Zendesk is software as a service that offers CRM and IT help desk solutions for businesses. Zendesk simplifies help desk ticketing and external and internal sales communications for small to large companies. It also provides custom API solutions for developers that want to pull all their customer data together, even data stored outside Zendesk.

Zendesk business products

Zendesk serves enterprise and small business customers with tools that easily integrate with other third-party customer service and sales applications.

Read more on how to choose the best customer relationship management (CRM) platform for your business.

Zendesk customer service

Through help desk software, companies create and customize a Help Center for their website. The Help Center is a knowledge repository that gives a business’s customers resources to help themselves, such as FAQs and how-to articles.

The IT help desk integrates with Slack and Teams, so that businesses can sync the software with two of the most popular team collaboration tools and automate notifications when a customer creates a new ticket.

The Answer Bot, an AI-powered program, answers basic customer help desk questions that it recognizes and connects customers with help desk agents. It’s available 24/7.Answerbot on Zendesk.

Zendesk Sell

Sales representatives track and contact leads by adding notes to a lead info board and sending emails from a selection of pre-written templates, depending on the lead’s stage in the sales pipeline. Lead email templates in Zendesk.

Visualized sales pipeline stages allow sales employees to change and track deals.Deal stage tracking in Zendesk Sell.

Sell integrates with other sales software, such as email marketing applications, to provide added CRM functionality.Integrations in Zendesk Sell.

If a help desk client starts inquiring about Zendesk products or solutions, software users can automatically make them a lead.

Zendesk Sunshine

Sunshine is a CRM platform built on AWS and modernized so that businesses don’t have to use legacy CRM software. In-house developers can design custom applications to integrate data from non-Zendesk software, so all customer data lives in one place. Developers use Zendesk’s custom data APIs to pull data objects from AWS.

Read more: Best CRM Software and Tools


Zendesk’s Marketplace has an extensive app store, where businesses can download third-party applications to use within Zendesk. These integrations are ticketing and support, chat, and sales CRM apps. The Marketplace also includes Help Center theme templates that allow businesses to customize their company’s Help Center page. Users can also search a list of business partners—software and service providers whose solutions work with Zendesk—and contact them for more information on their offerings.

Zendesk alternatives

Other CRM applications might be better suited to your business depending on your needs. Zendesk alternatives include:

Jenna Phipps
Jenna Phipps is a contributor for websites such as Webopedia.com and Enterprise Storage Forum. She writes about information technology security, networking, and data storage. Jenna lives in Nashville, TN.

Top Articles

List of Windows Operating System Versions & History [In Order]

The Windows operating system (Windows OS) refers to a family of operating systems developed by Microsoft Corporation. We look at the history of Windows...

How to Create a Website Shortcut on Your Desktop

Website Shortcut on Your Desktop reviewed by Web Webster   This Webopedia guide will show you how to create a website shortcut on your desktop using...

What are the Five Generations of Computers? (1st to 5th)

Reviewed by Web Webster Learn about each of the 5 generations of computers and major technology developments that have led to the computing devices that...

Hotmail [Outlook] Email Accounts

Launched in 1996, Hotmail was one of the first public webmail services that could be accessed from any web browser. At its peak in...

Merkle Tree

Merkle trees—or hash trees—are cryptographic algorithms allowing for the efficient validation...

Nimble CRM

Nimble CRM is a social CRM (customer relationship management) with sales and marketing...

What is Insightly CRM?

Insightly CRM is customer relationship management (CRM) software that focuses on an intuitive,...