17%
arrow_upward1% YoY
#2
Summary
- Zendesk ranks #2 within the AI Support Bots category, maintaining its position month-over-month.
- As of August 2026, 17% of organizations who have a vendor in the AI Support Bots category use Zendesk: up < 1 percentage points from last year.
- Zendesk has the highest adoption among mid-market companies (25%), compared to enterprise (14%), small-to-medium businesses (14%), and micro-SMB (9%).
- 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
17%
arrow_upward1% YoY
Mid-Market, 66%
12%
20%
#4
#2
Adoption Rates by company size
| Company size | Adoption rate |
|---|---|
| SMB | 14% |
| Mid-market | 25% |
| Enterprise | 14% |
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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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) |
|---|---|---|---|---|---|---|
| Jul 2026 | 12% | 20% | Mid-Market, 66% | 14% | 25% | 14% |
| Jun 2026 | 18% | 20% | Mid-Market, 66% | 15% | 25% | 14% |
| May 2026 | 16% | 21% | Mid-Market, 71% | 15% | 25% | 14% |
| Apr 2026 | 3% | 21% | Mid-Market, 71% | 10% | 25% | 14% |
| Mar 2026 | 15% | 22% | Mid-Market, 70% | 10% | 25% | 14% |
| Feb 2026 | 16% | 23% | Mid-Market, 70% | 10% | 25% | 14% |
| Jan 2026 | 17% | 21% | Mid-Market, 70% | 11% | 26% | 14% |
| Dec 2025 | 19% | 20% | Mid-Market, 69% | 12% | 25% | 14% |
| Nov 2025 | 15% | 26% | Mid-Market, 69% | 13% | 24% | 14% |
| Oct 2025 | 14% | 24% | Mid-Market, 72% | 12% | 25% | 14% |
| Sep 2025 | 11% | 21% | Mid-Market, 71% | 9% | 24% | 14% |
| Aug 2025 | 20% | 21% | Mid-Market, 71% | 9% | 24% | 14% |
| Jul 2025 | 12% | 21% | Mid-Market, 69% | 9% | 23% | 14% |
| Jun 2025 | 9% | 24% | Mid-Market, 69% | 10% | 22% | 14% |
| May 2025 | 14% | 19% | Mid-Market, 68% | 12% | 22% | 15% |
| Apr 2025 | 13% | 25% | Mid-Market, 68% | 12% | 23% | 15% |
| Mar 2025 | 9% | 29% | Mid-Market, 68% | 12% | 23% | 15% |
| Feb 2025 | 10% | 31% | Mid-Market, 68% | 12% | 23% | 15% |
| Jan 2025 | 16% | 31% | Mid-Market, 73% | 11% | 24% | 15% |
| Dec 2024 | 15% | 44% | Mid-Market, 73% | 6% | 24% | 15% |
| Nov 2024 | 16% | 43% | Mid-Market, 72% | 6% | 23% | 16% |
| Oct 2024 | 13% | 20% | Mid-Market, 72% | 5% | 23% | 16% |
| Sep 2024 | 13% | — | Mid-Market, 72% | 6% | 23% | 16% |
| Aug 2024 | 12% | — | Mid-Market, 72% | 6% | 23% | 16% |
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