Key facts
- Founded in Copenhagen in 2007; headquarters moved to San Francisco in 2009 (181 Fremont Street).
- Hellman & Friedman and Permira-led consortium completed the take-private on 22 November 2022 (~US$10.2bn).
- Completed acquisition of Forethought on 26 March 2026 (announced 11 March 2026); Forethought AI Agents by Zendesk product add-on live 4 June 2026.
- 4,130 employees and products in 40+ languages across 160 countries and territories (Zendesk press fact sheet).
Focus areas
About
Zendesk is a San Francisco–headquartered service software company whose Resolution Platform combines ticketing, messaging, voice, knowledge and AI agents for customer and employee service. On 26 March 2026 Zendesk completed its acquisition of Forethought and offers Forethought AI Agents by Zendesk for omnichannel autonomous support inside Zendesk and on other platforms. Tom Eggemeier is Chief Executive Officer. The company serves organisations across 160 countries and territories with products in 40+ languages.
How they use AI
Zendesk uses AI agents and a Resolution Learning Loop so autonomous agents resolve service interactions end-to-end and improve from production conversations. Forethought AI Agents by Zendesk add multi-agent reasoning and workflow automation across chat, email and voice, including for organisations that are not Zendesk customers. Copilot assists human agents with drafts and next steps; Quality assurance and Workforce Management apply AI scoring and forecasting.
Products and services
- Zendesk Resolution Platform — unified service platform for customer and employee experience, orchestrating AI and human agents, knowledge and workflows
- Zendesk AI / AI agents — autonomous agents for service interactions with end-to-end resolution and a Resolution Learning Loop
- Forethought AI Agents by Zendesk — omnichannel agentic AI agents for chat, email and voice with multi-agent reasoning and workflow automation on Zendesk and non-Zendesk stacks
- Copilot — generative drafts, next steps and in-helpdesk guidance for human service agents
- Contact Center — voice and omnichannel contact centre with AI-powered channel resolution
- Employee Service — AI agents for internal employee request resolution
- Quality assurance — automatic scoring of human and AI agent interactions
- Workforce Management — AI-powered staffing forecasts and scheduling for service teams
Notable customers / partners
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Key people
- Tom Eggemeier — Chief Executive Officer
- Rachita Sundar — Chief Financial Officer
Investors
- Hellman & Friedman (take-private consortium, November 2022)
- Permira (take-private consortium, November 2022)
