Cassidy AI vs Zendesk
Zendesk uniquely has 12 features · Cassidy AI uniquely has 6 features.
| Cassidy AI | Zendesk | |
|---|---|---|
| Company | ||
| Founded | 2023 | 2007 |
| HQ | New York, USA | San Francisco, USA |
| AI model | Multiple — OpenAI, Anthropic, Google (model-agnostic) | Proprietary (Zendesk AI + Forethought) |
| User base | 20,000+ teams worldwide | 4,086+ reviews on Capterra |
| Platforms | Web, Chrome Extension, Edge Extension, MS Word Add-on, MS Excel Add-on, Gmail Add-on, Outlook Add-on, Slack, Microsoft Teams, Google Chat, API, Browser Embed | Web, iOS, Android, API |
| Languages | English primarily — multilingual not publicly stated | 40+ |
| Pricing | ||
| Pricing model | Freemium | Subscription |
| Free plan | Yes | No |
| Free trial | Yes | Yes — 14 days |
| Starting price | Free — Starter | $25/mo |
| Enterprise | Custom — contact sales for Enterprise plan with white-glove onboarding, SSO, advanced RBAC, dedicated success manager, and solution engineering | Custom (Talk to Sales) |
| All plans | StarterFreeBusinessCustom | Support Team$25/agent/moSuite Team$69/agent/moSuite Professional$149/agent/moSuite Enterprise + CopilotCustom |
| Positioning | ||
| Best for | Small teams and enterprises running AI automations at scale | Teams needing AI-powered customer support and ticketing |
| Differentiator | Flexible AI credit and storage scaling with white-glove onboarding, private Slack channel, solution engineering, and tailored SLAs on Business plan | Zendesk combines a self-improving Resolution Learning Loop with Forethought AI agents that work across any platform without migration, delivering up to 80% automation while continuously learning from every resolved interaction. |
| Competitors | Moveworks, Microsoft Copilot Studio, Glean, Guru, Notion AI, Relay.app, Make.com | Intercom, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk |
| Features | ||
| AI Agents | — | ✓ |
| Access to All Features (Business) | ✓ | — |
| Admin Copilot | — | ✓ |
| Custom AI Credits & Storage | ✓ | — |
| Custom Seats & Workspaces | ✓ | — |
| Dedicated Success Manager | ✓ | — |
| Generative AI for Voice | — | ✓ |
| Ivr Phone Tree | — | ✓ |
| Knowledge Base | — | ✓ |
| Omnichannel Routing | — | ✓ |
| Premium Onboarding & Support | ✓ | — |
| Whatsapp Integration | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✕ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | — | ✓ |
| Sla Management | — | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Slack, Microsoft Teams, Google Chat, Gmail, Outlook, MS Word, MS Excel, Chrome/Edge Extension, Salesforce, HubSpot, Intercom, Front, Google Drive, SharePoint, custom APIs, data warehouses | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Zoom, Microsoft Teams, Google Analytics, Magento, 1,000+ apps in marketplace |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |