Listopedia

Zendesk

Help centre built into the Zendesk customer service suite

Overview

Zendesk is a customer service software company headquartered in San Francisco. A consortium led by Hellman & Friedman and Permira completed its acquisition of Zendesk on 22 November 2022 in an all-cash deal valuing the company at about US$10.2 billion, after which Zendesk became privately held[16]. Its knowledge base, historically sold as Zendesk Guide, is now delivered as the help centre within Zendesk Suite plans.

The help centre combines public and restricted articles, AI-assisted search and a knowledge builder that analyses historical tickets and drafts articles for administrators to review and publish[15]. Its main appeal is the link between the knowledge base and the ticketing system: articles feed AI agents and agent-assist features, and search results and ticket deflection can be measured in one place. Named users on the help-centre page include New Look and Arbor Education[15].

On the pricing page, Suite Team includes one help centre in one default language with basic themes, while Suite Professional raises this to up to five help centres, more than 40 languages, custom user segments for article permissions and custom or Marketplace themes; the entry-level Support Team plan lists no help centre in its comparison table[14]. Zendesk is therefore a strong choice for support organisations, but an expensive one if the only requirement is an internal wiki, since it is priced per agent as part of a service suite.

Zendesk features

  • Branded help center with themes
  • Up to five help centers on Suite Professional
  • Signed-in request history for end users
  • AI knowledge builder drafts articles from tickets
  • Knowledge connectors for Drive, Confluence, SharePoint
  • Conversational self-service search
  • Help centre with public and restricted articles
  • Knowledge builder drafts articles from past tickets

Zendesk pricing

Support Team US$19 per agent/month annually (US$25 monthly), no help center. Suite Team US$55 annually (US$69 monthly), one help center. Suite Professional US$115 annually (US$149 monthly), up to five help centers. Suite Enterprise quote-based. 14-day free trial on Suite Professional features.

Zendesk strengths and limitations

Strengths

  • Broad channel coverage in a single agent workspace
  • Published monthly and annual prices for the lower tiers
  • Chat integrated with mature ticketing
  • Large app marketplace
  • Published monthly and annual prices
  • Mature help center with multibrand support on Suite Professional

Limitations

  • Top Enterprise tier is not publicly priced
  • Suite plans cost several times the entry Support Team plan
  • Monthly billing costs more than the yearly rate (US$25 versus US$19 on Support Team)
  • AI Copilot is a paid add-on
  • Help center not included in the entry Support Team plan
  • Pricing table marks a dedicated customer portal as not included in self-serve plans

Appears in

Zendesk alternatives and competitors

Alternatives to Zendesk: companies ranked in the same lists.

Is this your company?

Update the description, logo, image and link through the submission form. Editors review every change.

Update this listing

Is your company missing from a list?

Send your logo, description and link. Editors review every submission, and approved listings are clearly labelled.

Add your company