Zendesk Acknowledged as a Key HR Software Provider by APPS RUN THE WORLD in the HCM Top 500 Market Report

Zendesk Strengths, Domain Expertise, and Key Differentiators

Zendesk's strengths lie in its intuitive interface and robust automation tools, which are highly praised by users for efficient ticket management. The platform's multi-channel support, self-service knowledge base, and customizable integrations cater to diverse business needs. Zendesk's focus on AI integration, as seen with its Copilot and Resolution Platform, positions it as a leader in delivering scalable and intelligent customer service solutions. Continuous innovation, with approximately 400 product releases annually, ensures that Zendesk remains at the forefront of customer experience technology.

Zendesk Recent Developments

Zendesk has solidified its position as a leader in AI-powered customer experience (CX) solutions in 2025, with significant advancements in its product offerings. The company launched the Zendesk for Contact Center platform, integrating the Engage platform from its recent acquisition of Local Measure, to enhance voice and AI-driven customer interactions. Additionally, Zendesk introduced Spotlight, a conversation QA discovery engine powered by its proprietary AI, enabling businesses to identify and escalate customer issues proactively. Strategic partnerships with AWS and Anthropic further bolster its AI capabilities, positioning Zendesk to meet evolving consumer expectations for seamless, personalized service.

Zendesk Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Zendesk applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Zendesk and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Zendesk Support Suite customers.

Zendesk Key Cloud and HCM Applications

Zendesk Support Suite

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Zendesk Direct vs Indirect sales

Zendesk Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified Zendesk Customers

No. of Zendesk Customers: 160000

No. of Zendesk HCM Applications Customers: 0

No. of Zendesk Cloud HCM Customers: 160000

No. of Zendesk Cloud HCM Subscribers: x

Zendesk serves a diverse customer base exceeding 160,000 organizations across 160 countries, spanning industries such as technology, retail, finance, and education. Its client portfolio includes high-profile companies like Cars24, Dream11, Uber, Canva, and Plum, alongside enterprise clients such as Stanley Black & Decker, Tesco, and Ingersoll Rand, which leverage Zendesk’s platform to manage interactions for over 225 million users. The platform’s scalability caters to both small businesses through its freemium model and large enterprises, with 39% of revenue driven by accounts utilizing premium features like Zendesk Suite, supporting multilingual operations in over 109 languages.

Zendesk Market Opportunities, M&A and Geo Expansions

The growing demand for AI-driven customer service solutions presents significant opportunities for Zendesk. The company's recent product enhancements, such as AI-powered QA tools and advanced omnichannel routing capabilities, position it to capitalize on this trend. Furthermore, Zendesk's venture capital arm, Zendesk Ventures, aims to invest in early-stage AI startups, fostering innovation and potentially integrating new technologies into its ecosystem.

Zendesk Risks and Challenges

Despite its strengths, Zendesk faces risks associated with market competition, economic fluctuations, and technological disruptions. The competitive landscape includes formidable players, necessitating continuous innovation and differentiation. Additionally, the rapidly evolving technology landscape requires Zendesk to remain agile and responsive to emerging trends. The company also underwent a round of layoffs in April 2025, indicating potential challenges in resource allocation and operational efficiency.

Zendesk Ecosystem, Partners, Resellers and SI

Zendesk’s ecosystem thrives on its open platform, Sunshine, which integrates with nearly 1,500 third-party applications, including Salesforce, Slack, and Microsoft Teams, enhancing its functionality across customer service, sales, and engagement. Strategic partnerships with AWS, Anthropic, and Meta, including the Relay platform for proactive communication, strengthen its AI and omnichannel capabilities. The Zendesk Marketplace, projected to generate over $200 million by 2026, fosters developer innovation by offering AI-powered tools and automation add-ons, increasing customer stickiness. Collaborations with Unity and TELUS Digital further expand its reach into gaming and enterprise CX, creating a robust, interconnected ecosystem that drives scalability and customization for diverse business needs.

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

For additional information on our methodologies, here's the link: