What it is
Zendesk turns emails, chats, WhatsApp and social messages, and phone calls into tickets, with SLA rules, macros and a help center. Its AI agents can resolve requests end to end and are billed per automated resolution. It fits midsize and large teams that need formal processes, many channels and detailed reporting.
How to use it
- Unify your channels: email, chat, WhatsApp, social and phone in one workspace.
- Set rules and SLAs to prioritize, assign and escalate tickets.
- Publish a help center so customers can help themselves.
- Turn on AI agents that answer and close cases on their own.
- Measure operations with reports on response times, satisfaction and agent workload.
What it's good for
- A fintech handling thousands of tickets a month with SLAs by customer tier.
- A software company with customers in several countries running its help center in Spanish, English and Portuguese.
- A growing online store that connects Shopify to see orders inside each ticket.
Pros
- Tickets, messaging, voice and help center in one suite
- AI agents are billed only per automated resolution
- 1,000+ apps in its marketplace, including Salesforce and Shopify
- Spanish-language interface and multilingual help centers
Cons
- The full suite starts around US$55 per agent per month and climbs fast
- Setting it up well takes time; it can be overkill for small teams
- Copilot and other advanced AI features are paid add-ons
