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.
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 |
Dimensions summary
You buy this per agent seat under a contract term. Four plan tiers set your base price: Suite Team covers support fundamentals, Suite Growth handles rising volumes, Suite Professional adds collaboration and operations tools, and Suite Enterprise delivers features for scaled, personalized service. Each tier adds capabilities over the one below it. Two usage dimensions cover extra fees agreed in your Master Service Agreement or Service Order. These bill on top of your base plan for consumption or add-ons beyond what your tier includes.
Top-of-mind questions for buyers
One unit is one agent seat, billed per agent under your contract term. An agent is a team member who handles and resolves tickets. You pay for the number of seats you need at your chosen tier's rate. Light agents with limited access are handled separately.
Your base plan cost comes from your chosen tier multiplied by agent seats. The two additional usage dimensions bill separately on top of that. They cover consumption or add-ons beyond your tier's included allowances, agreed in your Master Service Agreement or Service Order. Both charges appear alongside your base subscription.
Certain features, like automated resolutions, action credits, and voice, include set allowances per plan. Usage beyond those allowances bills as additional usage fees under your Master Service Agreement or Service Order. Automated resolutions can be purchased as committed volume or pay-as-you-go. These consumption charges add to your per-seat base cost.
www.zendesk.com
Helpful?
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. 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
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10
In Contact Center
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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 applications for omnichannel engagement with voice engagement, studio and routing capabilities across multiple communication channels
AI-Powered Automation
AI-powered virtual agents, agent assist, AI trainer, and generative AI solutions integrated into the platform for automating customer service processes
Unified Analytics and Reporting
Common data model with live and explore standard reporting, dashboards, and customer experience analytics 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
Enterprise Integration Architecture
Open platform architecture with shared services, API access, studio functions, and pre-built connectors enabling rapid deployment and reduced time-to-value
Multi-Channel Messaging Support
Enables customer engagement across website, mobile app, social media channels including WhatsApp, Instagram, and Google Business Messages with unified messaging interface.
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 capabilities for automated distribution of conversations based on agent expertise and availability.
Advanced Analytics and Reporting
Provides advanced dashboard with team performance reports, agent availability reports, and CSAT survey capabilities for conversation metrics and quality assessment.
Conversation Management and Automation
Offers auto-resolve functionality, advanced automations, live translation, business hours configuration by groups, and conversation APIs for context-driven messaging experiences.
Standard contract
No
No
No
Customer reviews
Larissa W.
Great portal for customers- easy to edit and access for admin/users
Reviewed on Sep 23, 2026
Review provided by G2
What do you like best about the product?
I love being able to showcase all the FAQs for my website, and keep up with our latest live demos. I can easily access the URLs for the articles I create so I can share with travel advisors via email when they have questions.
What do you dislike about the product?
Make it easier to arrange articles. Also have templates that I can use to make my zendesk appear more organized.
What problems is the product solving and how is that benefiting you?
A place to keep our help tab organized and easily accessible to our clients
Rose N.
Zendesk is Great
Reviewed on Sep 22, 2026
Review provided by G2
What do you like best about the product?
Works seamlessly with Shopify, allows us to complete actions like refunds directly in Zendesk, we can view and open their Shopify account directly from Zendesk. It also has fast and easy to use macros and shortcuts. There are never any connection or technical issues.
What do you dislike about the product?
At the moment we need Zendesk refresher to make sure email tickets show as soon as they are submitted.
What problems is the product solving and how is that benefiting you?
Serves as the inbox for all of our customer service inquiries. This means we can have 3 seats and there is always someone monitoring. Allows us to provide customers with multiple ways of contacting us (call, chat, email)
Information Technology and Services
Flexible and Powerful Platform for Modern Customer Service
Reviewed on Sep 22, 2026
Review provided by G2
What do you like best about the product?
What I like most about Zendesk is the high flexibility and extensibility of the platform. Through APIs, custom apps, triggers, automations, and numerous integrations, Zendesk can be very well adapted to different business processes and requirements.
I also find it particularly positive that support, messaging, reporting, and automation come together on a central platform. Even with more complex setups, administration remains comparatively clear, and many processes can be configured without significant development effort. For more individual requirements, Zendesk also offers very good options for technical expansion.
I also find it particularly positive that support, messaging, reporting, and automation come together on a central platform. Even with more complex setups, administration remains comparatively clear, and many processes can be configured without significant development effort. For more individual requirements, Zendesk also offers very good options for technical expansion.
What do you dislike about the product?
One disadvantage is that Zendesk can quickly become confusing with more complex requirements. Many functions are distributed across different areas in the Admin Center, making configuration sometimes cumbersome.
Additionally, some advanced features are only available in higher packages or as additional add-ons. Even with complex automations, reporting requirements, or individual integrations, you sometimes reach the limits of the standard functions and need workarounds or custom developments.
The documentation is generally good but could be more detailed and practical for new or more complex features.
Additionally, some advanced features are only available in higher packages or as additional add-ons. Even with complex automations, reporting requirements, or individual integrations, you sometimes reach the limits of the standard functions and need workarounds or custom developments.
The documentation is generally good but could be more detailed and practical for new or more complex features.
What problems is the product solving and how is that benefiting you?
Zendesk helps us centrally manage customer inquiries from various channels and efficiently structure support processes. Through automations, triggers, SLAs, and routing, many manual tasks can be reduced, and inquiries can be quickly forwarded to the right teams.
Another major advantage is the ability to flexibly adapt Zendesk to different business processes and connect it with existing systems via APIs or custom apps.
This results in more transparent processes, better traceability of customer inquiries, and the ability to efficiently and scalably map larger support structures.
Another major advantage is the ability to flexibly adapt Zendesk to different business processes and connect it with existing systems via APIs or custom apps.
This results in more transparent processes, better traceability of customer inquiries, and the ability to efficiently and scalably map larger support structures.
Higher Education
Clarity, Automation and Control to Customer Service
Reviewed on Sep 21, 2026
Review provided by G2
What do you like best about the product?
What I like best about Zendesk is that it gives us a much clearer, more joined-up view of customer service. We’ve moved away from fragmented shared inboxes and manual processes towards a single platform where we can manage enquiries, route work intelligently, automate repetitive tasks and see what is happening across the service.
The combination of automation, AI, knowledge management, reporting and omnichannel support is particularly valuable. It means we can automate the repeatable while giving our teams more time to focus on the complex or emotional interactions where a human response really matters.
For us, the biggest benefit is the visibility and control it provides. We can see demand, identify bottlenecks, set service standards and use data to continually improve the customer experience rather than simply reacting to whatever lands in an inbox.
The combination of automation, AI, knowledge management, reporting and omnichannel support is particularly valuable. It means we can automate the repeatable while giving our teams more time to focus on the complex or emotional interactions where a human response really matters.
For us, the biggest benefit is the visibility and control it provides. We can see demand, identify bottlenecks, set service standards and use data to continually improve the customer experience rather than simply reacting to whatever lands in an inbox.
What do you dislike about the product?
The main challenge is that Zendesk is a powerful platform, so there can be a fairly steep learning curve when you're first getting started. There are lots of configuration options, which is a strength, but it can also make it difficult to know the best way to structure workflows, views, automations and reporting for your particular organisation.
We've also found that getting the most value from the platform requires some upfront thought and ongoing optimisation. It isn't simply a case of switching it on and expecting everything to work perfectly out of the box. That said, the flexibility is ultimately useful once you understand how you want to use the platform.
We've also found that getting the most value from the platform requires some upfront thought and ongoing optimisation. It isn't simply a case of switching it on and expecting everything to work perfectly out of the box. That said, the flexibility is ultimately useful once you understand how you want to use the platform.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us solve the problem of fragmented customer service across multiple shared inboxes, teams and channels. Previously, it was difficult to get a complete picture of demand, ownership and performance, and too much of our service depended on manual processes.
Zendesk gives us a single place to manage customer interactions, with clearer ownership, routing, SLAs, automation and reporting. This is helping us reduce manual administration, improve visibility of backlogs and service performance, and make it easier for colleagues to work consistently across different types of enquiries.
The biggest benefit is that it gives us the foundations to move from reactive customer service to a more structured, measurable and proactive approach. We're also able to use automation and AI for repetitive interactions while keeping our people focused on enquiries where customers need a more personalised response.
Zendesk gives us a single place to manage customer interactions, with clearer ownership, routing, SLAs, automation and reporting. This is helping us reduce manual administration, improve visibility of backlogs and service performance, and make it easier for colleagues to work consistently across different types of enquiries.
The biggest benefit is that it gives us the foundations to move from reactive customer service to a more structured, measurable and proactive approach. We're also able to use automation and AI for repetitive interactions while keeping our people focused on enquiries where customers need a more personalised response.
Airlines/Aviation
Falling behind the competition.
Reviewed on Sep 18, 2026
Review provided by G2
What do you like best about the product?
The ticketing is solid. Routing, macros, SLAs, the agent workspace all work well and setup is quick. If you just need a help desk, it does the job.
What do you dislike about the product?
Zendesk pitched itself as a full customer experience platform, and it isn't one. They shut down Sell, their sales/CRM product, which says a lot about where they're headed: support only, backing away from anything bigger. Not great if you signed up expecting more.
The CRM side was never strong to begin with. Next to HubSpot or Salesforce it feels like a support tool with some CRM fields tacked on, not something built for sales work. If you need support and sales together, this isn't it.
AI and the knowledge base lag the market too.
The CRM side was never strong to begin with. Next to HubSpot or Salesforce it feels like a support tool with some CRM fields tacked on, not something built for sales work. If you need support and sales together, this isn't it.
AI and the knowledge base lag the market too.
What problems is the product solving and how is that benefiting you?
It's centralizing support requests that used to come in through email, phone, and random inboxes into one queue.