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
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 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.
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.
- AI-Powered Contact Center: Modernize your voice support with a complete contact center solution built for the AI era, powered by Amazon Connect.s.
Details
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Buyer guide
Gain valuable insights from real users who purchased this product, powered by PeerSpot.
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.
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
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
AI-Powered Automation
AI agents capable of handling customer issues from start to finish with automated resolution capabilities
Multi-Channel Support
Support across web, social, and mobile channels with unified agent workspace for centralized conversation management
Knowledge Management System
Knowledge graph and knowledge management capabilities for organizing and accessing customer service information
Integration Ecosystem
Over 1,200 pre-built integrations with native AWS connectivity and custom integration configuration tools
Real-Time Analytics and Reporting
Built-in analytics, real-time reporting, and measurement 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
No
No
Customer reviews
Health, Wellness and Fitness
Accurate Customer Records and Agent Performance Tracking
Reviewed on May 09, 2026
Review provided by G2
What do you like best about the product?
Zendesk allows you to maintain accurate customer records and track communication over time.
What do you dislike about the product?
The application overall is extremely cumbersome which can lead to complicated and difficult training processes. Onboarding new agents takes an unusually lengthy amount of time.
What problems is the product solving and how is that benefiting you?
Mainly, Zendesk is an excellent tool for monitoring agent performance overall. You can easily track trends, identify outliers, and also correct course when needed.
Retail
Centralized Ticketing and Email Workflows, but the Interface Feels Outdated
Reviewed on May 08, 2026
Review provided by G2
What do you like best about the product?
Zendesk helped centralize customer support tickets. It also helped keep track of conversations and response history. It was useful for basic email workflows.
What do you dislike about the product?
The platform felt a bit outdated and less intuitive compared to other CS systems we looked at after Zendesk. Some workflows required too many clicks, and customization/integrations could be frustrating depending on the setup.
What problems is the product solving and how is that benefiting you?
Zendesk helped organize CS conversations and ticket history for a smaller customer base. It made it easier to manage incoming emails, track responses, and reduce missed customer inquiries.
Natasha F.
Unified Workspace That Streamlines Every Customer Interaction
Reviewed on May 07, 2026
Review provided by G2
What do you like best about the product?
It consolidates customer interactions from email, chat, social media, and phone into a single, unified workspace, making it easier to manage everything in one place.
What do you dislike about the product?
the "sticker price" is rarely what you actually end up paying. While the per-agent model seems straightforward, it scales quickly and hides several variables that make budgeting difficult.
What problems is the product solving and how is that benefiting you?
It solves the problem of “channel switching” by bringing email, chat, phone, and social media together in one unified workspace. The main benefit is that no ticket falls through the cracks, and agents can work significantly faster as a result.
Felipe V.
Clear Ticket View Makes Customer Support Easier
Reviewed on May 07, 2026
Review provided by G2
What do you like best about the product?
I like how Zendesk gives a clear view of each ticket, so it is easier to understand the customer’s issue and provide the right support.
What do you dislike about the product?
Sometimes Zendesk can feel a bit overwhelming because there are many features and settings to manage.
What problems is the product solving and how is that benefiting you?
It helps reduce confusion by keeping tickets, customer details, and communication history together. This benefits us by making support more efficient.
Azwar R.
Easy Dashboards That Keep Open Tickets on Track
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
Help track all open tickets and resolve them. Also easy to use dashboards.
What do you dislike about the product?
Some tickets get into the suspended folder and will not notify till you open them
What problems is the product solving and how is that benefiting you?
Tracking all open tickets and replying to customers within the SLA set by the business. Reports help us track the open/closed tickets monthly.