Re:amaze vs Zendesk
Re:amaze and Zendesk, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Re:amaze
Unified helpdesk, live chat, and AI for ecommerce.
Best for Ecommerce merchants (Shopify, BigCommerce, WooCommerce) and SMB online businesses.
2012 · San Jose, California.
Zendesk
AI-first resolution platform with autonomous AI agents that resolve tickets across all channels.
Best for Mid-market to enterprise support teams wanting an all-in-one omnichannel helpdesk with built-in AI agents. Also SMBs via self-serve.
2007 (Copenhagen, Denmark) · San Francisco, CA, USA.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- Re:amazePer agent/mo (Basic, Pro, Plus) plus flat Starter tier (unlimited agents, conversation cap).
- ZendeskPer agent/mo, annual or monthly. Suite is omnichannel, Support is email/ticketing only. AI billed separately.
- Free plan
- Re:amazeNo
- ZendeskNo
- Free trial / guarantee
- Re:amaze14 days (all Plus features, no card).
- Zendesk14 days (Suite Professional + Copilot).
- Price
- Re:amaze$29/agent/mo (Basic, monthly); $26.10 annual. · $49/agent/mo (Pro); $44.10 annual. · $69/agent/mo (Plus); $62.10 annual; Enterprise custom.
- Zendesk$19/agent/mo (Support Team, annual, email only). $55 (Suite Team, omnichannel). · $115/agent/mo (Suite Professional, annual). · Custom (Suite Enterprise + Copilot).
- Seat minimum
- Re:amazeNone. Pay per agent.
- ZendeskNot disclosed (none for self-serve).
- Unlimited agents
- Re:amazeYes. Starter $59/mo flat, capped at 500 responded conversations/mo.
- ZendeskNo. Priced per agent.
- Implementation fee
- Re:amazeNone listed.
- ZendeskNot disclosed (Launch/Optimization Services extra).
- Transparency
- Re:amazeHigh. Prices public.
- ZendeskModerate. Base prices public; per-resolution AI and Enterprise pricing not.
- Pricing last verified
- Re:amaze2026-06-02
- Zendesk2026-06-02
Channels
Where each tool can talk to customers.
- Re:amazeNative
- ZendeskNative
- Live chat
- Re:amazeNative
- ZendeskNative
- In-app messenger
- Re:amazeNative (Embed SDK; iOS/Android Mobile SDK).
- ZendeskNative (Web Widget and mobile SDK).
- Voice
- Re:amazeVoIP listed as a channel; also via Aircall, JustCall, RingCentral.
- ZendeskNative (Zendesk Talk, usage billed separately).
- SMS
- Re:amazeNative (Mobile SMS core channel).
- ZendeskNative (Zendesk Text).
- Re:amazeVia integration (Twilio WhatsApp Business API).
- ZendeskNative (all Suite plans).
- Social
- Re:amazeNative. FB/Messenger, Instagram; X via custom app.
- ZendeskNative (FB Messenger, Instagram; X, LINE, WeChat available).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- Re:amazeVoIP and video listed as native; also offered via Aircall, JustCall, RingCentral.
- ZendeskNative. Zendesk Talk, included in Suite.
- Voice AI / transcription
- Re:amazeNot disclosed.
- ZendeskYes. Live $0.027/min, post-call $0.01/min. Voice AI Agents in EAP.
- Telephony billed separately
- Re:amazeNot disclosed.
- ZendeskYes. Numbers $1–2/mo, inbound $0.016/min, recording $0.003/min.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- Re:amazeYes. AI Agent (Beta), 24/7, trained on KB articles.(claimed)source
- ZendeskYes. AI Agents resolve multi-step, multi-intent requests end to end across email, messaging, and voice.
- Copilot / Assist mode
- Re:amazeYes. Pre-drafts replies, summarization, sentiment, FAQ suggestions, AI article generation.(claimed)source
- ZendeskYes. Copilot handles next-best-action, auto-assist, triage, and call transcription. Add-on $50/agent/mo or in Suite Enterprise + Copilot.
- Claimed automation rate
- Re:amazeNot disclosed.
- ZendeskUp to 80% (homepage). Customers: Hello Sugar 66%, TeamSystem 80% email, Best Egg 80% messaging.(claimed)source
- AI channel coverage
- Re:amazeEmail, live chat, social, SMS, VoIP within unified inbox.(claimed)source
- ZendeskEmail, messaging (web, mobile, social), voice (Voice AI Agents in EAP), and ticketing.
- Agentic actions (API) vs answer-only
- Re:amazeAgents manage Shopify orders in the UI; autonomous AI actions not documented.
- ZendeskActions via API. Orchestrates refunds, cancellations, and legacy-system integrations. Agentic multi-step from May 2026.
- Knowledge sources
- Re:amazeKB articles (instant updates), customer profile data, conversation history.(claimed)source
- ZendeskHelp center, external sources (Google Drive, PDFs), and Confluence, via a unified knowledge graph.
- Underlying model
- Re:amazeNot disclosed.
- ZendeskOpenAI (zero-retention) on Azure. Also Azure, Amazon Bedrock, and GCP options, plus proprietary intent models.
- Trains on past tickets
- Re:amazeNot stated; summarization implies some contextual use.
- ZendeskYes. Resolution Learning Loop. Forethought acquisition adds self-improving agents.
- Pre-deploy simulation / sandbox
- Re:amazeNot disclosed.
- ZendeskNot disclosed on AI pages. Enterprise plans include a general sandbox.
- Multilingual
- Re:amazeNot disclosed.
- ZendeskYes. 80 languages at native fluency with auto-switch. KB in 40+ languages.
- Runs on your existing helpdesk vs native-only
- Re:amazeNative only.
- ZendeskNative to Zendesk (some deployment beyond Zendesk noted).
- AI pricing model
- Re:amazeResolution-based quota per plan; overage $0.85/resolution.
- ZendeskOutcome-based per successful resolution, with an allowance included. Packaging consolidated May 2026.
- AI unit price
- Re:amaze$0.85/resolution over quota (Basic 20/user, Pro 50, Plus 100).
- ZendeskNot disclosed (per-resolution price not published).
- Copilot / Assist price
- Re:amazeBundled into paid plans, no separate price.
- Zendesk$50/agent/mo (annual). Suite Enterprise + Copilot custom.
How Open.cx compares
Open.cx runs on top of Re:amaze or Zendeskas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- Re:amazeNot disclosed.
- ZendeskSOC 2 Type II (report under NDA).
- GDPR
- Re:amazeYes. DPA by default; SCCs; GoDaddy EU notices.
- ZendeskYes. EU BCRs, ISO 27701, published DPA.
- HIPAA / PCI
- Re:amazeNot disclosed.
- ZendeskYes. Advanced Compliance add-on with BAA.
- SSO / SAML
- Re:amazeYes. SAML/SSO (Okta, OneLogin, Azure AD, Google).
- ZendeskYes. SAML and OIDC, social SSO, 2FA.
- Data residency
- Re:amazeNot disclosed.
- ZendeskYes. US, AU, JP, EEA (Data Center Location add-on).
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Re:amaze50+ integrations (exact count not published).(claimed)source
- Zendesk1,800+ apps and integrations.
- Shopify depth
- Re:amazeDeep. Dedicated Shopify app; view, manage, modify, create orders in helpdesk; AI order bot; 4.4/5, 175 reviews.
- ZendeskDeep native (built with Shopify). Order details, refunds, and cancellations in-context. Shopify and Plus, free.
- Open / public API
- Re:amazeYes. RESTful JSON API.
- ZendeskYes. REST APIs across Support, AI Agents, Talk, Custom Objects, and more.
- Developer SDK / MCP
- Re:amazeYes. Embed SDK, Mobile SDK (iOS/Android, open-source), Custom Module SDK.
- ZendeskYes. Android, iOS, and Unity messaging SDKs, plus Apps Core API.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- Re:amazeYes. Trigger-based builder with AND/OR logic.
- ZendeskYes. No-code builder. App Builder (Pro+), Action Builder (Team+).
- Triggers / automations
- Re:amazeYes. Triggers by channel, content, attributes; automated messaging (Cues).
- ZendeskYes. Triggers and automations, with conditional logic across external integrations.
- Routing
- Re:amazeYes. Smart Assign round-robin; department routing.(3rd-party)source
- ZendeskOmnichannel (all plans). Skills-based and IVR (Pro+), intelligent triage (Enterprise+).
- Macros / canned responses
- Re:amazeYes. Macros plus Quick Answers templates.
- ZendeskYes. Macros plus AI macro suggestions.
- SLA management
- Re:amazeYes. SLA expiration triggers; reminders.
- ZendeskYes. Growth/Professional+.
Collaboration
How support teams work a queue together.
- Internal notes
- Re:amazeYes. Staff-only, @mentions.
- ZendeskYes
- Collision detection
- Re:amazeYes. Holds reply if two agents respond within a 5-min window.
- ZendeskNot disclosed on reviewed pages.
- Side conversations
- Re:amazeYes. Private replies/forwarding to third parties.
- ZendeskYes. In Agent Workspace.
- Shared inbox
- Re:amazeYes. Unified shared inbox.
- ZendeskYes. Unified Agent Workspace.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- Re:amazeYes. Customizable branded FAQ/help center.
- ZendeskYes. Guide, with branded help centers in 40+ languages.
- Help center
- Re:amazeYes. Embeddable/self-hosted on custom domain or in chat widget.
- ZendeskYes. Multiple help centers per brand.
- Community forum
- Re:amazeNot offered.
- ZendeskYes. Zendesk Gather.
- AI answers from knowledge base
- Re:amazeYes. KB trains AI Agent/chatbots; AI FAQ Bot; article drafts.(claimed)source
- ZendeskYes. Generative AI search, semantic search, AI article generation, and gap detection.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- Re:amazeYes. Live dashboard (volume, response times, browsing, geo).(claimed)source
- ZendeskYes. Explore. Prebuilt on all Suite plans, real-time on Pro+.
- Custom reports
- Re:amazeBuilt-in reporting; custom-build unclear.
- ZendeskYes. Suite Professional+ (Explore Pro). Not on Team.
- Included in lowest tier
- Re:amazeBasic plan: basic reporting; advanced in Pro and up.
- ZendeskTeam: prebuilt only. Professional+: custom plus real-time.
- CSAT surveys
- Re:amazeYes. Automated satisfaction surveys.(claimed)source
- ZendeskYes. Native CSAT. Explore CSAT reporting on Pro+.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- Re:amazeSelf-serve (14-day trial); partner training; enterprise white-glove.
- ZendeskLaunch, Optimization, and AI Services. Zendesk Assist, Academy, and Help Center.
- Support channels
- Re:amazeEmail ([email protected]); in-platform live chat; KB.
- ZendeskWeb and help form on all plans. Premier adds phone and 24/7.
- Dedicated CSM
- Re:amazeDedicated CSM at Platinum partner tier; not standard for customer tiers.
- ZendeskPremier Plus: PSE plus TAM, monthly reviews. Enterprise: weekly.
- Implementation partners
- Re:amazeYes. Silver/Gold/Platinum partner program.
- ZendeskYes. 1,800+ Marketplace partners plus Professional Services.