Zendesk lists 16 features. How many does your team use?

Zendesk is a hosted suite; a custom app can replace the ticketing and workflow parts, but not its AI models, telephony network, or 1,800-app marketplace ecosystem.

AI agents and automation

• Autonomous AI agents for chat, email and voice
  AI agents resolve routine requests end to end across channels without human hand-off.
  We can't build this. Needs trained AI models at scale; a custom app can only wrap a third-party LLM, not match Zendesk's learned resolution data.
• No-code flow builder and business rules
  Admins build multi-step automations and routing rules without code.

Ticketing and customer service

• Unified ticket inbox across channels
  Track, organise and resolve customer enquiries in one place.
  Needs an outside service: Resend. Ticket lists, statuses and assignment are buildable; email send/receive needs a mail provider.
• Messaging and live chat
  Engage customers on a website or mobile app with live chat.
  Needs an outside service: Firebase Cloud Messaging. Live chat is buildable with polling or websockets; no global messaging network or push at scale.

Contact centre and voice

• Voice calls and IVR with AI
  Manage and resolve customer phone calls with AI voice agents.
  Needs an outside service: Twilio. Requires running telephony carrier infrastructure and voice AI; not buildable by us.
• Workforce management and scheduling
  Forecast demand and build agent schedules.

Knowledge and help centre

• Knowledge base and help centre
  Publish articles and community discussions for self-service.
• AI-generated knowledge articles
  Generate ready-to-use articles from existing content.
  Needs an outside service: OpenAI or Anthropic API. Possible via a third-party model API; no custom-trained models.

Reporting and analytics

• Dashboards and custom reports
  Intuitive dashboards and customisable reports on service data.
• AI-powered insight recommendations
  AI highlights trends and patterns across channels.
  Needs an outside service: OpenAI or Anthropic API. Basic trend stats are buildable; AI recommendations are simplified.

Quality assurance

• Automatic QA scoring of human and AI interactions
  Score 100% of interactions for accuracy and compliance.
  Needs an outside service: OpenAI or Anthropic API + Deepgram. Rule-based scoring is buildable; AI scoring depends on third-party models.

Integrations and extensibility

• APIs, webhooks and connectors
  Connect back-end systems and extend the product via APIs and webhooks.
• Marketplace of 1,800+ partner apps
  Install third-party apps and integrations.
  We can't build this. The partner ecosystem and marketplace cannot be recreated by us.

Employee service

• Internal request and IT service management
  Resolve employee requests and IT tickets.

Security and governance

• Roles, permissions and sign-in
  Control access to service data and AI actions.
• Enterprise certifications and AI governance
  Enterprise-grade security certifications and governance.
  We can't build this. Certifications such as SOC 2 or ISO cannot be obtained by a custom build.

What you’d bring

We write all the code. These features only work on outside services, and those accounts are yours to open and pay for directly.

What we can’t build

• Autonomous AI agents for chat, email and voice. Needs trained AI models at scale; a custom app can only wrap a third-party LLM, not match Zendesk's learned resolution data.
• Marketplace of 1,800+ partner apps. The partner ecosystem and marketplace cannot be recreated by us.
• Enterprise certifications and AI governance. Certifications such as SOC 2 or ISO cannot be obtained by a custom build.

Build only the Zendesk features you use

Pick your features, choose what it connects to, and see the price before you start.