10%
2% YoY
#3
Summary
- Zendesk ranks #3 within the AI Support Bots category, maintaining its position month-over-month.
- As of October 2026, 10% of organizations who have a vendor in the AI Support Bots category use Zendesk: up 2 percentage points from last year.
- Zendesk has the highest adoption among mid-market companies (13%), compared to enterprise (5%), small-to-medium businesses (9%), and micro-SMB (5%).
- Zendesk key capabilities include AI-powered Answer Bot, intelligent ticket routing, and conversational AI workflows, supporting automated customer service and support ticket resolution.
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Key stats
10%
2% YoY
Mid-Market, 65%
10%
19%
#3
#1
Adoption Rates by company size
| Company size | Adoption rate |
|---|---|
| SMB | 9% |
| Mid-market | 13% |
| Enterprise | 5% |
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.
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) |
|---|---|---|---|---|---|---|
| Sep 2026 | 10% | 19% | Mid-Market, 65% | 5% | 13% | 9% |
| Aug 2026 | 8% | 20% | Mid-Market, 65% | 5% | 13% | 9% |
| Jul 2026 | 10% | 20% | Mid-Market, 68% | 5% | 13% | 9% |
| Jun 2026 | 10% | 20% | Mid-Market, 68% | 4% | 13% | 9% |
| May 2026 | 11% | 20% | Mid-Market, 71% | 4% | 13% | 9% |
| Apr 2026 | 9% | 23% | Mid-Market, 72% | 3% | 13% | 9% |
| Mar 2026 | 10% | 23% | Mid-Market, 77% | 3% | 13% | 9% |
| Feb 2026 | 5% | 22% | Mid-Market, 76% | 2% | 13% | 8% |
| Jan 2026 | 8% | 20% | Mid-Market, 74% | 2% | 13% | 8% |
| Dec 2025 | 13% | 23% | Mid-Market, 74% | 2% | 12% | 9% |
| Nov 2025 | 6% | 25% | Mid-Market, 73% | 2% | 12% | 8% |
| Oct 2025 | 12% | 25% | Mid-Market, 73% | 3% | 11% | 8% |
| Sep 2025 | 5% | 19% | Mid-Market, 73% | 3% | 11% | 7% |
| Aug 2025 | 11% | 19% | Mid-Market, 72% | 3% | 11% | 8% |
| Jul 2025 | 18% | 21% | Mid-Market, 71% | 3% | 10% | 7% |
| Jun 2025 | 10% | 19% | Mid-Market, 69% | 4% | 9% | 6% |
| May 2025 | 1% | 19% | Mid-Market, 70% | 4% | 8% | 6% |
| Apr 2025 | 10% | 20% | Mid-Market, 67% | 4% | 9% | 6% |
| Mar 2025 | 8% | 22% | Mid-Market, 66% | 4% | 8% | 6% |
| Feb 2025 | 9% | 29% | Mid-Market, 84% | 4% | 9% | 6% |
| Jan 2025 | 15% | 20% | Mid-Market, 80% | 0% | 8% | 5% |
| Dec 2024 | 7% | 20% | Mid-Market, 79% | 0% | 6% | 5% |
| Nov 2024 | 10% | 33% | Mid-Market, 80% | 0% | 6% | 5% |
| Oct 2024 | 6% | — | Mid-Market, 77% | 0% | 5% | 4% |
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