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
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Customer reviews
David A.
Organized, Efficient Customer Support with Powerful Automation in Zendesk
Reviewed on Jun 04, 2026
Review provided by G2
What do you like best about the product?
What I like most about Zendesk for Customer Service is how organized and efficient it makes our customer support operations. The ticketing system is intuitive and easy to manage, and it helps our team respond to players quickly across multiple channels. I also appreciate the automation tools, macros, and analytics features, which save time and help improve the overall quality of our responses. The interface feels clean and reliable, and it scales well for both small teams and larger support environments.
What do you dislike about the product?
One downside of Zendesk for Customer Service is that some of its more advanced customization and automation features can feel complicated for newer users and may require additional setup time. Some integrations and premium capabilities are also locked behind higher-tier plans, which can get expensive as teams scale. On top of that, the interface can occasionally feel overwhelming when you’re managing a large volume of tickets or multiple workflows at the same time.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps us address challenges like handling high volumes of customer inquiries, keeping support workflows organized, and maintaining quick response times. By centralizing tickets from multiple channels into a single platform, it’s easier for our team to track, prioritize, and resolve player support requests efficiently. As a result, communication has improved, response delays have decreased, and we’re able to deliver a more professional, consistent support experience for our community.
Gail D.
Hard-to-Use Reporting, Tired UI, and No Love for B2B Customers
Reviewed on Jun 03, 2026
Review provided by G2
What do you like best about the product?
Zendesk is very configurable, though I struggle to think of what I *like* about Zendesk. I found the reporting tool in particular to be very difficult to use. Their AI offerings felt bolted on versus integrated, and their integrations didn't work particularly well. Support was not timely. Pricing was not competitive. This is why we moved to another tool.
What do you dislike about the product?
Please see the previous comment. My team provides B2B support, and Zendesk felt mainly focused on innovations that improved the experience for B2C, so it became less and less useful of a tool over the last few years.
What problems is the product solving and how is that benefiting you?
We're a B2B support team for a SaaS company. Zendesk was our support ticketing system for 15+ years.
Hospital & Health Care
Highly Customizable, Scalable Zendesk That’s Easy to Use and Integrates Seamlessly
Reviewed on Jun 02, 2026
Review provided by G2
What do you like best about the product?
Zendesk is highly customerizable and scalable. With Triggers and automations you can tailor it to your individual brand and drive efficiency.
The UX is clear and easy to use - most people can learn to operate at a junior admin level with little to no training.
It's got a whole marketplace of integrations allowing you to integrate your existing techstack, out of the box.
The UX is clear and easy to use - most people can learn to operate at a junior admin level with little to no training.
It's got a whole marketplace of integrations allowing you to integrate your existing techstack, out of the box.
What do you dislike about the product?
The support can vary quite significantly based on the size of your business. Often find that if you do not pay for their specialised team you may struggle to get the speed of response you need to keep.
Lots of things are paid add-ons
Lots of things are paid add-ons
What problems is the product solving and how is that benefiting you?
Making it easier for us to service out customers on a daily basis across call, emails and live chat.
Gives us clear reporting and data to inform decisions and ultimately improve our customer experience.
Gives us clear reporting and data to inform decisions and ultimately improve our customer experience.
Akash E.
Efficient Ticket Management, Yet Pricey
Reviewed on May 30, 2026
Review provided by G2
What do you like best about the product?
I find Zendesk for Customer Service to be user-friendly and efficient, especially when it comes to ticket management. It makes it easy to track customer issues, prioritize requests, and collaborate with team members. The reporting and automation features are a big plus, as they help save time and improve response times, leading to a better customer experience. The reporting features provide clear visibility into support performance, helping us make better decisions, while the automation features reduce manual work and improve efficiency. Additionally, I appreciate how the platform scaled well for our support team as the business grew, allowing us to manage customer inquiries efficiently.
What do you dislike about the product?
While Zendesk is a powerful platform, some advanced features can be complex to set up and may require additional training for new users. The pricing can also become expensive as more users and add-ons are added. I would also like to see more flexibility in customization and simpler configuration options for certain workflows and reports.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to manage inquiries and support tickets, reducing missed tickets and delays. It improves team communication and ticket tracking, enhancing customer support. The automation and reporting features save time, improve response times, and provide insight into performance for better decision-making.
Deeksha R.
Flexible and User-Friendly with Effective Macros
Reviewed on May 29, 2026
Review provided by G2
What do you like best about the product?
I find the macros in Zendesk for Customer Service really helpful while documenting, and I appreciate the flexibility it offers by having most of the required options to log a ticket. The initial setup was very easy.
What do you dislike about the product?
Nothing for now
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to solve hardware issues. Macros help with documentation and flexibility ensures I have the necessary options to log tickets.