Zendesk Named a Leader in the 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center

We’re proud to share that Gartner has named Zendesk a Leader in its 2025 Magic Quadrant™ for the CRM Customer Engagement Center, recognizing the impact we’re making in shaping the future of support. At Zendesk, we believe real resolutions define great service. That belief is at the heart of everything we build.

Every interaction between a business and its customers or employees is a chance to strengthen loyalty, improve efficiency, and deliver meaningful outcomes. The organizations thriving today are those connecting people, processes, and AI within a unified system built to resolve, not just respond.

The Zendesk Resolution Platform was created for exactly this purpose. It enables faster, smarter, and more human service experiences, helping teams evolve support from a cost center into a true source of growth and competitive advantage.

As AI transforms how businesses operate, service has become the clearest measure of its value. Zendesk is leading this evolution with AI that is practical, trusted, and measurable, empowering organizations to deliver real resolutions and long-term impact.

What makes Zendesk a Leader

Zendesk’s leadership is built on innovation, scale, and trust. The Resolution Platform unifies AI, automation, and human expertise into a single system that delivers real resolutions—consistently and at scale.

More than 100,000 organizations worldwide rely on Zendesk to manage their most critical interactions, resolving billions of inquiries each year. By the end of 2025, 20,000 of those organizations will be using Zendesk AI, representing the largest active AI user base in the service industry. This scale reflects both the confidence customers place in our platform and its proven ability to deliver measurable business results.

Zendesk continues to stand apart through its ease of use, rapid time to value, and seamless integration of AI across workflows—qualities that make it possible for organizations to innovate faster and deliver better service from day one.

The power of the Resolution Platform

The Zendesk Resolution Platform brings together core capabilities that work as one to improve efficiency, quality, and satisfaction across every channel:

• AI Agents autonomously resolve routine issues, clarifying vague inputs and improving over time with contextual learning.
• Agent Copilot assists in real time, surfacing the right insights, actions, and tone—freeing agents to focus on empathy and judgment.
• Automated Quality Assurance ensures consistency and compliance across 100% of interactions, enabling proactive coaching and continuous improvement.
• Workforce Engagement Management (WEM) aligns forecasting and staffing with real-time insights, improving adherence and efficiency.
• Knowledge Graph continuously learns from every interaction, powering smarter self-service and higher automation rates.

Together, these components create a dynamic system where AI and people work side by side to deliver faster, more consistent, and more personalized resolutions. Each interaction strengthens the next to create a continuous learning loop that drives measurable performance gains across the organization.

The Resolution Platform in action

Across industries, organizations are realizing the impact of a unified, AI-first approach to service.

Vimeo uses Zendesk AI Agents to manage millions of interactions, increasing agent productivity by 36%. With automation embedded into its workflows, agents now focus on more complex, relationship-driven issues.

Prince WIlliam Public Schools reimagined employee service with Copilot and Knowledge capabilities, cutting resolution times by 81% and maintaining 99% satisfaction while supporting more than 100,000 users.

Benevity, a global platform for corporate social impact, uses Zendesk AI Agents to handle 65% of user inquiries autonomously, and their human agents now respond 58% faster to the higher-impact requests that require personal attention.

And Virgin Atlantic’s new rewards club, Virgin Red, improved efficiency and quality with Automated Quality Assurance and AI-driven insights, reducing query handling time by half and reaching an 87% self-service rate.

These outcomes show how the Zendesk Resolution Platform connects AI, automation, and human expertise to deliver faster resolutions, stronger loyalty, and measurable ROI.

Looking ahead

Our leadership doesn’t stop here. We’re deepening our commitment to helping organizations deliver faster, smarter, and more human service experiences. At our recent AI Summit, we announced a number of innovations that further strengthen the Zendesk Resolution Platform – advancing the intelligence, automation, and connected experiences that define modern support.

As we continue to evolve our agentic platform for service, our focus remains on AI innovation that drives real business outcomes and builds stronger relationships at every touchpoint. The future of service belongs to those who can resolve with speed, empathy, and intelligence. Zendesk is proud to lead that future forward.

Gartner, Magic Quadrant for the CRM Customer Engagement Center, by Pri Rathnayake, Drew Kraus, Francesco Vicchi, Jim Robinson, 27 October 2025.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organizations and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.