Some risk
Multi-channel customer service platform.

Type of organisation: Publicly-listed company (or group)
Market share: Market dominance

Pricing: Starting from $5/agent/month
Factors driving pricing: Additional features, More users (publishing-side)
Skills needed to set-up: Needs tool/domain expert to configure
Skills needed to use: Needs tool/domain expert for ongoing use
Requires audience sign-in to use: No, sign-in is optional
Open Source alternatives available
Releases new features regularly
Clear data policies
Allows data export
Allows data deletion
Has accessibility statement
Shares diversity data
Newsworthy security breaches - Zendesk Security Breach May Impact Orgs Like Uber, Slack, and FCC

Full Product Data Collection

Data collected January-February 2020

Product nameZendesk
Product URL
Parent organisationN/A
Workflow categoryAudience engagement & monetisation
Date product founded2007
Product descriptionMulti-channel customer service platform.
What type of company or organisation is the product owned by?Publicly-listed company (or group)
Is the company profit-making?Yes, profitable
How is this product funded?Subscriptions
What market share does the tool have?Market dominance
Is there an Open Source alternative in this product space?Yes. osTicket, ((OTRS)) Community Edition, Zammad
When did the company last release new features?Q4 2019: Launch of Zendesk Gather community forum software and Sunshine Conversations unified business messaging platform
Have they shared details of the product roadmap?No
Is there talk of the product raising further investment?No
Is there talk of the product being acquired?No
Have there been any newsworthy business issues or challenges in the last 12 months?No
Is there a pricing model listed on the website?Yes
How clear & transparent is this pricing model?Partly: some pricing listed; must speak to salesperson to confirm
What is the range of prices offered?Tiered pricing for individual products (a wide range of customer service solutions is available), too complex to list in detail, but pricing starts at $5 per agent.
What factors drive higher pricing?Additional features, More users (publishing-side)
What skills are needed to get this tool set up & usable?Needs tool/domain expert to configure
What skills are needed to USE this tool day-to-day?Needs tool/domain expert for ongoing use
Does this tool use proprietary file formats for saving documents & outputs?Defaults to common open standard file formats
Is the product reliant on 3rd-party APIs or interoperability to function?No
Have there been any newsworthy technical issues in the last 3 years?No
How clear is the Terms of Service for users (i.e. publishing customers)?Technical, legalistic TOS
Does the product have a data collection & usage policy on its website? (Can be a GDPR statement)?Yes, comprehensive.
Is their data policy “GDPR everywhere”?GDPR unclear on these details
Does the product require your audience to sign-in to use it?No, sign-in is optional
IF SIGN IN REQUIRED: Does audience sign-in use 3rd party platforms?Yes. Facebook authentication, Google authentication, Microsoft authentication, Twitter authentication, User account also available
Does the public product website mention how to export or transfer your data to another service?Yes: Export publisher metadata, Yes: Export/transfer publisher content
Does the public product website mention how to delete your data?Yes: for both publisher and audience data
Have there been any newsworthy security breaches with this product in the last 3 years?Yes. Zendesk Security Breach May Impact Orgs Like Uber, Slack, and FCC
Does the company have an accessibility statement on its website?Yes
Does the company release information on the diversity of the workforce?Yes