State of the Market Report

Zendesk recognized as a leader in AI and automation by Futurum

Zendesk was named a key market shaper in Futurum's State of the Market Report: Enterprise Software and Digital Workflows, Q3 2025, and recognized for its AI- and automation-driven approach to fast, efficient issue resolution.

Read the report

The take of the Analyst

"The company’s confidence is reflected in its shift to outcome-based pricing. To be successful with this approach, Zendesk will need to clearly demonstrate the guardrails and conditions of what constitutes a resolution, but if they’re able to do that, they should be able to win prospects that are seeking to closely link software spending to value delivered."

How Zendesk AI works

Intelligence infused into every interaction

Let automation play a bigger role

Having too many customers is a good thing. Let AI agents resolve 80%+ of customer and employee interactions instantly across any channel.

Give agents more power

Increase team productivity by 20% with a proactive copilot built into their workflows. Your agents get full customer information and recommended next steps to deliver consistent service.

Operate at scale

Streamline workflows, reduce agent workload, and increase operational efficiency by over 15%—with complete visibility.

Zendesk, enterprise-grade service