Zendesk Sunshine Platform
zendesk.comSummary
Zendesk Sunshine Platform is an open and flexible platform built on AWS, designed for developers to create custom customer experiences and applications. It provides APIs and SDKs to connect data sources, build automations, and extend Zendesk's core functionalities. The platform emphasizes security, data governance, and offers various tools for integration and customization.
Features8/14
See allMust Have
3 of 5
API & Database Integrations
Code Customization
Access Control & Security
Drag-and-Drop UI Builder
Flexible Deployments
Other
5 of 9
Debugging & Monitoring
Version Control Integration
Audit Logs & Analytics
Workflow Automation
Partner & Customer Portals
Mobile-Responsive Support
Prebuilt React Components
AI-Generated App Assistant
Custom Theming & Branding
PricingSubscription
See allSupport Team
- Ticketing system
- Contact form and Web Widget
- Facebook and X
- Unified Agent Workspace across channels
- Customer details and conversation history
- Predefined responses with macros
- Custom business rules with triggers and automations
- Prebuilt analytic dashboards
- Prebuilt apps and integrations
- On-demand trainings and best practices
- Online support from the Zendesk team
Suite Team
- All Support Team features, plus:
- AI agents
- Customer and internal knowledge base
- Google Analytics for help center
- Messaging with live chat capabilities
- Proactive messaging to customers
- Social messaging including Instagram, WhatsApp, Slack, and more
- Phone support with call routing
- Automated phone ticket creation
- Voicemail and call recording
- Text messaging
Suite Professional
- All Suite Team features, plus:
- Live and custom analytics
- Skills-based routing
- Side conversations
- Customer satisfaction ratings & surveys
- Service level agreements (SLA)
- View and comment-only access with Light agents
- Multiple ticket forms
- Customer self-service portal
- Business hours
- Interactive voice response (IVR, phone trees)
- HIPAA enabled
- Data location options
- Multilingual support and content
Suite Enterprise
- All Suite Professional features, plus:
- Sandbox
- Custom agent roles
- Content blocks
- Audit logs
- Approval workflows
- Dynamic, contextual workspaces
- Extended queue size and wait times
- Up to 300 help centers
- Ticket queues to avoid agents cherry-picking
- Business rules analysis
- Visual data alerts
Rationale
Zendesk's Sunshine Platform is explicitly designed for developers to build custom customer experiences and applications, aligning well with the concept of a low-code platform for internal tools. It offers APIs and SDKs for integrations, allows for custom development, emphasizes security and access control, and provides flexible deployment options. While it doesn't explicitly mention a drag-and-drop UI builder for general internal tools, it focuses on building custom experiences which implies UI development. The platform also highlights features like workflow automation, audit logs, and partner portals.
