Customer service platform with ticketing and chat
Established support platform covering ticketing, live chat, knowledge base and voice.
Facts imported from public sources. Vendors can claim this listing and correct them.
Written and maintained by Zendesk. Everything above is our own editorial data.
Zendesk’s premise is that support is a queue problem before it is a conversation problem. Email, chat, phone, web form, WhatsApp and social messages all become tickets in the same workspace, with the same routing rules, the same SLAs and the same reporting.
That matters at volume. A five-person team can run a shared inbox; a fifty-person team cannot, and it is at that point that skills-based routing, macros, side conversations and a measurable first-response time stop being nice and start being the job. Small teams often find the product heavier than they need.
One queue for email, chat, voice, forms and messaging apps, with a shared history.
Skills-based assignment, business hours, escalation and breach alerts.
A public knowledge base agents can answer from and customers can search first.
Canned answers, triggers and automations for the repetitive nine-tenths of a queue.
First response, resolution time, CSAT and volume by channel — the metrics support is judged on.
A large app marketplace, a documented API and a sandbox on higher tiers.
Often, yes. Below roughly ten agents the routing and SLA machinery is the part you configure and never use. The break-even is volume and channel count, not company size.
Per agent per month, with tiers that gate routing, sandboxes, custom roles and advanced reporting. Voice minutes and some add-ons bill separately.
The agent interface and the help centre support Polish content. Vendor-provided support in Polish is a separate question — see the facts table above.
Products in the same category that overlap on the facts we track. Ranked by similarity, then by review weight.
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Based on 4 reviews · 2 LinkedIn-verified
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[Sample] Sample Reviewer E · IT Administrator · 1000+ employees
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