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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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
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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
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
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
No
No
No
Customer reviews
Hospital & Health Care
Easy to use and adds value right away
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
visibility into support for patients and allows proper tracking against SLAs. Integration with Salesforce. AI agent and autonomous resolution capabilities, especially with the chatbot that is now live on our website.
What do you dislike about the product?
Ease of use with the AI agents... especially the advanced AI agent. seems difficult to stand up and need a lot of support from Zendesk resources. Should be more user friendly.
What problems is the product solving and how is that benefiting you?
Providing a platform for centralized support that includes tracking and consistency.
Treana A.
Grows with you
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
I like the way that Zendesk grows as you grow. While Zendesk has many modules that are amazing if you are just starting out they have scaled down version that is still very good and applies to what you need. As you grow and your needs grow they allow you to scale so it does not feel like a one size fits all solution.
What do you dislike about the product?
Building some of the flows and understanding the triggers can be time consuming but once everything is setup it works out great.
What problems is the product solving and how is that benefiting you?
It is solving a ticketing system that allows for direct use across all disciplines. It is a single source place that every department can use to support the end user. It also acts as a knowledge base place to find quick reference and data.
Stefanos K.
Flexible CS Team Scaling That Grows with Your User Base
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
It's very flexible when it comes to scaling your CS team, depending on your total user base.
What do you dislike about the product?
Poor AI implementation and it attempts to parcel out and bill too many features separately. Zendesk is slowly course correcting on this, but they push customers to build their own tools and solutions internally.
What problems is the product solving and how is that benefiting you?
It allows us to automate the resolution of our biggest ticket drivers, resulting in industry leading handling and resolution times and on target csat.
Computer Software
It's ok
Reviewed on Jun 22, 2026
Review provided by G2
What do you like best about the product?
Lots of configuration options for automations and integrations, make it feasible to implement a lot of features and flows.
API is mostly good documented.
API is mostly good documented.
What do you dislike about the product?
Price. Limits. Logs.
Probably the worst Support I ever had to deal with.
But mostly, integrations are not great, there are a lot of options, but also a lot of missing options that in many cases makes me spin and external server with my own service to achieve some solutions.
Probably the worst Support I ever had to deal with.
But mostly, integrations are not great, there are a lot of options, but also a lot of missing options that in many cases makes me spin and external server with my own service to achieve some solutions.
What problems is the product solving and how is that benefiting you?
When I get it working, I automate a lot of integrations into my tickets which save a lot of time off my team, and help is deliver quicker solutions to our customers
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.