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.
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 |
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
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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 unified agent workspace for complete customer context
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 continuous monitoring and improvement of service metrics
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
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Customer reviews
Abdallah M.
Reliable and Flexible Platform That Continues to Evolve
Reviewed on Jul 15, 2026
Review provided by G2
What do you like best about the product?
I like that Zendesk gives us one place to manage everything when it comes to customer interactions, processes, and support work. It has a lot of integrations and works well for our team, which makes it easy to fit into how we already operate. We created multiple tools that connect through Zendesk, like Sharepoint, Azure DevOps and more.
It's also trust worthy and rarely goes down.
I also like their Early Access Programs. It’s nice being able to see what’s coming, try things out early, and decide if we want to use new features before they’re fully rolled out.
It's also trust worthy and rarely goes down.
I also like their Early Access Programs. It’s nice being able to see what’s coming, try things out early, and decide if we want to use new features before they’re fully rolled out.
What do you dislike about the product?
Zendesk Talk is the area where I see the most opportunity for improvement. While it provides the basic functionality needed for an integrated phone system, it is not as advanced or feature-rich as some other tools available in the market.
What problems is the product solving and how is that benefiting you?
Previously, configuring or improving Zendesk often required searching through a large number of Help Center articles and determining how to set up each component individually.
With Admin Copilot, I can explain what I am trying to accomplish in plain language and receive guidance on how to move forward. This has made creating macros, triggers, workflows, and other administrative processes much faster, less painful, and more seamless. It saves time, reduces the amount of manual research required, and helps us make better use of the platform.
With Admin Copilot, I can explain what I am trying to accomplish in plain language and receive guidance on how to move forward. This has made creating macros, triggers, workflows, and other administrative processes much faster, less painful, and more seamless. It saves time, reduces the amount of manual research required, and helps us make better use of the platform.
Real Estate
ZenDesk Relate - Value Packed Opportunity
Reviewed on Jul 13, 2026
Review provided by G2
What do you like best about the product?
ZenDesk is a great product that our team uses daily to support our SaaS customers. ZenDesk Relate was an incredible conference. Not surprised this organization puts on a great in-person event based on my experience using their product and interacting with their team throughout the years.
What do you dislike about the product?
Our team members learn ZenDesk quickly and it just works 99.99% of the time. The potential to scale effectively with the help of AI is super encouraging too - all good things, no complaints.
What problems is the product solving and how is that benefiting you?
It's how we manage our call and email interactions with or customer's. Vital to our team success and scaling nicely as we grow!
Consumer Services
Zendesk or Zenbest
Reviewed on Jul 10, 2026
Review provided by G2
What do you like best about the product?
After 13 years of operation, our business has invested in a new communications system to manage all inbound and outbound customer interactions, replacing our existing CRM system.
Although we’re still in the build phase, we’re excited to see how this will revolutionise the way we communicate with our thousands of customers. We expect it to help us improve and meet our KPIs and SLAs, but more importantly, to ensure the end user feels supported throughout every interaction. Zendesk truly seems to have thought of everything—from the ease of administering the back-end system, to building and integrating key features without needing development work, right through to setting up automations that help the team work efficiently.
Zendesk also shows a strong understanding of both sides: what it’s like to be an agent and the complexities that come with the role, while also ensuring the customer view is clear, well-defined, and thoughtful. So far, we’re really enjoying our new tool and can’t wait to continue the journey and see how it transforms our business and customer experience.
Although we’re still in the build phase, we’re excited to see how this will revolutionise the way we communicate with our thousands of customers. We expect it to help us improve and meet our KPIs and SLAs, but more importantly, to ensure the end user feels supported throughout every interaction. Zendesk truly seems to have thought of everything—from the ease of administering the back-end system, to building and integrating key features without needing development work, right through to setting up automations that help the team work efficiently.
Zendesk also shows a strong understanding of both sides: what it’s like to be an agent and the complexities that come with the role, while also ensuring the customer view is clear, well-defined, and thoughtful. So far, we’re really enjoying our new tool and can’t wait to continue the journey and see how it transforms our business and customer experience.
What do you dislike about the product?
My only piece of feedback here, while not wholly negative, is that it has been tough to navigate. If you’re not looking to fully integrate your suite of systems with Zendesk, you may struggle to ensure it fits with how you operate.
For example, we weren’t looking to integrate with Salesforce right away (maybe in V2). However, it quickly became clear that tickets were being routed to the wrong team. If you have multiple teams that may deal with a specific tag (depending on where someone is in their journey), getting the routing right can be a real challenge.
We have overcome this, but it perhaps highlights that there are a lot of complexities in the organisational structure of a service business, and there isn’t a one-size-fits-all approach. Zendesk hasn’t necessarily accounted for all of that in the out-of-the-box product.
For example, we weren’t looking to integrate with Salesforce right away (maybe in V2). However, it quickly became clear that tickets were being routed to the wrong team. If you have multiple teams that may deal with a specific tag (depending on where someone is in their journey), getting the routing right can be a real challenge.
We have overcome this, but it perhaps highlights that there are a lot of complexities in the organisational structure of a service business, and there isn’t a one-size-fits-all approach. Zendesk hasn’t necessarily accounted for all of that in the out-of-the-box product.
What problems is the product solving and how is that benefiting you?
We’re still in the early stages, but I can already say this: the team’s hopes and dreams have come true. We know our job inside and out, and we understand the different situations we face with customers every day. We always knew how things could be improved, but our previous system just didn’t work in the way we needed it to. So far, Zendesk has ticked all of our boxes, and with launch only three weeks away, we’re not nervous—we’re genuinely excited.
Computer Software
Does the job
Reviewed on Jul 10, 2026
Review provided by G2
What do you like best about the product?
Basic ticket-handling is good. It’s fast and works without delays.
What do you dislike about the product?
The reporting and live stats could be better.
What problems is the product solving and how is that benefiting you?
Keeping track of tickets and their history.
Higher Education
Excellent Tracking with Helpful Public and Private Notes
Reviewed on Jul 09, 2026
Review provided by G2
What do you like best about the product?
I appreciate the way it tracks information, and the option to add both public notes and internal private notes. Those notes provide helpful context and insight when working toward resolving an issue.
What do you dislike about the product?
So far, I haven’t really discovered any downsides.
What problems is the product solving and how is that benefiting you?
We use it to track IT issues related to new-hire setups, terminations, access problems, and similar requests. It benefits us by serving as a reference manual we can look back on when we need solutions in the future.