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.
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Features and programs
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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.
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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 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
Sree K.
One Place to Manage IT Requests with Clear Ticket Tracking
Reviewed on Jul 26, 2026
Review provided by G2
What do you like best about the product?
What I like most is that it gives me a single place to manage all my internal IT requests. Whether I’m reporting an issue with my laptop, requesting software access, or asking for new hardware while working from home, everything is tracked through a ticket, so I always know where things stand.
I also appreciate being able to check the status of my requests without having to follow up with the IT team over chat or email. If they need more information, they can leave a comment on the ticket and I can reply right there. Keeping the entire conversation in one place makes it much easier to follow.
The interface is simple and doesn’t take long to learn. Creating a ticket is straightforward, and I can easily look back at previous requests whenever I need to confirm what was done or when something was approved.
Overall, it has made working with the IT team much smoother. Instead of wondering whether a request was received or who is handling it, I can just open the ticket and see the latest update.
I also appreciate being able to check the status of my requests without having to follow up with the IT team over chat or email. If they need more information, they can leave a comment on the ticket and I can reply right there. Keeping the entire conversation in one place makes it much easier to follow.
The interface is simple and doesn’t take long to learn. Creating a ticket is straightforward, and I can easily look back at previous requests whenever I need to confirm what was done or when something was approved.
Overall, it has made working with the IT team much smoother. Instead of wondering whether a request was received or who is handling it, I can just open the ticket and see the latest update.
What do you dislike about the product?
I don’t have any major complaints, but there are a few small areas that could be improved. At times, it isn’t immediately clear who is currently handling a ticket or when I should expect the next update, especially if the request has been sitting for a while. In those situations, I usually end up waiting until someone from the IT team responds.
I’ve also noticed that when a ticket has several comments, it can take a bit of scrolling to find a specific update. It would be helpful if important status changes or the most recent updates were easier to spot at a glance.
Aside from that, the overall experience has been smooth. Submitting requests is straightforward, tracking progress is easy, and having everything in one place is a big improvement over managing requests through emails or chat messages.
I’ve also noticed that when a ticket has several comments, it can take a bit of scrolling to find a specific update. It would be helpful if important status changes or the most recent updates were easier to spot at a glance.
Aside from that, the overall experience has been smooth. Submitting requests is straightforward, tracking progress is easy, and having everything in one place is a big improvement over managing requests through emails or chat messages.
What problems is the product solving and how is that benefiting you?
It’s made managing internal IT requests much easier, without having to rely on emails or chat messages. Whenever I have an issue with my laptop, need access to software, or want to request new hardware, I can raise a ticket and feel confident it’s been logged properly, rather than wondering whether someone has seen my message.
The biggest benefit for me is being able to track a request from start to finish. I can see when it’s assigned, whether the IT team needs more information, and when it’s resolved, all in one place. That visibility saves me from repeatedly following up just to get an update.
I also like having a clear history of my previous requests. If I need to refer back to an older issue or check when something was approved or completed, it’s easy to find. Overall, it’s made communication with the IT team more organized, reduced back-and-forth, and helped issues and requests get resolved in a more structured way.
The biggest benefit for me is being able to track a request from start to finish. I can see when it’s assigned, whether the IT team needs more information, and when it’s resolved, all in one place. That visibility saves me from repeatedly following up just to get an update.
I also like having a clear history of my previous requests. If I need to refer back to an older issue or check when something was approved or completed, it’s easy to find. Overall, it’s made communication with the IT team more organized, reduced back-and-forth, and helped issues and requests get resolved in a more structured way.
Ritesh B.
User-Friendly Automation, but Premium Features Can Get Pricey
Reviewed on Jul 22, 2026
Review provided by G2
What do you like best about the product?
I like the user friendly interface and powerful automation of Zendesk. It consolidates all customer interactions, making support more efficient and improving response times.
What do you dislike about the product?
Zendesk’s price can go up quite a bit with premium features. New users also have a learning curve for advanced customization and initial setup.
What problems is the product solving and how is that benefiting you?
With Zendesk for Customer Service we centralize and track support requests from healthcare professionals, researchers, students and other stakeholders on a single platform.
Ravindra N.
Unified Omnichannel Support with Powerful Automation and Analytics
Reviewed on Jul 22, 2026
Review provided by G2
What do you like best about the product?
What I like most about Zendesk is its unified workspace for managing customer support across multiple channels. It brings email, live chat, social media, phone, and messaging into a single interface, making it much easier to track conversations and deliver consistent support. Omnichannel support that centralizes customer interactions in one place. Powerful ticket management with automation, routing, and SLA tracking. AI-powered features for automating responses and assisting support agents. Comprehensive reporting and analytics to monitor team performance and customer satisfaction. Extensive integrations with CRM systems and third-party business applications. For me, the most valuable feature is the automation engine. Automated ticket routing, triggers, and macros reduce repetitive work, helping support teams respond faster and maintain consistent service quality. The biggest benefit is improved customer support efficiency. Zendesk streamlines ticket management, reduces manual effort, and enables teams to resolve customer issues more quickly while providing a better overall support experience.
What do you dislike about the product?
The biggest drawback is the complexity of initial setup. While Zendesk is highly customizable, configuring workflows, ticket routing, and automations to match business processes takes time and careful planning. The platform has a steep learning curve because of its extensive configuration and automation options. Pricing can become expensive as you add advanced features, AI capabilities, and additional agents.
What problems is the product solving and how is that benefiting you?
Zendesk solves the challenge of managing customer support requests from multiple channels in a single, organized system. Instead of juggling emails, chats, phone calls, and social media messages separately, it centralizes everything into one platform and automates much of the support workflow. Consolidates customer conversations from multiple channels into one workspace. Automates ticket routing, prioritization, and repetitive support tasks. Tracks SLAs to ensure timely responses and resolutions. Provides reporting and analytics to identify trends and improve team performance. Maintains a complete history of customer interactions, enabling faster and more personalized support. In my workflow, Zendesk helps ensure that no customer request is overlooked. Automated workflows reduce manual effort, while shared ticket visibility makes collaboration between support agents much smoother. Having all customer interactions in one place also makes it easier to resolve issues without asking customers to repeat information. The biggest benefit is improved support efficiency and a better customer experience. By streamlining ticket management and automating routine tasks, Zendesk helps teams respond faster, stay organized, and deliver more consistent service.
Anonymous
Ease with Some Key Limitations
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
I like the ease of writing messages in Zendesk for Customer Service and the clear visualization of customer history. This helps me ensure that the entire customer history is related to that specific email and that person. Additionally, I found the initial setup of Zendesk for Customer Service very easy.
What do you dislike about the product?
The integration with the translation tool, which comes with Zendesk itself, fails constantly and sometimes does not appear as available. Furthermore, I still think that the option to delay sending a message, in case I send a wrong message, should be reactivated, but it no longer appears for me.
What problems is the product solving and how is that benefiting you?
I can create users and proactively send emails to the client, as well as facilitate message writing and have a clear view of the history.
Logistics and Supply Chain
Slow Support and Hard to Reach—A CRM That Needs Stronger Customer Service
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
Nothing to ride home about. Never got live response always need to wait for their next response
What do you dislike about the product?
Slow, difficult to reach out to them. being a Customer Service CRM, customer service is their weakest point
What problems is the product solving and how is that benefiting you?
They couldn't solve a single issue I have raised. They will rather send an article which are mostly too long to go through and at times, irrelevant