Product overview — Customer Support
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High
Zendesk
Zendesk is the market-leading customer support platform built for scale: deep ticketing workflows, multi-channel orchestration, and a massive integration ecosystem—at the cost of per-agent pricing that climbs fast.
Sources linked — see verification below.
Freshness & verification
Who is this best for?
This is the fastest way to decide whether Zendesk is in the right neighborhood.
Best for
- Enterprise support teams (25+ agents) needing governance, SLAs, and audit trails
- Teams already standardized on Zendesk ecosystem (Sell, Guide, Explore)
- Organizations requiring 1,000+ integrations and mature API for custom workflows
- Regulated industries (finance, healthcare) needing SOC2, HIPAA, and SSO
- Multi-brand operations with separate help centers and routing rules
- Support orgs with dedicated admin/ops owning tool configuration
Who should avoid
- Budget under $50/agent/month; Zendesk's entry tier is Suite Team $55/agent
- Team under 10 agents and email/chat-only—Help Scout or Zoho Desk cheaper
- E-commerce-first (Shopify/BigCommerce)—Gorgias has native order lookup and refund actions
- Chat-first, AI deflection–led support—Intercom's Fin and messaging UX are stronger
- Need collaborative inbox workflows over ticket queues—Front is built for that
- Per-agent pricing is a constraint; Gorgias charges per ticket volume instead
Sources & verification
Pricing and behavioral information comes from public documentation and structured research. When information is incomplete or volatile, we prefer to say so rather than guess.