Zendesk AI agents review
7.9/10★★★★★AI agents built into the Zendesk helpdesk, billed per automated resolution
- Best for
- Teams already on Zendesk that want AI agents inside the same helpdesk
- Price
- Free trial · from $55/agent/month
Free: 14-day trial of Suite Professional - Platforms
- Web, API
- Made by
- Zendesk, San Francisco, USA · since 2007
What it is
Zendesk includes AI agents in its Suite and Support plans, answering on messaging, email and voice in 80 languages. Teams describe multi-step procedures in plain language, and built-in QA audits the AI's conversations. Each plan includes a small allowance of automated resolutions, with the rest billed per resolution.
What the AI does
- AI agents on messaging, email and voice
- 80 languages with automatic switching
- Plain-language multi-step procedures
- Automated QA and policy auditing
- Copilot for human agents (add-on)
Pros and cons
- Native to one of the most widely used helpdesks
- Broad channel coverage including voice
- Strong language support
- Built-in QA and auditing
- Entry tier only includes the basic AI agent
- Small included resolution allowance; overage adds up
- Copilot and other add-ons stack on top of seat prices
How it scores
Capable and broad, but the best AI sits in higher tiers and add-ons, which hurts value.
Feature checklist · 8 of 9
- Free plan or self-serve free trial (yes)
- Published, self-serve pricing (yes)
- Pay per resolution or outcome (yes)
- Answers phone or voice calls (yes)
- Works across chat, email and messaging apps (e.g. WhatsApp, SMS) (yes)
- Takes actions in other systems (order lookups, refunds, account changes) (yes)
- Works on top of an existing helpdesk (e.g. Zendesk, Salesforce) (no)
- Answers in many languages (40+) (yes)
- Testing, simulation or AI quality monitoring (yes)
Alternatives
See all Zendesk AI agents alternatives, ranked →
- Intercom Fin 8.7/10Support teams of any size that want a proven AI agent with transparent per-resolution pricing
- Sierra 7.6/10Large enterprises that want a custom, branded AI agent with white-glove deployment
- Tidio Lyro 7.6/10Small online stores and businesses that want an AI chatbot running in minutes
- Chatbase 7.6/10Small teams and startups that want a self-serve AI support bot without a helpdesk switch
Intercom Fin vs Zendesk AI agentsZendesk AI agents vs SierraZendesk AI agents vs Tidio Lyro