Zendesk AI agents

Zendesk AI agents

Zendesk AI agents resolve common requests and route remaining tickets to staff.

Oximy ResearchUpdated 19 September 2026

Overview

A
Transparency
6 / 10
Trust
93 / 100
San Francisco, USZendesk, Inc.

Trains on your data

Free
Yes
Paid
Yes
Opt-out
Yes

Incidents

2
  • highEmail Bombs Exploit Lax Authentication in Zendesk
  • criticalZendesk announces data breach impacting years-old accounts
SOC 2ISO 27001GDPRHIPAAISO 27018ISO 27701ISO 27017

Assessed SEP 21, 2026 · Checked by hand SEP 21, 2026

Zendesk trains its generic cross-account models on Service Data unless a customer opts out through support; OpenAI never trains on Service Data; ISO 27001, 27018, 27701, SOC 2 Type II and HIPAA (with add-on and BAA) are on the trust centre; two securities suits and a vulnerability rollup were removed.

Trust breakdown

A

93 / 100

Overall trust score

Data safetyComplianceIncidentsLegal
Data safety88
Compliance100
Incidents90
Legal100

Data and privacy

Trains on your data

Free
Yes
Paid
Yes
Opt-out
Yes

On by default. Admins can turn it off, which is why it costs less than training with no way out.

Storage regions

United StatesAustraliaJapanEEA

Sub-processors

Amazon Web Services, Inc.Google LLCCloudflare, Inc.Datadog, Inc.Functional Software, Inc. (Sentry)Snowflake Inc.Forge Technology, Inc. (Paragon)Halon Security ABMongoDB, Inc.Baseten Labs, Inc.ElevenLabs Inc.Fireworks.ai, Inc.Groq, Inc.OpenAI, L.L.C.Deepgram Inc.Twilio, Inc.SendGrid, Inc.Confluent, Inc.Microsoft CorporationAiven OyRaintank, Inc. (Grafana Labs)Cartesia AI Inc.Daily.coGladia, Inc.Mistral AI

Data retention

Data is retained as long as necessary to fulfill the purposes for which it was collected. It may be retained after contract termination for legitimate business purposes, such as evidencing business practices, providing product information, or complying with legal, tax, or accounting requirements. If there's no ongoing legitimate business need or legal ground, data will be deleted, anonymized, or aggregated. If deletion isn't possible (e.g., in backup archives), it will be securely stored and isolated until deletion is possible.

Deletion: Zendesk maintains a Service Data Deletion Policy that describes Zendesk's data deletion processes upon subscriber's termination or expiration of the Zendesk subscription.

Privacy policyTermsTrust center

Incidents

Powered by

OpenAI models (including GPT-4o, GPT-5)Google modelsAnthropic modelsAmazon modelsZendesk's own CX data-trained modelsopen source models
Proprietary model

Zendesk utilizes a multi-model approach, partnering with leading LLM and inference vendors such as OpenAI, Google, Anthropic, and Amazon. They also support the open-source ecosystem and develop their own models trained on Zendesk's CX data. They use a platform to evaluate and select the best model for each task based on quality, latency, and cost.

Integrations and access

Integrations

API: YesSlackShopifyMicrosoft TeamsHubSpotClickUpGoogle Play Reviews

Available on

Web
iOS
Android
macOS
Windows
Linux
Extension
CLI

Pricing

Support Team

$19/agent/month

Email and ticketing system, ticket routing, prebuilt analytics dashboards, pre-written responses, customer context, automations and triggers.

Suite Team

$55/agent/month

Support Team features, plus AI Agents, AI Knowledge Base, AI Action Builder, omnichannel routing, messaging and live chat, telephony.

Suite Professional

$115/agent/month

Suite Team features, plus AI Admin Copilot, AI App Builder, AI Writing Tools, AI Quick Reports, skills-based routing, IVR phone tree.

Suite Enterprise + Copilot

Custom

Suite Professional features, plus AI Intelligent Triage, AI Auto Assist, AI Generative AI for Voice, approval workflows, sandbox environment, custom agent roles. Contact sales for pricing.

View pricing page

Prices as listed on SEP 21, 2026; check the vendor's page.

Moat and openness

6/ 10
Moat 6 out of 10

Moat

  • Proprietary Model
  • Proprietary Data
  • Network Effects
  • Switching Costmoderate
  • Unique UX
  • Distributionstrong

Zendesk exhibits a moderate moat, primarily driven by its extensive distribution, established market position, and a multi-model AI strategy that includes proprietary models trained on its vast CX data. While its AI capabilities leverage external LLMs, the integration into a comprehensive platform with a wide array of features and integrations creates significant switching costs for existing customers. The proprietary data aspect comes from their own CX data-trained models, which is a key differentiator.

6/ 10
Openness 6 out of 10

Openness

  • Open model weights
  • Published research
  • Open source contributions
  • Transparency reports
  • Public safety evals

Zendesk emphasizes transparency in its AI offerings, clearly identifying AI agents to end-users and providing visibility into AI predictions and the logic behind AI agent actions. They publish transparency reports detailing government requests for customer data and have a clear policy on data disclosure. While they highlight their commitment to security and privacy through certifications and customer controls, there is no explicit mention of open-sourcing their models or publishing research in the provided information.

Timeline

  1. 2026-09AI translations were extended to conversational channels, and merge suggestions were included at no extra cost for Suite and Support Professional plans.
  2. 2026-08Copilot intelligent triage, which auto-classifies tickets by topic, sentiment, language, and entities, was included at no extra cost in Suite and Support Professional plans and above.
  3. 2026-05Zendesk Support Assistant for Microsoft 365 became available on Microsoft AppSource, an enhanced agent integrated with Microsoft Agent 365 to streamline employee service through AI-powered workflows.
  4. 2026-05Zendesk introduced the Autonomous Service Workforce, defining the future of customer and employee service with new Agent Builder, omnichannel AI agents, Copilots, and outcome-based pricing.
  5. 2025-02Zendesk launched a simplified lineup of its AI Agents, offering Essential and Advanced options. AI Agent Essential replaced the existing Zendesk Bot, offering generative replies from the Help Center and powered by Ultimate's uGPT engine. AI Agents Advanced was a rebranding of Ultimate, offering the full suite of chat and email bot capabilities.
  6. 2024-03Zendesk acquired Ultimate, an AI-powered ticket automation platform with more powerful AI models, better bot builder capabilities, and deeper reporting.
  7. 2023-XXThe new Answer Bot was renamed to Zendesk Bot with the introduction of Zendesk Advanced AI, allowing for generative responses, linking responses to intents, and expanding bot capabilities with more powerful API integrations.
  8. 2023-05Zendesk introduced Zendesk AI, an intelligence layer combining Zendesk's data and insights with new AI technologies, including proprietary models and LLMs. New capabilities included advanced bots, agent assistance, and intelligent triage. Zendesk also announced a partnership with OpenAI, unveiling features like response rephrasing and tone shift.
Show all
  1. 2023-05Zendesk committed $100M to help startups build with AI and expanded its VC program.
  2. 2018-XXZendesk released its first venture into chatbots with Answer Bot, powered by keyword search to suggest help center articles.

Company

Zendesk

Founded
2007
HQ
San Francisco, CA, United States

Popularity

76M

monthly visits

high tiermedium risk

Zendesk holds an estimated market share of 8.43% to 11.3% in the Customer Service Management category, positioning it as a leading entity in the customer service software industry.

Value and ROI

What it should move: They resolve tickets sooner and handle common requests so staff have more capacity.

Best fit

They fit teams that want automation connected to Zendesk records and routing rules.

The catch

The agents act on customer conversations and approved processes. Complex policies need clear escalation paths and regular answer reviews.

  • BritBox: Uses Zendesk AI agents to resolve common subscription, billing and playback questions.[1]
  • Best Egg: Uses Zendesk AI agents to resolve chat and email questions through approved conversation flows.[2]

In our stacks for

Customer support

References

  1. 01BritBox: how it uses Zendesk AI agentsZendeskVendor-published
  2. 02Best Egg: how it uses Zendesk AI agentsZendeskVendor-published
  3. 03Privacy policyZendeskVendor-published
  4. 04TermsZendeskVendor-published
  5. 05Trust centerZendeskVendor-published
  6. 06Pricing pageZendeskVendor-published
  7. 07Company siteZendeskVendor-published
  8. 08SOC 2ZendeskVendor-published
  9. 09GDPRZendeskVendor-published
  10. 10HIPAAZendeskVendor-published
  11. 11Email Bombs Exploit Lax Authentication in ZendeskKrebs on SecurityIndependent
  12. 12Zendesk announces data breach impacting years-old accountsCyberScoopIndependent