Zendesk
zendesk.comSummary
Ask questionsZendesk provides an AI-powered customer service platform designed to automate interactions, enhance agent productivity, and streamline workflows. It offers AI agents for autonomous issue resolution, a copilot for agent assistance, and extensive integration capabilities to connect with various backend systems. The platform also includes analytics for performance monitoring and tools for building custom applications.
Features3/14
See allMust Have
0 of 4
Workflow Observation
Pattern Analysis
Actionable Suggestions
Task Automation
Other
3 of 10
Integration APIs
Analytics Dashboard
Privacy Controls
Macro Recording
Smart Templates Library
Contextual Inline Help
Team Collaboration
Onboarding Accelerator
Knowledge Sharing
Non-Intrusive UI
PricingSubscription
See allSupport Team
- Email with unlimited addresses
- Contact form
- Ticket file attachment size 50MB
- Incoming email authentication: SPF, DKIM, DMARC
- Automatic email archiving
Suite Team
- Automate service with multichannel support and AI
- Support Team features, plus
- Messaging and live chat
- Web widget
- Mobile SDKs: iOS SDK, Android SDK, and Unity SDK
- Widget customization
- Pre-chat form
- Unlimited concurrent chats
- Shortcuts
- Automatic translation
- Send and receive files
- Conversation rating
- Transfers between agents & departments
- Departments
- 2 departments
- Social and business channels
- Voice
- Voicemail
- Text messages
- Help center
- Contextual self-service
- Multilingual content
- 1 default language
- Agent workspace with customer context
- Unified agent workspace
- Translated interface
- Essentials card
- Interaction history
- Group contacts by organization
- Single
- Custom user and organization fields
- Custom & group views
- Collaboration tools
- Light agents
- Up to 100
- Marketplace
- Prebuilt apps & integrations
- Workflows
- Triggers
- Ticket sharing between multiple Zendesk accounts
- Manual
- Automations & intelligence
- Pre-defined responses (macros)
- Custom business rules (triggers & automations)
- Reporting & analytics
- Prebuilt analytics dashboards
- Data exports
- Zendesk Benchmark
- Data
- Data storage
- 10 GB + 50 MB/agent
- File storage
- 10 GB + 2 GB/agent
- Custom apps and integrations
- Private custom apps & integrations
- Developer tools
- API access
- Security and compliance
- User authentication options: Native, SSO, and 2FA
- Secure access
Suite Professional
- Optimize operations with data and customizations
- Suite Team features, plus
- Unlimited
- Rich message types
- Conversation history
- Re-engagement
- Add-on
- Embedded voice
- Display a number using web widget
- 40+ languages; dynamic content
- Registered users & public
- Structured content
- Up to 2 levels deep
- Theme customization
- Standard themes
- Knowledge management
- Rich text WYSIWYG editor
- SEO ready
- Bulk actions
- Basic
- AI agents
- Essential plan*
- 5 ARs per agent/month
- Community forums
- User profiles and aliases
- Integrated search
- Similar posts
- Escalate posts to tickets
- Multiple
- Custom agent statuses
- Up to 5
- Light agents add-on
- Automated
- Service level agreements (SLA)
- Skills-based routing
- Guided mode
- Article recommendations
- Help center
- Google Analytics for help center
- Custom data exploration
- Scheduled dashboard delivery
- Zendesk users only
- Visual data alerts
- Refresh rate
- 24 hours
- Custom objects
- Up to 3 objects (5 lookup fields/object)
- Sunshine Conversations
- 3rd party chatbots
Suite Enterprise
- Adapt service safely with change management tools
- Suite Professional features, plus
- Whisper mode
- Warm transfer
- Send proactive messages
- Skills-based routing
- Widget unbranding
- External number for outbound caller ID
- Call routing
- Omnichannel group routing
- Group, overflow, and after-hours routing
- Failover
- Customized greetings
- Queue size and wait time
- Extended Session Initiation Protocol (SIP)
- Bring Your Own Carrier (BYOC)
- Automatic ticket creation
- Call recording
- Mute, hold & warm transfer
- Business hours
- Conference calling
- Call blocking
- Interactive voice response (IVR, phone trees)
- Priority numbers
- Request a callback
- Call wrap-up time limits
- Call recording controls
- Call monitoring & barging
- Call quality notifications
- Call offering time limit
- Call usage
- 99.95% uptime SLA
- Local and toll-free numbers
- Article view permissions
- Internal only (custom)
- Registered users (custom)
- Public (custom)
- Advanced
- Up to 6 levels deep
- Standard + Custom + Marketplace + Multiple templates
- Multiple help centers
- Up to 5
- Search
- Help center + community forums
- Federated search for multiple help centers + community forums
- Generative search
- New
- Customer portal
- Intermediate
- Advanced
- Flag & create knowledge
- Content & revision history
- Article lists & labels
- Approval and publishing workflows
- Scheduled publishing and verification
- Content blocks
- Advanced plan
- 10 ARs per agent/month
- Community moderators and moderator groups
- Content moderation queue
- AI-powered spam protection
- User badges
- Multiple
- Support mobile app
- Dynamic, Contextual workspaces
- Up to 1000
- Conversation routing
- Based on agent status, capacity, skill, and ticket priority
- Multiple ticket forms
- Conditional ticket fields
- Business rules analysis
- Zendesk users and end-users
- Dashboard sharing
- Live agent activity dashboard
- Default view
- Customizable views plus live agent status drill-in
- Pre-built live dashboard
- Customizable live dashboards
- Visual data alerts
- Refresh rate
- 1 hour for pre-built and custom dashboards
- 10 GB + 100 MB/agent
- 10 GB + 5 GB/agent
- Up to 30 objects (10 lookup fields/object)
- Zendesk events
- In beta
- External events
- Up to 350K/month
- Event retention period
- 90 days
- External profiles
- Devices data log
- AWS Events Connector
- Additional data storage
- Additional API volume (10+ agents required)
Rationale
Zendesk Sunshine Platform is primarily a customer service platform that allows for custom experiences, data integration, and automation within a customer service context. While it mentions 'automating processes with low to no-code tools' and 'AI and automation', it does not explicitly state or demonstrate features like workflow observation, pattern analysis of user desktop activities, or actionable suggestions for general desktop workflow optimization. Its automation capabilities are geared towards customer service workflows rather than general desktop productivity. It does offer APIs for integration, analytics dashboards, and privacy controls, but lacks the core 'must-have' features of an AI-driven desktop assistant that observes and analyzes user workflows for general productivity improvements.
