Zendesk
zendesk.com/chatBuild Difficulty: 5/5
Build a working replacement in a weekend with AI tools
Live chat software for automated resolutions across multiple channels
How to Replace ZendeskOverview
Features
20 features across 16 categories
AI(3)
Resolve 80%+ of complex issues with the most autonomous AI agents in service - built to reason, adapt, and take action
24/7 AI-powered agents that resolve customer issues automatically
Proactive AI-powered assistance that automates tasks, recommends next steps, and keeps teams productive with contextual insights
Agent Tools(1)
Single workspace giving agents access to customer history, conversation context, and relevant tools in real time
Analytics(1)
Track and monitor website visitor activity for proactive support
Automation(1)
Flexible automation features including triggers and macros to streamline repetitive workflows
Chat(1)
Customizable chat widget for website integration
Contact Center(1)
Power complex contact centers with ease of use and flexibility
Integrations(1)
1,700+ pre-built apps and integrations available, plus ability to build custom integrations via developer API
Localization(1)
Support for multiple languages in the platform and customer interactions
Messaging(1)
Support across multiple channels including chat, voice, email, social messaging, WhatsApp Business, and business text messaging
Quality Management(1)
Automatically evaluate 100% of conversations across human and AI agents and detect risks and coaching opportunities
Reporting(1)
Real-time performance metrics and conversation analytics to track activity and measure support performance
Routing(1)
Intelligent routing directs conversations to the right agents based on availability and skills
Security(2)
Advanced, customizable layer of data protection to meet unique security needs
Enterprise-class security features with comprehensive audits to ensure customer and business data protection
Self-Service(1)
Self-service help center with AI-driven article suggestions to reduce ticket volume and improve resolution times
Ticketing(1)
Ticket management and organization for customer requests
Workforce Management(2)
Combined Zendesk Workforce Management and Zendesk Quality Assurance at a discounted bundle rate
Manage teams with real-time and historical performance monitoring, AI-powered forecasting, and automated scheduling
Pricing
Suite Professional + Copilot
- ✓Unlimited Copilot access
- ✓All Suite Professional features
- ✓AI agents
- ✓Omnichannel routing
- ✓Unified agent workspace
- ✓1,700+ integrations
Suite Enterprise + Copilot
- ✓Unlimited Copilot access
- ✓All Suite Enterprise features
- ✓Advanced AI capabilities
- ✓Priority support
- ✓Custom configurations
Copilot Add-on
- ✓Proactive AI-powered assistance
- ✓Task automation
- ✓Next step recommendations
- ✓Contextual insights
Quality Assurance Add-on
- ✓100% conversation evaluation
- ✓Risk detection
- ✓Coaching opportunities
- ✓Human and AI agent analysis
Workforce Management Add-on
- ✓Real-time performance monitoring
- ✓Historical performance tracking
- ✓AI-powered forecasting
- ✓Automated scheduling
Advanced Data Privacy and Protection Add-on
- ✓Advanced data protection layer
- ✓Customizable security
- ✓Enhanced compliance
Contact Center Add-on
- ✓Complex contact center support
- ✓Enhanced flexibility
- ✓Enterprise features
Workforce Engagement Bundle
- ✓Zendesk Workforce Management
- ✓Zendesk Quality Assurance
- ✓Discounted bundle rate
Cost Calculator
Pricing data not available for Zendesk. Check their website for current pricing.
Build vs Buy
Should you build a Zendesk alternative or buy the subscription? Estimate based on 20 features.
Buy Zendesk
Better ValueBuild Your Own
Buying Zendesk saves ~$18,480 over 3 years vs building.
Estimates based on 20 features and a BuildScore of 5/5. Actual costs vary.
Integrations
6 known integrations