Sold by: Zendesk
Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
Overview
As champions of customer service, Zendesk provides the complete customer service solution that's easy to use and scales with your business.
Trusted by over 160,000 businesses, Zendesk enables personalized and effortless conversational experiences across any channel and device. Setting your teams up for success with a powerful workspace that centralizes all conversations and empowers agents with the out-of-the-box tools they need to solve the issue at hand.
Powered by AWS, our open and flexible platform integrates with the rest of your tech stack, giving you a complete view of your customer with built-in analytics and automations. We have over 1,200+ pre-built integrations in our Marketplace, as well as the tools to create and configure custom experiences. 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
- AI-powered bots
- Knowledge management
- Unified agent workspace
- Routing and intelligence
- Pre-built and custom integrations
- Real-time reporting and analytics
Please DO NOT purchase via this public offer as we only support private offers through AWS Marketplace. For custom pricing, EULA, or a private contract, please contact AWS-Marketplace@zendesk.com , for a private offer.
Highlights
- Conversational experiences: Meet your customers where they are, providing support over messaging, live chat, social, email, or voice.
- Unified agent workspace: Manage and respond to customers from one unified workspace, with complete customer context-including 1,200+ pre-built integrations.
- Automations, Bots and intelligence: Built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity
Details
Features and programs
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 | $169.00 |
Suite Team | Get the CX fundamentals right | $55.00 |
Suite Growth | Cost-effectively meet rising support volumes | $89.00 |
Suite Professional | Improve collaboration and streamline operations | $115.00 |
Dimension | Cost/unit |
|---|---|
Additional usage fees as agreed upon in MSA | $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
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.
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
10
In Contact Center, CRM
AI generated sentiment 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
Multichannel Support
Provides support across web, social, mobile, messaging, live chat, email, and voice communication channels
AI-Powered Customer Service
Utilizes AI-powered bots and intelligent routing capabilities for automated customer interactions and task optimization
Agent Workspace Integration
Offers a centralized unified workspace with comprehensive customer context and over 1,200 pre-built integrations
Knowledge Management
Includes built-in knowledge management system for efficient information retrieval and customer support
Real-Time Analytics
Provides real-time reporting and analytics tools for performance tracking and business insights
Cloud Contact Center Platform
AI-powered cloud platform with native applications for omnichannel engagement, customer experience analytics, and workforce management
AI Capabilities
Advanced AI solutions including virtual agents, agent assist, AI trainer, and generative AI technologies
Integration Ecosystem
Comprehensive integration framework with 70+ out-of-the-box integrations and API access
Vertical-Specific Solutions
Purpose-built industry solutions with specialized workflows for Financial Services, Healthcare, and Retail sectors
Unified Management Interface
Single comprehensive platform with shared services, common data model, reporting, dashboards, and streamlined workflows
Intelligent Ticket Routing
Advanced routing mechanism that analyzes incoming customer issues and assigns tickets to agents based on skill and workload
AI-Powered Agent Assistance
Generative AI copilot providing guided assistance, productivity enhancements, and collaboration support for support agents
Automated Workflow Management
AI-driven automation capabilities that streamline ticket processing, reduce redundant tasks, and ensure comprehensive ticket tracking
Self-Service Knowledge Management
Scalable knowledge base with custom widgets and approval workflows to enable customer self-service and information discovery
Advanced Analytics and Insights
Proactive AI-driven analytics providing performance monitoring, next-best-action suggestions, and support operation optimization capabilities
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
No security profile
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Standard contract
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Customer reviews
Brady P.
Love the product, extremely frustrated with Account Management for the simplest of tasks.
Reviewed on Apr 21, 2025
Review provided by G2
What do you like best about the product?
Zendesk as a product is solid. The platform is feature-rich, stable, and integrates well into our tech stack. From a support operations standpoint, it does what we need.
However, the account management experience has been extremely disappointing. Communication is slow and unresponsive. Simple requests — like retrieving a copy of our contract — take multiple follow-ups and weeks to resolve. I'm currently 13 days and 8+ emails into a request and still don't have what I need. It's frustrating to be satisfied with the product but feel unsupported as a customer.
Anytime I need to deal with my Account Manager I already know I am going to end up frustrated, and this company is so big you can't find any managers or high level people to complain to or help get a resolve.
However, the account management experience has been extremely disappointing. Communication is slow and unresponsive. Simple requests — like retrieving a copy of our contract — take multiple follow-ups and weeks to resolve. I'm currently 13 days and 8+ emails into a request and still don't have what I need. It's frustrating to be satisfied with the product but feel unsupported as a customer.
Anytime I need to deal with my Account Manager I already know I am going to end up frustrated, and this company is so big you can't find any managers or high level people to complain to or help get a resolve.
What do you dislike about the product?
Account Management support is dismal at best.
What problems is the product solving and how is that benefiting you?
Allowing customers to easily reachout and get help with platform issues or questions.
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Retail
Overall a good tool
Reviewed on Apr 11, 2025
Review provided by G2
What do you like best about the product?
Zendesk has customizable and scalable solutions that any business could take advantage of. It's growing AI support will be a game changer in the coming future.
What do you dislike about the product?
Integral plans/features are locked behind a pay walls. Better pricing options should be made available.
Zendesk UI needs to be updated for agent use.
Zendesk UI needs to be updated for agent use.
What problems is the product solving and how is that benefiting you?
Ai copilot, providing assistance to agents to increase resolution times while maintaining quality
Eric A.
Consistent and reliable, able to integrate into a lot of apps. Reporting and automations are great.
Reviewed on Apr 10, 2025
Review provided by G2
What do you like best about the product?
I like the ability to integrate into a lot of apps, and the depth of the reporting tools
What do you dislike about the product?
honestly, i wish the Agent UI was more customizable on a per agent level
What problems is the product solving and how is that benefiting you?
intake, organization, and assignment of various internal IT Support issues
Tone N.
Ease and Flexibility; built by support people
Reviewed on Apr 09, 2025
Review provided by G2
What do you like best about the product?
The flexibility of the product and the facts that it works the was support professionals work.
What do you dislike about the product?
Sometimes I struggle why something is so hard to report on, like Orgs, or how to report on a negative, like 0 case submission, etc
What problems is the product solving and how is that benefiting you?
Management and action on requests is easier, reportable and trackable.
Benny R.
An effective support system
Reviewed on Apr 08, 2025
Review provided by G2
What do you like best about the product?
Easy to use and customize. Enables quick communication with all interested parties.
What do you dislike about the product?
The high pricing per seat makes it costly to include all those who need to be.
What problems is the product solving and how is that benefiting you?
Managing support ticket creation and their resolution.