Zendesk
Zendesk is customer service software used by businesses of all sizes, including ecommerce brands.
Zendesk is customer service software used by businesses of all sizes, including ecommerce brands. It provides ticketing across email, chat, messaging, social media and phone, plus a help center and knowledge base, AI agents that resolve requests automatically, omnichannel routing, reporting, workforce management and quality assurance. Plans are priced per agent per month, from the Support Team plan for teams outgrowing a shared inbox to Suite plans with AI agents and advanced automation. The Zendesk Marketplace has apps that connect stores such as Shopify and many other tools. Zendesk does not include a native eBay or Amazon connection; eBay and Amazon buyer messages can only be brought into Zendesk through third-party marketplace apps such as ChannelReply.
Key features
- Ticketing across email, chat, messaging, social and phone
- AI agents and Copilot assistant
- Help center and knowledge base
- Omnichannel routing and automations
- Reporting and analytics
- Zendesk Marketplace apps for Shopify and other tools
FAQ
Zendesk charges per agent per month. On yearly billing, Support Team is $19, Suite Team is $55 and Suite Professional is $115 per agent per month, while Suite Enterprise with Copilot is custom priced. Month-to-month billing costs more, and add-ons such as advanced AI, workforce management and quality assurance are charged separately.
Yes. Zendesk offers a free trial of its plans, which you can start from the pricing page without talking to sales. The trial lets you set up channels, a help center and AI agents before paying. Check the sign-up page for the current trial length and which Suite features are included.
The account owner goes to Admin Center, clicks Account, then Billing > Subscription, clicks Manage and selects Remove products or cancel account. Cancellation takes effect at the end of the billing cycle, and data is deleted afterward. Billing admins cannot cancel, and sales-assisted accounts must contact Zendesk Sales instead.
After the cancellation takes effect at the end of your billing cycle, you can no longer sign in, and your tickets, users, channels, business rules and settings are deleted under Zendesk's Service Data Deletion Policy. Export tickets and help center content before the cycle ends if you need to keep records or migrate to another helpdesk.
Not natively. Zendesk does not include built-in eBay or Amazon channels. Sellers can add third-party apps from the Zendesk Marketplace, such as ChannelReply, which bring eBay and Amazon buyer messages into Zendesk tickets. Check each app's pricing and supported marketplaces, since these are separate subscriptions.
Zendesk customers can get help through the Zendesk help center at support.zendesk.com, the Zendesk community, and support requests from inside Admin Center. Response options and hours depend on your plan. Sales-assisted customers also have account contacts at Zendesk for billing and contract changes.
Common alternatives include Freshdesk, Gorgias, Help Scout, Intercom, Re:amaze, Richpanel and Trengo. For ecommerce sellers on eBay and Amazon, helpdesks built for marketplaces, such as eDesk, ChannelReply, Replyco or the 3Dsellers helpdesk, import marketplace messages without an extra app. Compare per-agent pricing and AI resolution charges.
Use 3Dsellers instead
3Dsellers is a listing, order and customer service platform for eBay and other marketplaces.
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