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    Zendesk Suite

     Info
    Sold by: Zendesk 
    Deployed on AWS
    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

    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

    Sold by

    Delivery method

    Deployed on AWS

    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.
    Financing for AWS Marketplace purchases

    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.

    1-month contract (4)

     Info
    Dimension
    Description
    Cost/month
    Suite Enterprise
    Deliver personalized customer experiences at scale
    $150.00
    Suite Team
    Get the CX fundamentals right
    $49.00
    Suite Growth
    Cost-effectively meet rising support volumes
    $79.00
    Suite Professional
    Improve collaboration and streamline operations
    $99.00

    Additional usage costs (2)

     Info

    The following dimensions are not included in the contract terms, which will be charged based on your usage.

    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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    We'd like to hear your feedback and ideas on how to improve this page.
    We'd like to hear your feedback and ideas on how to improve this page.

    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.

    Usage information

     Info

    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.

    Product comparison

     Info
    Updated weekly
    By Zendesk
    By Talkdesk
    By Freshworks Inc.

    Accolades

     Info
    Top
    10
    In Contact Center, CRM, IT Business Management
    Top
    10
    In Contact Center
    Top
    10
    In Contact Center, CRM

    Customer reviews

     Info
    AI generated sentiment from actual customer reviews on AWS and G2
    Reviews
    Functionality
    Ease of use
    Customer service
    Cost effectiveness
    Positive reviews
    Mixed reviews
    Negative reviews

    Overview

     Info
    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

    Security credentials

     Info
    Validated by AWS Marketplace
    FedRAMP
    GDPR
    HIPAA
    ISO/IEC 27001
    PCI DSS
    SOC 2 Type 2
    No security profile
    No security profile
    -
    -
    -
    -

    Contract

     Info
    Standard contract
    No
    No
    No

    Customer reviews

    Ratings and reviews

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    0 ratings
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    0 AWS reviews
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    6028 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Elisabete S.

    Daily use of Zendesk

    Reviewed on May 16, 2025
    Review provided by G2
    What do you like best about the product?
    Organization of tickets by platform and reports
    What do you dislike about the product?
    Organization of tickets by order of arrival and some limitations
    What problems is the product solving and how is that benefiting you?
    I can concentrate all the tickets from different platforms in one place, enabling greater organization and efficiency in service.
    Higher Education

    easiest more intuitive system to work with

    Reviewed on May 13, 2025
    Review provided by G2
    What do you like best about the product?
    As an admin, been able to control my system up to the minimum detail is the best Zendesk has, I have all type of communications linked to my system and agents have less tool to use, which helps with productivity.
    What do you dislike about the product?
    The new AI system, it is still too new and the intents' system is not really super easy to use based on our specific needs.
    What problems is the product solving and how is that benefiting you?
    Handling all type of communications with our users, from in-app support coming to our system, to reviews from app stores all in one place is the best way for the agents to not feel overwhelmed and using th intents, has help us to prioritize the more easy but important request to handle them first.
    Transportation/Trucking/Railroad

    “Streamlined Multichannel Support with Powerful Automation

    Reviewed on May 06, 2025
    Review provided by G2
    What do you like best about the product?
    Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across multiple channels like email, chat, and social media. I especially appreciate the automation and workflow tools—macros, triggers, and SLAs—that streamline repetitive tasks and ensure we stay responsive to customer needs. The integration with our CRM and third-party apps is seamless, allowing for a centralized view of customer interactions. Zendesk’s robust reporting also helps us track key metrics and continuously improve our support operations.
    What do you dislike about the product?
    I didn’t have a great experience with Zendesk’s own support team. Whenever I reached out for help, instead of providing direct assistance or walking me through a solution, they often just sent links to help articles. It felt impersonal and frustrating—especially when I was dealing with urgent or complex issues that weren’t easily solved by a knowledge base article.
    What problems is the product solving and how is that benefiting you?
    Zendesk Support Suite helps us manage all customer inquiries in one place, across email, live chat, and social media. This centralization has drastically improved our response times and reduced the chances of missing customer messages. The automation features—like ticket routing, SLAs, and canned responses—save our team time and help us stay consistent in how we handle requests. It’s also made it easier to monitor team performance and customer satisfaction through built-in reporting and CSAT surveys.
    Matt B.

    Solid reliable platform.

    Reviewed on May 02, 2025
    Review provided by G2
    What do you like best about the product?
    It's solid and reliable and easy to use.
    What do you dislike about the product?
    The help centre feels limited vs using a platform like Confluence with help documentation.
    What problems is the product solving and how is that benefiting you?
    Having a platform to manage internal ICT help desk tickets.
    Leisure, Travel & Tourism

    Zendesk feedback

    Reviewed on May 01, 2025
    Review provided by G2
    What do you like best about the product?
    I like that you can retrieve previous conversations with customers which date back - This has been very handy to search earlier notes or essential information that is useful for solving tickets.
    What do you dislike about the product?
    I dislike the way images and files are attached to the "tickets" It is sometimes difficult to retrieve images attached to the emails.
    What problems is the product solving and how is that benefiting you?
    Creating/deleting users, filtering inquiries into categories (Ticket Type) - has been beneficial to understand the type of inquiries we are receiving.
    View all reviews