#1 in Live Chat & MessagingUpdated 2026-08

Zendesk

by Outbound · Ticketing, messaging and AI agents in one agent workspace

45.9 — BenchRank score out of 100

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Overview

Zendesk is customer service software that combines email ticketing, messaging and live chat, voice, a knowledge base and prebuilt analytics in a single agent workspace. Its Messaging product provides a widget for web and mobile plus social channels, with AI agents that handle common requests such as refunds and order status, and omnichannel routing that distributes conversations by workload.

Best for: Support teams outgrowing a shared inbox that need ticketing, messaging and AI agents in one place
Pricing: Seat-based from £15 per agent/month paid yearly (Support Team) up to £89 (Suite Professional), with the Enterprise plan quote-only and AI resolutions and add-ons billed separately.
Runs on: Web

Strengths and trade-offs

Strengths

Messaging covers web, mobile, WhatsApp, Facebook and Instagram
AI agents built once can be reused across every channel
14-day free trial with no credit card required
Per-agent prices published, from £15 to £89 a month

Trade-offs

Only annual-billing rates are shown; monthly billing costs more
AI agent resolutions are billed by usage on top of the seat price
Add-ons priced separately, e.g. Copilot at £40 per agent/month
Enterprise plan is quote-only and generally requires sales engagement

Pricing

Published plans from Zendesk’s own pricing page, in GBP. Usage charges and add-ons may apply on top.

Zendesk pricing tiers, monthly and annual rates in GBP
Plan	Monthly	Annual (per month)	Includes
Support Team	—per agent	£15	Email and ticketing system Ticket routing and prebuilt dashboards Pre-written responses and customer context Automations and triggers
Suite Team	—per agent	£45	Support Team features plus AI agents Knowledge base and action builder Messaging and live chat Omnichannel routing and telephony
Suite Professional	—per agent	£89	Suite Team features plus admin copilot App builder and AI writing tools Quick reports Skills-based routing and IVR phone menu
Suite Enterprise + Copilot	Contact sales	—	Intelligent triage and auto assist Generative AI for voice Approval workflows and sandbox environment Customised agent roles

How this score is made up

Each dimension is scored out of 100 and combined into the headline score using fixed weights.

MCP support: 0 out of 100
API quality: 30 out of 100
Documentation: 55 out of 100
Agent friendliness: 70 out of 100
Pricing transparency: 100 out of 100
Changelog: 40 out of 100
Marketing site structure: 60 out of 100
Operational trust: 40 out of 100

Measured, but not part of the score

Useful to know, but not a mark for or against the product — so these do not affect the ranking.

Openness: 0 out of 100

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