Zendesk is a customer service platform built around a help desk, also called a ticketing system: software that turns every customer request into a ticket, a record that is tracked until the request is resolved. The Zendesk home page says that over 80,000 companies use it.
Requests arrive by email, messaging and live chat, phone and social media, and Zendesk brings them into one workspace. Routing assigns each ticket to the most qualified agent; agents see the customer's recent interactions and use pre-written responses and a knowledge base; automations and triggers handle routine steps; prebuilt dashboards report on ticket volume and agent performance. Zendesk AI agents answer and resolve requests on their own, and a Copilot assistant helps human agents. The Zendesk Marketplace lists over 1,800 apps, partners and integrations that a business installs into its Zendesk account; Zendesk also offers APIs for developers.
Zendesk is a hosted service sold as a subscription per agent per month, billed monthly or yearly, with a free trial.