Help desk with messaging

Zendesk

Customer-service suite whose messaging brings web, in-app and social channels into the same agent workspace as email tickets.

zendesk.comGlobalReviewed October 2026

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A long-established help desk where messaging conversations become tickets alongside email.

Zendesk Suite handles messaging, email and help-centre content in one agent workspace, with AI agents, triggers and a large app marketplace. WhatsApp, Messenger, Instagram, LINE and WeChat are built in, while Telegram, Viber and Apple Messages for Business come through a Sunshine Conversations licence. Worth a look when messaging has to sit inside a mature ticketing process with existing CRM and commerce integrations.

Where it shines

Messaging, email and tickets in one workspace
Public status page with an open status API
Agent interface available in Arabic

Check before signing

Telegram, Viber and Apple Messages need a separate Sunshine Conversations licence
WhatsApp activation requires buying a WhatsApp number
Check Arabic right-to-left layout in your own instance

What it offers

Solves: Customer support & serviceOne inbox for scattered channelsAnswering with a bot or AI agent
Channels: Web chat & booking pageIn-app chatEmailWhatsAppMessengerInstagramLINEWeChatTelegramViberApple Messages for Business
Industries: Any industry
Markets: Global
Languages: ArabicEnglishFrenchSpanishGerman
Security and privacy attestations: ISO/IEC 27001ISO/IEC 27017 (cloud security)ISO/IEC 27018 (cloud privacy)ISO/IEC 27701 (privacy)SOC 2 reportPCI DSSHIPAA (BAA offered)GDPR (DPA offered)CSA STARCyber Essentials (UK)PCI DSS is stated for the Support product. Each one cites its source below.

Technical details

Type of solution: Shared inbox & customer operationsConversational AI & chatbots
Deployment: Ready-to-use cloud serviceProgrammable API
Connects to: SalesforceShopifySlack
Company size: Small businessMid-sized companyEnterprise
Pricing: Published subscription

Something is listed only when it can be checked. A connection we could not confirm is left off, and Find providers then credits the API at half weight.

Our six checks3 of 6 met

Medium confidence

Operational transparencyMet
Public status page.
Documented interfacesMet
Public API reference, integrable without a sales call.
Delivery accountabilityNot assessed
Not yet worked through.
Consent and complianceNot assessed
Not yet worked through.
Data handlingNot assessed
Not yet worked through.
Commercial clarityMet
Plan prices published.

Not assessed is not a failure — it means we have not checked yet. Methodology

EvidenceSources: 11

Independent recognition

Leader, Gartner Magic Quadrant for the CRM Customer Engagement CenterGartner · 2025

Sources

About messaging channels for the Zendesk Agent Workspace — Zendesk
Adding Sunshine Conversations channels to the Zendesk Agent Workspace — Zendesk
Zendesk pricing plans — Zendesk
Monitoring your account status with the Zendesk Status page — Zendesk
Consortium led by Hellman & Friedman and Permira completes acquisition of Zendesk — Zendesk, 2022-11-22
Zendesk — Wikipedia
Security, Privacy and Legal (Trust Center) — Zendesk, 2026-10To re-check
Advanced Compliance — Zendesk, 2026-10To re-check
Zendesk's Compliance with PCI DSS Standards — Zendesk, 2026-10To re-check
Data Processing Agreement — Zendesk, 2026-10To re-check
Zendesk gets Cyber Essentials Plus certified — Zendesk, 2026-10To re-check

Every attribute37 recorded · 3 not yet

The same attributes, measured by the same rules, for every listing. "Not recorded" means we have not checked yet — never a "no". Spot something missing or wrong? Suggest an edit.

What it does

Use cases: Customer support & service, One inbox for scattered channels, Answering with a bot or AI agent
Channels: Web chat & booking page, In-app chat, Email, WhatsApp, Messenger, Instagram, LINE, WeChat, Telegram, Viber, Apple Messages for Business
Type of solution: Shared inbox & customer operations, Conversational AI & chatbots
Industries: Any industry
Suits: Small businesses, Developers, Support teams, Product teams, Larger organisations
Features: Programmable API, Public API documentation, Public status page, Shared team inbox, Bots and AI agents, No-code setup, Published prices
Number of channels: 11

Where, and for whom

Markets: Global
Reach: 100/100
Languages: Arabic, English, French, Spanish, German
Company size: Small business, Mid-sized company, Enterprise

Setup and connections

Deployment: Ready-to-use cloud service, Programmable API
Has an API: Yes
Usable without coding: Yes
Can run on your own servers: No
Connects to: Salesforce, Shopify, Slack
Number of connectors: 3
Availability: Generally available

Pricing

Pricing model: Published subscription
Prices you can read: Yes
Free to start: No

The company

Founded: 2007
Headquarters: United States
Ownership: Privately held
Parent company: Not applicable
Stock ticker: Not applicable
Same owner as cpaas.co: No
Added by: cpaas.co team

Our checks

Operational transparency: Met
Documented interfaces: Met
Delivery accountability: Not recorded
Consent and compliance: Not recorded
Data handling: Not recorded
Commercial clarity: Met
Security and privacy attestations: ISO/IEC 27001, ISO/IEC 27017 (cloud security), ISO/IEC 27018 (cloud privacy), ISO/IEC 27701 (privacy), SOC 2 report, PCI DSS, HIPAA (BAA offered), GDPR (DPA offered), CSA STAR, Cyber Essentials (UK)
Checks met: 3
How much we've checked: Medium
Sources: 11
Analyst recognitions: 1
Last reviewed: October 2026

The community

"Looks right" confirmations: 0
Community reviews: 0
Community rating: Not applicable

Experiences and ratings

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Reviews are read by a moderator before they appear, are shown beside the facts, and never feed a score or a ranking. You may not review a product you work for, sell, compete with or are paid to promote.

Profile shape

Channels: 100
Reach: 100
Connectors: 67
Deployment: 67
Price clarity: 80
Criteria shown: 50

Breadth measures from recorded facts — not a quality score.

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