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.
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Overview
As champions of customer service, Zendesk provides the complete customer service solution that's easy to use and scales with your business.
Trusted by over 160,000 businesses, Zendesk enables personalized and effortless conversational experiences across any channel and device. Setting your teams up for success with a powerful workspace that centralizes all conversations and empowers agents with the out-of-the-box tools they need to solve the issue at hand.
Powered by AWS, our open and flexible platform integrates with the rest of your tech stack, giving you a complete view of your customer with built-in analytics and automations. We have over 1,200+ pre-built integrations in our Marketplace, as well as the tools to create and configure custom experiences. 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
- AI-powered bots
- Knowledge management
- Unified agent workspace
- Routing and intelligence
- Pre-built and custom integrations
- 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.
- AI-Powered Contact Center: Modernize your voice support with a complete contact center solution built for the AI era, powered by Amazon Connect.s.
Details
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Buyer guide
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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
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
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
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10
In Contact Center
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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
AI-Powered Automation
AI agents capable of handling customer issues from start to finish with automated resolution capabilities
Multi-Channel Support
Support across web, social, and mobile channels with unified agent workspace for centralized conversation management
Knowledge Management System
Knowledge graph and knowledge management capabilities for organizing and accessing customer service information
Integration Ecosystem
Over 1,200 pre-built integrations with native AWS connectivity and custom integration configuration tools
Real-Time Analytics and Reporting
Built-in analytics, real-time reporting, and measurement insights for monitoring service performance and outcomes
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
Sean M.
Strong Platform for HOA Customer Service & Accountability
Reviewed on May 15, 2026
Review provided by G2
What do you like best about the product?
Zendesk helps our team stay organized, accountable, and responsive by centralizing communication, tracking tasks, and improving follow-up with our communities and homeowners.
What do you dislike about the product?
I think its pricey, but has definite value.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage high volumes of homeowner communication, track accountability, and ensure timely follow-up. It has improved organization, response times, transparency, and overall customer service across our communities.
Paul S.
Intuitive Setup with Strong Customer Interaction Features
Reviewed on May 15, 2026
Review provided by G2
What do you like best about the product?
I think the basic functions of the customer support tool are really intuitive. I've been using it for years with other companies. I feel like the setup process is actually pretty easy and intuitive, having set it up twice now for two different companies. I also appreciate utilizing the macros and reporting tools, which are probably the most common features I use as the customer experience manager. It integrates well with Shopify, which allows us to access customer order details quickly. Our agents use all of the other support features directly on a daily basis.
What do you dislike about the product?
I think Zendesk is adding a lot of new features, especially with all of the AI integrations and their copilot. I think that the way that they are set up is a little burdensome to actually onboard.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service solves our communication challenges by allowing agents in The Philippines to interact directly with customers through a unified portal, tracking various case types and channels, and integrates with Shopify for quick access to order details.
Claudia B.
Easy Customer Feedback Responses in One Place
Reviewed on May 15, 2026
Review provided by G2
What do you like best about the product?
I love that I can read the customers concerns or praises and respond to them.
What do you dislike about the product?
Nothing. I think it’s a great product for any business.
What problems is the product solving and how is that benefiting you?
It allows customers to voice their opinions or concerns about services or products they received from our company. This benefits us because we can analyze that feedback and correct issues or improve processes
Entertainment
Industry leaders getting bogged down by their own success
Reviewed on May 13, 2026
Review provided by G2
What do you like best about the product?
Zendesk is historically the industry leader from my knowledge. This means they really do have a lot of features and options available and the platform itself provides everything you would hope it would. Interconnection of a help centre, email and phone platform is a standard that Zendesk really has been at the forefront of. There's a lot of options for external integrations and plenty of developers who have added their own more niche input. There's also a large knowledge base of their own to draw from in helping you get set up and finding answers to questions.
What do you dislike about the product?
Unfortunately as the platform has ballooned it has become less easy to use. Some aspects are more clunky with hang ups from the extensive history of the software. This reflects particularly in reporting (analytics as it is now called). Metrics are hard to find and often give different results depending on your parameters where you'd expect them to be the same. Whilst ZD is embracing AI, it feels like their support has become far more robotic, whether this is due to the AI adoption or the extreme growth of the company and solution I could not say but when contacting a human be expected to be passed around departments for different answers, and for the humans to not actually parse your entire query (for example we have been switched to a higher bill as part of a regular up/downgrade cycle of our business with little warning and on trying to get htis sorted decided switching to SUite was for us, however the quote we were sent back included talk, which is included in suite... a bit of a lack of thoroughness.)
What problems is the product solving and how is that benefiting you?
We will shortly be leaving Zendesk as it's previous benefits of self service, a combined platform and no need for extraneous channels are being matched elsewhere in a way which suits our business more.
Computer Software
Zendesk Centralizes Conversations with Time-Saving Automation and Useful Reporting
Reviewed on May 13, 2026
Review provided by G2
What do you like best about the product?
Zendesk keeps all of your customer conversations—email, chat, and phone—in one place, so nothing slips through the cracks. It also has solid automation tools that take care of routing and follow-ups, which saves a ton of time on repetitive tasks. The reporting is genuinely useful too, since it helps you see how your team is performing and pinpoint where things could move faster.
What do you dislike about the product?
Setup can take a while initially but once it's up its extremely efficient
What problems is the product solving and how is that benefiting you?
It helps us meet our customer support needs by offering automated ticket management, which makes the overall customer experience much better.