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Zendesk
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Zendesk Company Overview

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Zendesk

● Active
SaaS · San Francisco, CA · Est. 2007
Customer ServiceSaaSCRMEnterprise↗ Website
$10.2B
Valuation
$1.89B
Revenue
7k+
Employees
2007
Founded

Zendesk is a customer service and engagement platform that helps businesses manage customer support, sales, and engagement across channels including email, chat, voice, and social. Used by over 100,000 organizations worldwide, Zendesk provides tools for support ticketing, AI-powered automation, and customer analytics to improve service quality and operational efficiency.

Recent Press
5 items
Award·2026-03-25
Zendesk Secures Key Industry Recognition as AI-First Strategy Gains Momentum
Zendesk was recognized as a Strong Performer in Forrester Wave for Customer Service Solutions Q1 2026, with AI managing more customer service interactions than humans in 2026.
Acquisition·2025-12-10
Zendesk Acquires Unleash to Enhance AI-First Employee Service Business
Zendesk acquired Unleash, an AI-powered enterprise search platform connecting knowledge across systems, to strengthen its AI-first employee service capabilities.
Press Release·2025-11-19
Zendesk CX Trends 2026: Contextual Intelligence Becomes New Standard for Customer Experience
Zendesk's 2026 CX Trends report, based on 11,000+ respondents across 22 countries, reveals that customers now expect instant resolutions, deeper personalization, and AI transparency.
Product Launch·2025-10-08
Zendesk Unveils Powerful New AI Capabilities Within Its Resolution Platform to Accelerate Service at Scale
Zendesk announced new AI agent and Voice AI capabilities, with nearly 20,000 customers using Zendesk AI and a projected AI ARR of $200M for the year.
Award·2025-06-04
Zendesk Named a Leader in 2025 Gartner Magic Quadrant for CRM Customer Engagement Center
Zendesk was recognized as a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center for the fifteenth consecutive year, cited for its completeness of vision in AI-native customer service and its strong execution across SMB and enterprise segments.
Company History
8 milestones
Mikkel Svane, Morten Primdahl, and Alexander Aghassipour founded Zendesk in a loft in Copenhagen with the mission to build a simple, beautiful help desk tool that companies of any size could use without heavy IT involvement.

Zendesk Organization Structure & Team

Org Chart
6,500 employees · Click a leader to explore their team
6,140 across 12 departments
Chief Executive Officer
Tom Eggemeier
Shashi Upadhyay — Departments
· 6140 people across 12 depts

Zendesk Financials, Revenue & Market Share

Annual Revenue
$1.89B
+11% vs prior year
YoY Growth
+11%
From $1.34B to $1.89B
Revenue / Employee
$262K
Annual revenue per full-time employee
Revenue Growth
2021
2022
2023
2024
2025
$1.34B
$1.53B
$1.58B
$1.70B
$1.89B
Market Share
Customer Service & Engagement Software
9%
share
Zendesk
9%
Salesforce Service Cloud
22%
Freshdesk
8%
ServiceNow CSM
12%
Intercom
5%
$50B
TAM
$18B
SAM
$1.7B
SOM
Revenue Streams
Subscription Software88%
Professional Services8%
Marketplace & Add-ons4%
Business Units
Customer Service Platform80%
Core Zendesk Support, AI Agents, Talk, Chat, and Guide products serving customer support and service teams across SMB, mid-market, and enterprise segments.
Sales CRM12%
Zendesk Sell CRM product targeting sales teams, offering pipeline management, contact tracking, and email integration with a focus on mid-market companies.
Professional Services & Marketplace8%
Implementation services, partner-led delivery, and premium marketplace add-ons that extend core platform capabilities for enterprise customers.

Zendesk Internal Tools & Processes

Internal Tools
12 departments
Engineering2200 people · 3 roles
Standards & Certifications
10 standards
Compliance frameworks, security audits, and quality certifications this company maintains.
Security
SOC 2 Type II
Certified
Zendesk maintains SOC 2 Type II certification across its cloud infrastructure, validating that security, availability, and confidentiality controls for Zendesk Support, Talk, and Guide meet AICPA trust service criteria requirements for enterprise customer data.
Security
ISO 27001
Certified
Zendesk holds ISO 27001 certification for its information security management system, demonstrating that the processes governing customer data stored within the Zendesk platform meet internationally recognized security standards.
Privacy
GDPR
Compliant
Zendesk is fully compliant with the EU General Data Protection Regulation, providing Data Processing Agreements, EU data residency options, and privacy controls that allow Zendesk customers to meet their own GDPR obligations when processing end-user support data.
Privacy
CCPA
Compliant
Zendesk supports California Consumer Privacy Act compliance by providing customers with the tools and contractual commitments needed to honor consumer data rights requests submitted through Zendesk support workflows.
Privacy
HIPAA
Compliant
Zendesk offers Business Associate Agreements for healthcare organizations, enabling HIPAA-compliant use of Zendesk Support for managing patient inquiries and health service communications where protected health information may be processed.
Security
PCI DSS
Compliant
Zendesk is PCI DSS compliant, ensuring that payment card data referenced or transmitted through Zendesk support tickets and Talk call recordings is handled in accordance with Payment Card Industry Data Security Standards.
Regulatory
FedRAMP
In Progress
Zendesk is pursuing FedRAMP authorization to enable US federal agencies to use Zendesk support and service management tools while meeting federal cloud security requirements mandated by the Office of Management and Budget.
Quality
ISO 9001:2015
Certified
Zendesk maintains ISO 9001:2015 certification for its quality management system, ensuring that product development, support operations, and professional services delivery meet consistent quality benchmarks across all global offices.
Accessibility
WCAG 2.1 AA
Compliant
Zendesk designs its agent workspace, help center templates, and customer-facing widgets to conform with WCAG 2.1 Level AA accessibility guidelines, ensuring that support tools are usable by agents and customers with disabilities.
Security
CSA STAR
Certified
Zendesk holds CSA STAR Level 1 certification, publicly disclosing its cloud security practices through the Cloud Security Alliance STAR Registry and demonstrating transparency in how customer data is protected across Zendesk cloud infrastructure.

Zendesk Interview Preparation

Interview Prep
Role-specific interview questions and keywords. Select a department, then click any role to prepare.
Engineering· 3 roles

Zendesk Products & Competitors

Product Suite
5 products · select one to explore
SaaS
Customer Support
Zendesk Support
The complete customer service solution

Zendesk Support is a ticketing system that centralizes customer conversations from email, chat, voice, social media, and messaging into a single agent workspace. Support teams at companies of all sizes use it to track, prioritize, and resolve customer issues with SLA management, automations, and deep analytics.

Use Cases
Managing multi-channel support tickets from email, chat, and Twitter in a unified agent viewConfiguring SLA policies and escalation rules to meet enterprise response time commitmentsBuilding self-service knowledge base articles to deflect common support requests
No image
Key Customers
SHOP
Shopify
WORK
Slack
ABNB
Airbnb
Competitive Intelligence
VSSalesforce Service Cloud
THEM

Salesforce Service Cloud is an enterprise customer service platform built on the Salesforce CRM, offering case management, AI-powered agent assistance, and deep integration with the broader Salesforce ecosystem.

EDGE

Deeper omnichannel flexibility and faster time-to-value for mid-market teams

VSFreshdesk
THEM

Freshdesk is a cloud-based customer support platform by Freshworks offering ticketing, automation, and AI assistance designed for small to mid-sized businesses with competitive pricing.

EDGE

More intuitive admin experience with lower total cost of ownership

VSServiceNow CSM
THEM

ServiceNow Customer Service Management is an enterprise-grade ITSM and CSM platform designed for large organizations requiring tight integration between IT operations and customer service workflows.

EDGE

Faster deployment and stronger out-of-the-box customer-facing UX

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