14%
arrow_upward3% YoY
#2
Summary
- Zendesk ranks #2 within the AI Support Bots category, maintaining its position month-over-month.
- As of April 2026, 14% of organizations who have a vendor in the AI Support Bots category use Zendesk: up 3 percentage points from last year.
- Zendesk has the highest adoption among mid-market companies (20%), compared to enterprise (9%), small-to-medium businesses (12%), and micro-SMB (7%).
- Zendesk key capabilities include AI-powered Answer Bot, intelligent ticket routing, and conversational AI workflows, supporting automated customer service and support ticket resolution.
Are businesses buying Zendesk?
Key stats
14%
arrow_upward3% YoY
Mid-Market, 54%
20%
23%
#2
#3
Adoption Rates by company size
| Company size | Adoption rate |
|---|---|
| SMB | 12% |
| Mid-market | 20% |
| Enterprise | 9% |
About Zendesk
Zendesk delivers AI agents that resolve customer and employee conversations across any channel, enabling businesses to automate service interactions while maintaining quality support at scale.
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Have feedback?About this data
These insights come from Ramp’s procurement and renewal data, built on real-world transactions observed across our platform. Figures represent aggregated observations from Ramp Procurement and Renewals activity.
| Date | New adopter share | Competitor switch rate | Dominant FTE segment | Adoption rate (Enterprise) | Adoption rate (Mid-Market) | Adoption rate (SMB) |
|---|---|---|---|---|---|---|
| Mar 2026 | 20% | 23% | Mid-Market, 54% | 9% | 20% | 12% |
| Feb 2026 | 9% | 23% | Mid-Market, 54% | 6% | 20% | 12% |
| Jan 2026 | 15% | 22% | Mid-Market, 54% | 7% | 20% | 11% |
| Dec 2025 | 26% | 23% | Mid-Market, 54% | 8% | 19% | 12% |
| Nov 2025 | 9% | 24% | Mid-Market, 54% | 8% | 18% | 11% |
| Oct 2025 | 14% | 25% | Mid-Market, 53% | 8% | 17% | 11% |
| Sep 2025 | 8% | 30% | Mid-Market, 53% | 10% | 17% | 10% |
| Aug 2025 | 15% | 32% | Mid-Market, 55% | 10% | 17% | 11% |
| Jul 2025 | 22% | 31% | Mid-Market, 54% | 10% | 16% | 10% |
| Jun 2025 | 14% | 32% | Mid-Market, 54% | 12% | 14% | 9% |
| May 2025 | 2% | 33% | Mid-Market, 53% | 14% | 13% | 9% |
| Apr 2025 | 12% | 29% | Mid-Market, 54% | 14% | 14% | 9% |
| Mar 2025 | 12% | 28% | Mid-Market, 54% | 15% | 14% | 9% |
| Feb 2025 | 13% | 26% | Mid-Market, 54% | 17% | 14% | 9% |
| Jan 2025 | 25% | 27% | Mid-Market, 52% | 8% | 13% | 8% |
| Dec 2024 | 13% | 30% | Mid-Market, 52% | 9% | 9% | 8% |
| Nov 2024 | 13% | 32% | Mid-Market, 53% | 9% | 9% | 7% |
| Oct 2024 | 9% | 32% | Mid-Market, 52% | 8% | 8% | 6% |
| Sep 2024 | 6% | 69% | Mid-Market, 53% | 0% | 6% | 6% |
| Aug 2024 | 9% | 39% | Mid-Market, 54% | 0% | 5% | 6% |
| Jul 2024 | 13% | 74% | Mid-Market, 53% | 0% | 6% | 5% |
| Jun 2024 | 14% | 82% | Mid-Market, 55% | 0% | 5% | 5% |
| May 2024 | 4% | 79% | Mid-Market, 55% | 0% | 4% | 4% |
| Apr 2024 | 15% | 88% | Mid-Market, 54% | 0% | 5% | 4% |
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