The Zendesk platform is trusted by companies around the world as one of the most complete and reliable tools for customer service. In this article, we’ll walk you through everything you need to know—from its core features to how our team at Aktie Now helps businesses unlock its full potential.
Here’s what you’ll learn:
- What is the Zendesk platform?
- Why Zendesk is a smart choice
- How to get started with Zendesk
- Zendesk pricing plans: what to expect
- Who’s using Zendesk today
- Why partnering with Aktie Now makes all the difference
What is the Zendesk Platform?
Zendesk is a cloud-based platform designed to simplify and elevate customer service and sales. It’s ideal for businesses of all sizes looking for scalable and customizable support solutions. With tools to centralize conversations, automate repetitive tasks, and deliver fast, personalized service, Zendesk helps companies build better relationships with customers.
Its two flagship products are:
- Zendesk Support: A robust ticketing and multichannel customer support tool.
- Zendesk Sell: A CRM platform focused on optimizing sales processes and boosting productivity.
Zendesk is trusted in over 160 countries and is known for reducing costs, increasing customer satisfaction, and enhancing team efficiency—all while supporting interactions across channels like chat, email, voice, and social media.
New: Zendesk for Employee Experience
Zendesk isn’t just for external customer service anymore. With the new Zendesk for Employee Experience, internal teams like HR, IT, Legal, and Facilities can streamline employee support with the same level of quality and automation the platform is known for.
Key features include:
- Centralized internal requests
- Automated workflows and service routing
- A self-service knowledge base
- SLA tracking and visibility on priorities
- A smoother onboarding experience for new hires
Everything happens in a single, user-friendly interface—no more scattered emails or lost spreadsheets. If your internal support still relies on inboxes and manual tracking, this is your cue to level up.
Why Choose Zendesk?
Zendesk stands out not only for being one of the biggest names in customer experience, but for offering a balance between simplicity, power, and scalability. It’s easy for teams to adopt and packed with features that grow with your business.
Here’s what sets Zendesk apart:
- Omnichannel support (email, chat, WhatsApp, phone, social media)
- Intuitive interface with flexible customization
- AI-powered automations and chatbots
- Scalable plans that adapt to your growth
- Advanced analytics and real-time reporting
Zendesk also has a strong global community, extensive documentation, and a trusted network of certified partners, including Aktie Now, the first Zendesk partner in Brazil.
Getting Started with Zendesk
One of Zendesk’s biggest strengths is how quickly you can get started. Since it’s a cloud-based platform, there’s no need to install software locally, just create your account and go.
Here’s how:
- Sign up with your company email
- Add your support agents
- Customize your support channels and brand identity
From there, you can explore Zendesk’s core capabilities:
- Integrated messaging with AI Agents, Instagram, and other channels
- Unified inbox for email, social, and voice support
- Self-service portals and knowledge bases
- Real-time dashboards with Zendesk Explore
- SLA management and ticket automation tools
Zendesk Pricing: Plans Overview
Zendesk offers different plans for both customer support and sales teams. Each is designed to meet the specific needs of businesses at different stages.
Zendesk Support – Customer Support
A unified solution for managing service across multiple channels.
Plans include:
- Support Team: Core ticketing with email, chat, voice, social support, and standard bots.
- Suite Team: Adds automation tools, analytics, and more integrations.
- Suite Professional: Includes advanced reporting, agent skill-based routing, Slack/email collaboration, and HIPAA compliance.
- Suite Enterprise: Advanced data protection, sandbox environment, custom access controls, and real-time reports.
- Suite Enterprise Plus: Everything in Enterprise, plus onboarding services, a dedicated success manager, and custom reporting.
Zendesk Sell – Sales CRM
A CRM designed to accelerate sales with automation and insights.
Plans include:
- Sell Team: Custom pipelines, email/calendar sync, document storage, offline mobile access.
- Sell Growth: Adds mass emailing, unlimited templates, enriched data, and advanced prospecting.
- Sell Professional: Introduces lead scoring, premium APIs, task automation, and account hierarchy.
- Sell Enterprise: Fully customizable CRM for complex sales operations.
Need help choosing the right plan? Our experts at Aktie Now can guide you based on your business goals.
Who’s Using Zendesk?
Zendesk is trusted by startups, mid-sized companies, and global enterprises alike. Brands like Magalu, Victory Live, Qwake Technologies, Gesto, Serasa, Telecine, Electrolux, and BeyondMD use Zendesk to scale their customer service with speed and intelligence.
Here’s what Magalu (the second-largest e-commerce company in Brazil) achieved with Zendesk (with support from Aktie Now):
- 66% fewer screens needed per agent
- 49% of tickets resolved automatically
- 90% customer satisfaction score
- 20% faster issue resolution
Want to dive deeper into this transformation? Check out the full success story and see how Zendesk + Aktie Now delivered real results.
Why Partner with Aktie Now?
Aktie Now is a Zendesk Premier Partner and a leader in customer experience solutions across Latin America. As Zendesk’s first partner in Brazil, we bring 9+ years of experience helping businesses implement scalable, tech-driven support strategies.
We’ve delivered over 100,000 hours of CX projects, impacted 300,000+ agents, and influenced over 100 million end users in 11 countries.
Awards we’re proud of:
- Zendesk Partner of the Year 2024
- Silver – Best Consulting Project (Clientesa)
- #1 in Customer Innovation – ABT Award 2023
But what truly sets us apart is how we work: end-to-end support from strategy to execution. No half-solutions. Just full partnership.
If you’re looking for more than just a tool and want a strategic ally to elevate your CX operation, we’re here for you. Let’s build the future of customer experience together.
