Zendesk

HQ: United States
Founded Year: 2007
Phone: 1-888-851-9456
Company Type: Privately Held
Category: Help Desk
This is CXSpy's primary classification of the Zendesk software. The software may fit other categories as well.
Type: platform
CXSpy classifies CX software in one of two types (a platform or a tool). This is our view of the Zendesk software.

Description:Zendesk is an AI-first service platform built around the Zendesk Resolution Platform and self-learning AI agents. The product unifies customer and employee requests across email, messaging, live chat, phone, social, and the help center so teams resolve issues rather than just close tickets. Core products include Customer Service, Employee Service, Contact Center, AI agents, Copilot, quality assurance, and workforce management. Buyers use Zendesk to route work, attach knowledge, automate actions across connected systems, and score both human and AI agents. The company markets a 1,800-plus app Marketplace and enterprise security and AI governance. Zendesk publishes seat-based Suite pricing starting at $19 per agent per month (Support Team, billed yearly) and higher Suite and add-on SKUs for AI, workforce engagement, and contact center. The vendor states that more than 80,000 companies choose Zendesk for AI service. Zendesk was founded in Copenhagen in 2007, is headquartered in San Francisco, and has been privately owned by Hellman & Friedman and Permira since a 2022 take-private. In 2025–2026 it acquired Local Measure, HyperArc, Unleash, and Forethought to deepen AI agents, voice automation, and employee service search.

Zendesk Help Desk Software

About Zendesk

Zendesk, Inc. is a San Francisco–headquartered customer and employee service software company founded in Copenhagen in 2007 by Mikkel Svane, Alexander Aghassipour, and Morten Primdahl. It sells an AI-first Resolution Platform that combines ticketing, messaging, voice, knowledge, AI agents, Copilot, QA, and workforce management for support and contact-center teams. Buyers use it as a shared inbox that grew into an omnichannel service system, with public per-agent Suite plans plus consumption for some AI and voice features. Hellman & Friedman and Permira took the company private in November 2022 for about $10.2 billion; it no longer trades (formerly NYSE: ZEN). In 2025–2026 Zendesk bought Local Measure, HyperArc, Unleash, and, in March 2026, Forethought to accelerate self-improving AI agents and voice automation. Headquarters is listed at 181 Fremont Street, San Francisco.

Zendesk Features

1. Zendesk Resolution Platform — Unifies conversations, context, and workflows so service teams deliver resolutions rather than ticket closures.

2. AI agents — Agentic AI that Zendesk says can resolve complex issues across channels by reasoning, taking actions, and improving without scripted flows.

3. Copilot and Auto Assist — Proactive AI assistance that suggests next steps, drafts replies, and helps admins optimize operations.

4. Omnichannel ticketing and routing — Email, messaging, live chat, phone, social, and help center in one system with skills-based and omnichannel routing.

5. Knowledge and Action Builder — Connected knowledge plus low-code multi-step actions across Zendesk and third-party systems.

6. Quality assurance — Automatic scoring of human and AI agent work to improve service over time.

7. Workforce Management — AI-assisted forecasting, staffing, and agent scheduling.

8. Marketplace — 1,800-plus apps, partners, and integrations cited on the official site.

Zendesk Pricing

Public 2026 vendor rate card is seat-based with annual discount. Support Team $19/agent/month (yearly); Suite Team $55; Suite Professional $115; Suite Enterprise + Copilot is sales-quoted. Add-ons listed: Copilot $50/agent/month, Workforce Engagement Bundle $50/agent/month, Contact Center $83/agent/month (yearly). Some features (App Builder, Action Builder, Voice) are usage-billed above plan allowances. AI-agent pricing is described separately; contact sales for enterprise and Forethought. Never treat these as the only billable items.

Zendesk Socials