Zendesk

Zendesk is a customer and employee service platform that has reorganized itself around AI agents. Tickets, chat, messaging, email, phone, social and help center requests flow through one system, and Zendesk's AI agents handle routine requests end to end, learning from each interaction through what the company calls a Resolution Learning Loop. It serves organizations from startups to large enterprises in retail, financial services, technology, healthcare and government, covering customer support, IT and HR service desks and contact centers. Capabilities include an AI agent builder that needs no code, voice AI for authentication and resolutions, quality assurance scoring across all interactions, knowledge base integration, omnichannel routing, an app builder, and analytics dashboards. Through its Forethought integration Zendesk also sells standalone AI agents that run on other help desks. Published prices are per agent per month on annual billing. Support Team is US$19 for email and ticketing, routing, dashboards and automations. Suite Team is US$55 and adds AI agents, a knowledge base, messaging, live chat and telephony. Suite Professional is US$115 with an admin copilot, app builder, skills based routing and IVR phone menus. Suite Enterprise with Copilot is quoted by sales and adds intelligent triage, approval workflows, a sandbox and custom agent roles. AI agents are included in every plan and billed per automated resolution, charged only when a request is resolved without escalation. Add ons include Copilot at US$50, a Workforce Engagement bundle at US$50 and Contact Center at US$83, each per agent per month.