{
    "slug": "zendesk",
    "name": "Zendesk",
    "entity_id": "https://helpcompare.com/tools/zendesk/#software",
    "record_url": "https://helpcompare.com/data/tools/zendesk.json",
    "page_url": "https://helpcompare.com/tools/zendesk/",
    "verified_at": "2026-09-12",
    "license": "https://creativecommons.org/licenses/by/4.0/",
    "attribution": "HelpCompare - https://helpcompare.com/tools/zendesk/",
    "generated": "2026-10-08T07:22:05+00:00",
    "how_to_read": "record = this tool's row of /data/tools.json (schema /data/schema/tools.schema.json); security = its row of /data/security-offline-remote.json (null = not researched yet); ai_pricing = its rows of /data/ai-pricing.json; sources = every URL these values were checked against. Values are verified data; nothing here is an editorial rating.",
    "record": {
        "slug": "zendesk",
        "name": "Zendesk",
        "category": "Customer Support",
        "official_site": "https://www.zendesk.com",
        "helpcompare_url": "https://helpcompare.com/tools/zendesk/",
        "entry_price_usd": 19,
        "entry_price_unit": null,
        "entry_price_unit_label": null,
        "entry_price_included_users": null,
        "entry_price_min_users": null,
        "entry_price_unit_source": null,
        "entry_price_text": "From $19/seat/mo + per-resolution AI",
        "entry_price_source": "https://helpcompare.com/intercom-vs-zendesk/",
        "free_plan": "No — free trial only",
        "free_trial": null,
        "pricing_model": null,
        "ai_feature": "AI resolutions",
        "ai_pricing_model": "Metered / credit-based",
        "ai_pricing_detail": "Included allowance per agent, then $1.50 per automated resolution (committed) or $2.00 pay-as-you-go",
        "rating": 4.3,
        "review_count": 7075,
        "rating_source": "G2",
        "rating_listing": "Zendesk for Customer Service",
        "rating_url": "https://www.g2.com/products/zendesk-support-suite/reviews",
        "rating_checked": "2026-09-17",
        "rating_note": null,
        "last_verified": "2026-09-12",
        "comparisons": [
            {
                "title": "Intercom vs Zendesk",
                "url": "https://helpcompare.com/intercom-vs-zendesk/",
                "last_verified": "2026-09-12"
            },
            {
                "title": "Zendesk vs Freshdesk: Which Helpdesk Platform Should You Choose in 2026?",
                "url": "https://helpcompare.com/zendesk-vs-freshdesk/",
                "last_verified": "2026-09-12"
            }
        ],
        "migrations_from": [
            {
                "to": "Intercom",
                "url": "https://helpcompare.com/zendesk-to-intercom-migration/"
            },
            {
                "to": "Freshdesk",
                "url": "https://helpcompare.com/zendesk-to-freshdesk-migration/"
            }
        ],
        "migrations_to": [
            {
                "from": "Intercom",
                "url": "https://helpcompare.com/intercom-to-zendesk-migration/"
            },
            {
                "from": "Freshdesk",
                "url": "https://helpcompare.com/freshdesk-to-zendesk-migration/"
            }
        ]
    },
    "security": {
        "slug": "zendesk",
        "name": "Zendesk",
        "category": "Customer Support",
        "checked": "2026-09-19",
        "scope": "Zendesk Suite (Team, Growth, Professional, Enterprise, Enterprise Plus); legacy Support-only plans differ",
        "profile_url": "https://helpcompare.com/tools/zendesk/#security-offline-remote",
        "trust_center": "https://www.zendesk.com/trust-center/",
        "fields": {
            "soc2": {
                "v": "Type II",
                "src": "https://www.zendesk.com/trust-center/",
                "q": "We undergo routine audits to receive updated SOC 2 Type II reports, available upon request and under NDA."
            },
            "iso27001": {
                "v": true,
                "src": "https://www.zendesk.com/trust-center/",
                "q": "Zendesk is ISO 27001:2022 certified."
            },
            "other_certs": {
                "v": [
                    "ISO/IEC 27017",
                    "ISO/IEC 27018",
                    "ISO/IEC 27701",
                    "ISO/IEC 42001",
                    "FedRAMP LI-SaaS",
                    "CSA STAR Level 2",
                    "Cyber Essentials Plus",
                    "HDS (France)"
                ],
                "src": "https://www.zendesk.com/trust-center/",
                "q": "Zendesk is FedRAMP authorized with Low Impact Software-as-a-Service (LI-SaaS) and is listed in the FedRAMP Marketplace."
            },
            "hipaa": {
                "v": "BAA available",
                "plan": "Advanced Security or Advanced Compliance add-on",
                "src": "https://www.zendesk.com/trust-center/",
                "q": "purchase the Advanced Security Deployed Associated Service or Advanced Compliance Deployed Associated Service Add-On;"
            },
            "gdpr_dpa": {
                "v": true,
                "src": "https://www.zendesk.com/trust-center/",
                "q": "You can review and/or execute Zendesk’s DPA here."
            },
            "sso_saml": {
                "v": true,
                "plan": "Suite Team",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408887505690-Enabling-SAML-single-sign-on",
                "q": "Zendesk supports enterprise single sign-on access to Zendesk accounts via Secure Assertion Markup Language (SAML),"
            },
            "scim": {
                "v": false,
                "src": "https://support.zendesk.com/hc/en-us/articles/8966513066138-Does-Zendesk-support-SCIM",
                "q": "No, Zendesk does not currently support any official SCIM connections."
            },
            "mfa": {
                "v": true,
                "enforce": "Suite Team",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408826974874-Managing-two-factor-authentication",
                "q": "You can require two-factor authentication for all team members, all end users, or both user types."
            },
            "audit_log": {
                "v": true,
                "plan": "Suite Enterprise",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408828001434-Viewing-the-audit-log-for-changes-to-your-account",
                "q": "The audit log allows customers on Enterprise plans and above to view various changes in their Zendesk account since the account was created."
            },
            "data_residency": {
                "v": [
                    "US",
                    "EU",
                    "UK",
                    "JP",
                    "AU"
                ],
                "plan": "Suite Professional (Data Center Location add-on, free)",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408838409754-About-the-Data-Center-Location-add-on",
                "q": "a Subscriber can choose to host their data within the following regions: United States European Economic Area (EEA) United Kingdom (UK) Japan (JP) Australia (AU)"
            },
            "encryption": {
                "v": "AES-256 at rest (AWS); TLS 1.2 or higher in transit",
                "src": "https://www.zendesk.com/trust-center/",
                "q": "Service Data is encrypted at rest in AWS using AES-256 key encryption."
            },
            "self_host": {
                "v": null
            },
            "mode": {
                "v": null
            },
            "desktop": {
                "v": null
            },
            "mobile": {
                "v": [
                    "iOS",
                    "Android"
                ],
                "src": "https://support.zendesk.com/hc/en-us/articles/7301111970842-Installing-and-configuring-the-Zendesk-Support-mobile-app",
                "q": "The Zendesk Support mobile app is available for download from both the App Store and Google Play Store for iOS and Android devices."
            },
            "limits": {
                "v": null
            },
            "ip_allowlist": {
                "v": true,
                "plan": "Suite Team",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408894156186-Restricting-access-to-Zendesk-Support-and-your-help-center-using-IP-restrictions",
                "q": "You can restrict access to Zendesk to users within a specified IP address range."
            },
            "device_controls": {
                "v": true,
                "plan": "Suite Team",
                "summary": "Admin-set inactivity session timeout and maximum session duration, separately for team members and end users.",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408832533274-Setting-session-timeout-for-users",
                "q": "You can set inactivity session time-out and maximum session duration to protect accounts by signing users out after inactivity."
            },
            "office_hardware": {
                "v": null
            }
        },
        "facts": [
            {
                "topic": "security",
                "text": "With IP restrictions on, sign-ins, API calls and page access from outside the allowed IP ranges fail; admins can let customers bypass the restriction, but not agents or admins.",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408894156186-Restricting-access-to-Zendesk-Support-and-your-help-center-using-IP-restrictions",
                "q": "Customers can be allowed to bypass restrictions while agents and admins cannot."
            },
            {
                "topic": "remote",
                "text": "Zendesk hosts Service Data in the US, EEA and Asia Pacific, and Suite Professional and above can pin data to the US, EEA, UK, Japan or Australia at no extra cost.",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408838409754-About-the-Data-Center-Location-add-on",
                "q": "The Data Center Location add-on is available and free of charge for Zendesk Suite Professional or higher plans, but it is not automatically activated."
            },
            {
                "topic": "security",
                "text": "Default session timeouts are 60 minutes for agents and eight hours for end users, and admins can shorten them.",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408832533274-Setting-session-timeout-for-users",
                "q": "Admins can choose separate session settings for team members and end users, with defaults of 60 minutes for agents and eight hours for end users."
            },
            {
                "topic": "remote",
                "text": "Agents can create and update tickets and get ticket notifications from the iOS and Android Support mobile app.",
                "src": "https://support.zendesk.com/hc/en-us/articles/4408846407066-About-the-Zendesk-Support-mobile-app",
                "q": "The Zendesk Support mobile app is an app for agents and team leads to view and respond to Zendesk tickets from your mobile device or tablet."
            }
        ]
    },
    "ai_pricing": [
        {
            "tool": "Zendesk",
            "category": "Customer Support",
            "ai_feature": "AI resolutions",
            "pricing_model": "Metered / credit-based",
            "pricing_model_key": "Metered",
            "detail": "Included allowance per agent, then $1.50 per automated resolution (committed) or $2.00 pay-as-you-go",
            "tool_url": "https://helpcompare.com/tools/zendesk/",
            "last_verified": "2026-09-12"
        }
    ],
    "sources": [
        "https://www.zendesk.com",
        "https://helpcompare.com/intercom-vs-zendesk/",
        "https://www.g2.com/products/zendesk-support-suite/reviews",
        "https://www.zendesk.com/trust-center/",
        "https://support.zendesk.com/hc/en-us/articles/4408887505690-Enabling-SAML-single-sign-on",
        "https://support.zendesk.com/hc/en-us/articles/8966513066138-Does-Zendesk-support-SCIM",
        "https://support.zendesk.com/hc/en-us/articles/4408826974874-Managing-two-factor-authentication",
        "https://support.zendesk.com/hc/en-us/articles/4408828001434-Viewing-the-audit-log-for-changes-to-your-account",
        "https://support.zendesk.com/hc/en-us/articles/4408838409754-About-the-Data-Center-Location-add-on",
        "https://support.zendesk.com/hc/en-us/articles/7301111970842-Installing-and-configuring-the-Zendesk-Support-mobile-app",
        "https://support.zendesk.com/hc/en-us/articles/4408894156186-Restricting-access-to-Zendesk-Support-and-your-help-center-using-IP-restrictions",
        "https://support.zendesk.com/hc/en-us/articles/4408832533274-Setting-session-timeout-for-users"
    ],
    "datasets": "https://helpcompare.com/data/manifest.json"
}