Zendesk
UK SOFTWARE PROFILE
Zendesk
A service platform combining ticket operations, knowledge, multi-channel support and separately metered AI resolution.
One product. Different jobs.
Each score uses that category's criteria. Compare products within a category, rather than comparing scores across unrelated tasks.
AI agent platforms ↗
19–100/100 documented fit19% evidence coverageCompare in this category ↗Pricing & practicalities
Model your total cost ↗Published starting point
Customer service software
£15.00Support Team · agent/month · annual billing
VAT basis not stated
The current UK body lists £15/agent/month annually for Support Team and £45 for Suite Team. AI usage can cost extra.
Check current price ↗AI agent platforms
£15.00Support Team · agent/month · annual billing
VAT basis not stated
The current UK body lists £15/agent/month annually for Support Team and £45 for Suite Team. AI usage can cost extra.
Check current price ↗Consider before choosing
- AI resolutions and Copilot can introduce charges beyond agent seats.
- Check Suite versus Support plan scope before comparing entry prices.
Connected workflows
- App marketplace
- API
- Connected service systems
Confirm the integration's direction, permissions, plan and sync behaviour with the supplier.
BEHIND THE AI CLAIM
AI capabilities
AI agents resolve requests; Copilot drafts grounded responses, summarises cases and classifies intent.
Documented capabilities
- AI customer resolution
- Knowledge-grounded response suggestions
- Summaries and intelligent triage
Plans, limits & questions
- Resolution allowances depend on plan and agent count.
- Copilot and QA may be add-ons.
Feature-by-feature evidence
Customer service software — 20 scored checks
| Capability & demo question | Zendesk49–100/100 documented fit |
|---|---|
Core workflowShared inbox and tickets7.0 points availableAsk in the demoCreate a case from email and assign it without duplicate ownership. | ✓ Supported Support plans manage assigned tickets. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowCustomer interaction history7.0 points availableAsk in the demoShow the customer's previous conversations while handling the new case. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Core workflowAutomatic ticket routing7.0 points availableAsk in the demoAssign a ticket according to type, priority or team. | ✓ Supported Suite Professional supports skill-based routing. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base7.0 points availableAsk in the demoPublish an answer and find it as a customer and as an agent. | ✓ Supported Suite includes help-centre knowledge. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowOperational support reports7.0 points availableAsk in the demoInspect first-response time, backlog and resolution trends. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Workflow depthSLA and escalation rules4.0 points availableAsk in the demoDemonstrate a breached target and the next escalation. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthBusiness-hours calendars4.0 points availableAsk in the demoApply a team working-hours calendar to a response target. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthConnected service channels4.0 points availableAsk in the demoContinue a case with history from at least two channels. | ✓ Supported Suite combines messaging and other service channels. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthInternal collaboration4.0 points availableAsk in the demoAdd a private note or involve another team without exposing it to the customer. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthReusable response actions4.0 points availableAsk in the demoApply a reusable reply that also updates ticket fields. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthCustom case fields4.0 points availableAsk in the demoMake an issue type available for routing and reporting. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthAgent roles and permissions4.0 points availableAsk in the demoPrevent a junior agent changing restricted settings or records. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthTicket change history4.0 points availableAsk in the demoSee who changed ownership, priority or status. | ✓ Supported Ticket audits identify the author, time, previous and new field values, and related comment or notification events. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthService API or integrations4.0 points availableAsk in the demoCreate or update a case in a connected business system. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthCustomer satisfaction feedback4.0 points availableAsk in the demoCollect feedback linked to the closed case. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthPortable case data5.0 points availableAsk in the demoExport a case with its messages and useful identifiers. | ✓ Supported The per-ticket audits API exposes paginated changes and comments, including private comments; archived-ticket pagination differs. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthBot-to-agent continuity5.0 points availableAsk in the demoTransfer a bot conversation with context and customer details. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIGrounded AI reply assistance5.0 points availableAsk in the demoDraft a response from the case and approved knowledge. | ✓ Supported Auto assist drafts from approved procedures and knowledge. 5.0 / 5.0 pointsEvidence ↗ |
AIAI summaries and classification5.0 points availableAsk in the demoSummarise the case or identify its intent before routing. | ✓ Supported Ticket summaries and intelligent triage are listed. 5.0 / 5.0 pointsEvidence ↗ |
AIControlled AI resolution5.0 points availableAsk in the demoResolve a supported issue and escalate an unsupported request to staff. | ✓ Supported AI agents handle supported customer requests. 5.0 / 5.0 pointsEvidence ↗ |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.
AI agent platforms — 20 scored checks
| Capability & demo question | Zendesk19–100/100 documented fit |
|---|---|
Core workflowBusiness knowledge grounding7.0 points availableAsk in the demoAnswer a question using an approved document or help article. | ✓ Supported Agents use business knowledge to answer requests. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowBusiness-system actions7.0 points availableAsk in the demoRetrieve or update a permitted record through an integration. | ✓ Supported Advanced AI can complete service workflows. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowMulti-turn task completion7.0 points availableAsk in the demoComplete a request that needs clarification over several turns. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Core workflowHuman escalation7.0 points availableAsk in the demoEscalate an unsupported request with its conversation context. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Core workflowConversation and action logs7.0 points availableAsk in the demoInspect the agent's messages and the actions it attempted. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Workflow depthKnowledge source management4.0 points availableAsk in the demoAdd, update and remove a source used by the agent. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthRestricted tool permissions4.0 points availableAsk in the demoLimit which systems and actions this agent can use. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthApproval before consequential actions4.0 points availableAsk in the demoRequire a person to approve an action before it executes. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthFailed-tool handling4.0 points availableAsk in the demoSimulate a failed integration and show a useful recovery path. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthCustomer or user authentication4.0 points availableAsk in the demoProtect a private-record lookup from an unauthenticated visitor. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthOperational guardrails4.0 points availableAsk in the demoSet a restricted topic or action and test it. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthMultiple deployment channels4.0 points availableAsk in the demoUse the agent in two supported channels. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthVersions and environments4.0 points availableAsk in the demoTest a change separately before promoting it. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthRepeatable evaluation cases4.0 points availableAsk in the demoRun a saved set of cases after changing the agent. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthTask-outcome analytics4.0 points availableAsk in the demoReport successful actions, escalations and failed requests separately. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthConversation-data export5.0 points availableAsk in the demoExport relevant logs for independent review. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthUsage and cost visibility5.0 points availableAsk in the demoInspect usage and set or explain the spending limit. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIModel choice or configuration5.0 points availableAsk in the demoShow how model behaviour or choice is configured for the task. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AINatural-language agent building5.0 points availableAsk in the demoDescribe an agent and inspect the generated configuration. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIAI-assisted quality review5.0 points availableAsk in the demoIdentify weak conversations or score outcomes with configurable criteria. | ✓ Supported QA add-on analyses conversations and knowledge gaps. 5.0 / 5.0 pointsEvidence ↗ |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.