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.
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.
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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 |
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
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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
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
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 unified agent workspace for complete customer context
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 continuous monitoring and improvement of service metrics
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
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Customer reviews
Information Technology and Services
Zendesk - Customer Support
Reviewed on Jun 17, 2026
Review provided by G2
What do you like best about the product?
Zendesk for Customer Service is a mature platform/ecosystem that can be depended on to handle even the most complex support operations. In my opinion, Zendesk is still positioned to be the de facto leader in this space.
What do you dislike about the product?
Some of the integrations with other products and add-ons within the Zendesk ecosystem are clunkier than would be expected. For example, user administration for ZD WFM is not a truly integrated experience which creates significant admin overhead. Another example is how you can't filter tickets within Zendesk Analytics based on ticket tag without first creating a custom attribute filter. There are many such workarounds that are required to get each product to be effective that seem like significant oversights.
What problems is the product solving and how is that benefiting you?
Zendesk Customer Service helps us manage tens of thousands of customer and user support requests a month in a single, unified platform.
Aja V.
A full-package, scalable support solution
Reviewed on Jun 17, 2026
Review provided by G2
What do you like best about the product?
Zendesk for customer service has provided the most comprehensive end to end solution for all our global needs. It's infinitely scalable, and customizable, making it a valuable tool regardless of the stage your business is in.
Native to Zendesk is every tool you could possibly want, but Zendesk maintains an incredibly user-friendly infrastructure that can plug in with any external vendor you may want to collaborate with.
Overall, what I like best is that if I can dream it up, I can build it in Zendesk - 99% of the time, without the help of a tech or dev team!
Native to Zendesk is every tool you could possibly want, but Zendesk maintains an incredibly user-friendly infrastructure that can plug in with any external vendor you may want to collaborate with.
Overall, what I like best is that if I can dream it up, I can build it in Zendesk - 99% of the time, without the help of a tech or dev team!
What do you dislike about the product?
Zendesk's pricing can be a little frustrating as many services are ala-carte. In addition, many require a "per agent" fee, regardless of whether the agent will be using that service.
They seem to be re-evaluating this process with new products, but worth a double check of your pricing options before signing.
They seem to be re-evaluating this process with new products, but worth a double check of your pricing options before signing.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to maintain a very large, multi-brand enterprise tool - easily. As the sole admin for our company, I'm able to maintain services for 50+ brands and help centers, using the enterprise tools available out of the box from Zendesk. I don't need to involve a tech team. If we need to change a workflow, or implement a new tool, I can easily do that in a few minutes and a few clicks.
Ease of use, in an otherwise challenging line of work, is a tremendous benefit!
Ease of use, in an otherwise challenging line of work, is a tremendous benefit!
Sarah W.
Most comprehensive tool for Customer Experience
Reviewed on Jun 17, 2026
Review provided by G2
What do you like best about the product?
The variety of native tools available to add efficiency to day-to-day support operations can’t be beat. It’s easy to navigate between features and quickly see where you can make improvements to what you’ve already built out. The agent interface is clean and intuitive, making it straightforward to find what you need and keep work moving.
What do you dislike about the product?
I’d love for someone to audit my account and make recommendations on how I can better utilize all of the tools. I wish there was a CRM tool as well.
What problems is the product solving and how is that benefiting you?
We had previously used standard email support. This was the tool we needed to evolve our customer experience. It was completely untrackable before we implemented Zendesk.
Katie W.
Everything all in one place
Reviewed on Jun 17, 2026
Review provided by G2
What do you like best about the product?
All emails in one place, anyone can jump in to assist, either leaving an internal note for the agent, or working with the customer.
What do you dislike about the product?
Omni-routing requires a lot of different triggers, but too many triggers does not allow for proper routing.
What problems is the product solving and how is that benefiting you?
When people go on PTO, anyone can pick-up where someone left off, allowing the agent to enjoy time off and not worry about work
Lisa M.
Great Complete CRM
Reviewed on Jun 17, 2026
Review provided by G2
What do you like best about the product?
ZenDesk is easy to use and the support at all levels is fantastic. We have people who understand our business and want to see us be successful. It is an easy to use platform with options like crazy and they just keep adding them. I am confident in my ability to make changes to the backend and if I cannot figure it out there is always someone there to help. It is an all in one system that means I can focus on my customers and doing business.
What do you dislike about the product?
I dislike that everything is an add-on. You have to purchase everything individually and it can get quite pricy. There are items like real-time reporting that should be included from the get-go but you have to pay to add it one. It feels like they just want to sell you another product rather than putting together plans that make sense for businesses. Some of the rules around SLAs and automation/triggers can be difficult to work with and many require doing odd things to make them work.
What problems is the product solving and how is that benefiting you?
We are solving having numerous business lines and departments working in one system. We are figuring out how to build forms that give us actionable data and help to identify issues that we can take to our internal departments to work to decrease customers' need to contact Support for help. We are also solving the problem of separating our customer's individual help centers so we can share information across items that apply to everyone and those that are customer specific.
Recommendations to others considering the product:
For the cost this is a great option for those looking for something that is had a to of options.