Zendesk
workspace_premiumMost adopted
42%
arrow_downward2% YoY
#1
Summary
- Zendesk ranks #1 within the AI Support Bots category, maintaining its position month-over-month.
- As of March 2026, 42% of organizations who have a vendor in the AI Support Bots category use Zendesk: down 2 percentage points from last year.
- Zendesk has the highest adoption among mid-market companies (48%), compared to enterprise (45%), small-to-medium businesses (39%), and micro-SMB (33%).
- 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
42%
arrow_downward2% YoY
Mid-Market, 54%
38%
27%
#1
#2
Adoption Rates by company size
| Company size | Adoption rate |
|---|---|
| SMB | 39% |
| Mid-market | 48% |
| Enterprise | 45% |
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) |
|---|---|---|---|---|---|---|
| Feb 2026 | 38% | 27% | Mid-Market, 54% | 45% | 48% | 39% |
| Jan 2026 | 38% | 27% | Mid-Market, 54% | 48% | 49% | 38% |
| Dec 2025 | 31% | 27% | Mid-Market, 54% | 47% | 49% | 39% |
| Nov 2025 | 24% | 28% | Mid-Market, 54% | 46% | 48% | 39% |
| Oct 2025 | 29% | 29% | Mid-Market, 53% | 47% | 49% | 40% |
| Sep 2025 | 33% | 30% | Mid-Market, 53% | 48% | 49% | 41% |
| Aug 2025 | 46% | 30% | Mid-Market, 55% | 47% | 50% | 41% |
| Jul 2025 | 34% | 30% | Mid-Market, 54% | 46% | 49% | 40% |
| Jun 2025 | 32% | 31% | Mid-Market, 54% | 46% | 49% | 41% |
| May 2025 | 32% | 32% | Mid-Market, 53% | 49% | 50% | 42% |
| Apr 2025 | 44% | 31% | Mid-Market, 54% | 51% | 50% | 42% |
| Mar 2025 | 51% | 31% | Mid-Market, 54% | 52% | 50% | 42% |
| Feb 2025 | 42% | 33% | Mid-Market, 54% | 52% | 50% | 41% |
| Jan 2025 | 43% | 29% | Mid-Market, 53% | 48% | 50% | 41% |
| Dec 2024 | 38% | 33% | Mid-Market, 53% | 48% | 49% | 42% |
| Nov 2024 | 33% | 35% | Mid-Market, 54% | 47% | 50% | 42% |
| Oct 2024 | 37% | 35% | Mid-Market, 53% | 46% | 51% | 43% |
| Sep 2024 | 35% | 36% | Mid-Market, 54% | 46% | 52% | 43% |
| Aug 2024 | 34% | 35% | Mid-Market, 54% | 46% | 52% | 43% |
| Jul 2024 | 39% | 38% | Mid-Market, 54% | 44% | 52% | 44% |
| Jun 2024 | 40% | 38% | Mid-Market, 55% | 48% | 54% | 44% |
| May 2024 | 44% | 37% | Mid-Market, 55% | 46% | 55% | 44% |
| Apr 2024 | 45% | 33% | Mid-Market, 54% | 47% | 55% | 43% |
| Mar 2024 | 50% | 34% | Mid-Market, 55% | 48% | 53% | 44% |
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