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Zendesk: business software for small teams

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Zendesk helps you answer customers by starting with a customer service platform with ticketing, messaging, a knowledge base and AI agents for requests. It is best for support teams that handle a steady volume of customer emails, chats and calls. People also use it to automate repetitive work. A free trial is available.

Screenshot of Zendesk homepage
Homepage

What it does

Editorial note

Zendesk is a customer service platform. It turns emails, chats, messages and calls into tickets in one workspace, routes them to the right agent, and tracks performance in dashboards. AI agents answer common questions from your knowledge base, and Copilot helps human agents reply faster.

Who it’s for

Key use cases

What you can do with it

Zendesk gives support teams a shared help desk. Requests from email, web chat, messaging apps and phone arrive as tickets, routing rules send them to the right people, and macros and automations handle routine replies. Suite plans add AI agents that resolve requests on their own, a knowledge base, omnichannel routing and telephony. Professional and Enterprise add skills-based routing, IVR, AI triage and approval workflows.

Screenshot of Zendesk features page
Features

How to use Zendesk: step-by-step tutorial

Five to eight steps from the account to a first useful result. Where the official guide names a control, the step uses that name. Where it does not, the step stays general.

  1. Start the 14-day free trial at zendesk.com; no credit card is needed.
  2. Connect your support email address so emails become tickets.
  3. Add your team and create a few macros for common replies.
  4. Write help center articles for your most frequent questions.
  5. Turn on messaging and AI agents once your knowledge base is ready.

These steps follow the official guide: Zendesk pricing.

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Frequently asked questions

What is Zendesk used for?

Managing customer support: turning emails, chats, messages and calls into tickets, routing them, answering with AI agents and macros, and tracking performance.

What does the Zendesk trial include?

Zendesk says the 14-day trial gives you Suite Professional features by default, and AI access is available for evaluation.

Is there a Zendesk program for startups?

Yes. Zendesk for Startups offers early-stage startups a 6-month trial of the Zendesk Suite for up to 50 agents, by application.

Is Zendesk free?

There is no free plan, but there is a 14-day free trial. Support Team starts at $19 per agent a month paid yearly.

Pricing

Prices checked on the official pricing page.

Support Team

$19/agent/month paid yearly

Email ticketing, routing, prebuilt dashboards, macros, automations and triggers

Suite Team

$55/agent/month paid yearly

AI agents, AI knowledge base, omnichannel routing, messaging and live chat, telephony

Suite Professional

$115/agent/month paid yearly

Admin Copilot, AI app builder, writing tools, skills-based routing, IVR phone tree

Suite Enterprise + Copilot

Talk to sales

Intelligent triage, auto assist, generative AI for voice, approval workflows, sandbox

Copilot add-on

$50/agent/month paid yearly

AI assistance for agents

Screenshot of Zendesk pricing page
Pricing

Facts

Access
Free trial
Paid plans from
$19/agent/month paid yearly
Checked
Category
Category: Business and productivity tools (153 in the library).
On the record
Zendesk offers a 14-day free trial with no credit card required. By default the trial gives access to Suite Professional features.
Sources