken our own response time promise only after a customer called it out, which isn't great way to run support. Having actual SLA tracking means we catch it before it becomes a customer complaint instead of after. The trigger versus automation confusion cost me an afternoon of troubleshooting, but once I understood the split, setting up the rest of the escalation rules went smoothly.
Linda T.
simple
Reviewed on Aug 26, 2026
Review provided by G2
What do you like best about the product?
The biggest upside of Zendesk for Customer Service is that it centralizes customer interactions into one organized system, making it easier for support teams to respond quickly and consistently.
What do you dislike about the product?
Need more tutorials, but then again I haven't browsed
What problems is the product solving and how is that benefiting you?
N/a
Retail
Solid Product but Missing Crucial Features
Reviewed on Aug 26, 2026
Review provided by G2
What do you like best about the product?
We’ve been using Zendesk to manage our customer service, and overall it’s been a great tool for keeping everything organized. It gives our team a single, central place to handle customer inquiries, track conversations, assign tickets, and make sure nothing slips through the cracks.
One of the biggest benefits is being able to see a complete history of each customer’s interactions all in one place. The automation and ticket management features also help us respond more efficiently and stay on top of a high volume of requests without losing context.
That said, there’s definitely a learning curve, especially given the number of features and customization options available. Once everything is set up properly, though, Zendesk makes day-to-day customer service management much easier. It’s helped us build a more organized and consistent support process, and I’d recommend it to businesses looking for a robust customer service platform.
One of the biggest benefits is being able to see a complete history of each customer’s interactions all in one place. The automation and ticket management features also help us respond more efficiently and stay on top of a high volume of requests without losing context.
That said, there’s definitely a learning curve, especially given the number of features and customization options available. Once everything is set up properly, though, Zendesk makes day-to-day customer service management much easier. It’s helped us build a more organized and consistent support process, and I’d recommend it to businesses looking for a robust customer service platform.
What do you dislike about the product?
It does not play nicely at all with other ticketing systems. Other systems insert the ticket id into the subject but zendesk does not allow this which results in new tickets being created on the other side for every message sent. Major issue if dealing with other businesses. They need to handle this properly or we might need to switch platforms inspite of everything else
What problems is the product solving and how is that benefiting you?
It is a streamlined and efficient way to interact with customers
Consumer Goods
Zendesk Review
Reviewed on Aug 25, 2026
Review provided by G2
What do you like best about the product?
It does a good job of tracking tickets and reporting
What do you dislike about the product?
It could do a better job with integrating with outside software
What problems is the product solving and how is that benefiting you?
It is helping with our ticket and interaction management. It helps