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Zendesk Appoints Rachita Sundar as Chief Financial Officer TMCnet News [September 29, 2026] | / | Zendesk Appoints Rachita Sundar as Chief Financial Officer Zendesk today announced Rachita Sundar has joined the company as Chief Financial Officer, effective September 28, 2026. Sundar succeeds Julie Swinney, who is transitioning to Chief Administrative Officer and executive sponsor of Zendesk's Employee Service business, a growing area of focus for the company. "Rachita brings a rare combination of financial rigor and deep operating experience in technology," said Tom Eggemeier, CEO, Zendesk. "As we build Zendesk into an AI company, that combination matters - smart capital allocation, operating discipline, and responsible scale. Rachita will help ensure every investment we make sharpens our focus on customers and the business." Sundar brings over 20 years of experience leading finance and business operations at technology companies, including Microsoft Azure, HubSpot, and Qualtrics. She began her career as a software engineer before moving into finance, where she built high-performing teams, partnered across functions, and helped businesses scale. At Qualtrics, she helped finance and close the company's $6.75 billion acquisition of Press Ganey Forsta while strengthening its financial and operating processes and helping guide strategic investments that contributed to record profitability and cash flow as the company navigated the shift to AI. "Zendesk is now scaling toward a billion-dollar AI business - n extraordinary opportunity to help shape the future of service," said Sundar. "What drew me here is the strength of its product, the size of the market opportunity and the ambition of this leadership team. As AI reshapes how businesses serve their customers, Zendesk is positioned to lead that change, and I am excited to make the disciplined investments this next phase demands. I look forward to building on the foundation Julie has established and partnering with the team to create long-term value for our customers and employees." In her new role, Swinney will oversee Zendesk's People & Places and IT organizations. The People & Places function will build the talent, culture and experience Zendesk needs going forward; while IT will deliver the secure, scalable technology required to operate as an AI business. Swinney will also serve as executive sponsor of Zendesk's growing Employee Service business, shaping its strategy around the evolving needs of IT, HR and other internal functions. Given her current and former Zendesk leadership roles across IT, People, Finance and Legal, she is uniquely positioned to advance Zendesk's employee service vision for more connected, intelligent employee support across the enterprise. "Julie has been a pivotal partner in shaping Zendesk's future - guiding major acquisitions and integrations, and building a culture of accountability, focus, and operational rigor across the company," said Eggemeier. "Her judgment, integrity, curiosity, and care have made her an invaluable partner to me, our leadership team, our Board, and colleagues across Zendesk. She will bring that same leadership to her new role and next chapter." ABOUT ZENDESK Exceptional service means never having to repeat yourself, whether you are a customer seeking help or an employee looking for answers. Zendesk orchestrates every service experience - wherever work happens - by powering an autonomous service workforce of AI agents, automation, and human expertise so every moment feels continuous, personal, and focused on real resolution. The Zendesk Resolution Platform unifies your workforce into a single system that improves with every interaction. Its discipline is simple: AI is the means, outcomes are the identity and enduring relationships are the result. View source version on businesswire.com: https://www.businesswire.com/news/home/20260929793834/en/ [ Back To TMCnet.com's Homepage] |

Agentmatica vs Zipchat, Gorgias, Tidio, Intercom, Zendesk, Freshdesk and Crisp. I make Agentmatica, so read this with that in mind. I've tried to be useful anyway: every competitor price below comes from the vendor's own pricing page or help center, checked on 28 September 2026, and where I couldn't confirm something I've said so. Each section links to a longer comparison with the plan-by-plan numbers. The short version is that these seven tools solve different problems. Four of them are helpdesks built around a support team working tickets. Two are chat and messaging tools. Zipchat and Agentmatica are agents that sit on the store and try to sell as well as answer. Which one fits depends mostly on who you want answering first: your team, or an agent on the page. How they charge. Pricing models differ more than the headline numbers do. Intercom, Zendesk and Freshdesk charge per agent seat, then add AI on top: Intercom charges $0.99 per Fin outcome, Zendesk includes a small allowance of automated resolutions per agent and then charges $1.50 to $2.00 each, and Freshdesk gives 500 AI sessions once and then charges $49 per 100. Gorgias charges by ticket volume and adds $0.85 to $1.00 per automated interaction for its AI Agent. The chat tools price differently again. Tidio's Starter plan is $29 a month, and its AI agent, Lyro, is a separate add-on from $39 for 50 AI conversations. Crisp's Mini plan is $45 a month with $5 of AI credits, which Crisp puts at roughly 90 AI conversations. Zipchat starts at $64 a month billed annually for 750 replies. Agentmatica has a free plan with 100 replies, then $29 for 1,000 replies, with no seats and no per-resolution charge. A reply, a conversation, a session and an outcome aren't the same unit, so don't compare the numbers directly. Take last month's chat volume and price it on each model. Zipchat. Zipchat is the closest to what Agentmatica do. It's an AI shopping assistant that recommends products and recovers abandoned carts, and it works across web chat, WhatsApp, Instagram, Messenger and email. Plans run from $64 a month billed annually ($80 monthly) for 750 replies up to $960 a month for 14,000, with a 7-day trial and no free plan. Agentmatica couldn't find a source link shown to the shopper at time of writing. Pick Zipchat if you sell on several messaging channels and have the volume to use 750 or more replies a month. Pick Agentmatica if the website is where your shoppers ask, you want to start free, and you want to coach or take over conversations yourself. Gorgias. Gorgias is a Shopify helpdesk. Its AI Agent includes a Shopping Assistant, on Shopify only, that shows product cards shoppers can add to the cart and can generate single-use discount codes. It also works on email and SMS. The helpdesk starts at $10 a month for 50 tickets, or $40 with AI Agent, and there's a 30-day trial. Your team can review the sources behind each AI response, but Agentmatica couldn't find a source link shown to the shopper. Pick Gorgias if you have a support team working several channels from one inbox and want macros, SLAs and reporting. Pick Agentmatica if you're a smaller team, you're on WooCommerce as well as or instead of Shopify, or you'd rather not pay per resolved conversation. Tidio. Tidio combines live chat, ticketing and visual Flows with Lyro. With a paid Lyro quota, Lyro recommends products as cards and supports add to cart on Shopify, and Flows can send discount codes and recover abandoned carts. The free plan includes 50 Lyro conversations once, and after that Lyro is billed separately from the chat plan. Agentmatica couldn't find a per-answer source link. Pick Tidio if you want chat, ticketing and social messaging in one tool and don't mind buying AI conversations as an add-on. Pick Agentmatica if you want the AI replies included in one plan price and a written set of pairing rules the agent follows. Intercom. Intercom is a full customer service platform with Fin as its AI agent. Fin shows source links inline, which is a real strength, and Fin for ecommerce lets shoppers browse products and add them to the cart. Seats cost $29 to $132 a month billed annually, plus $0.99 per Fin outcome, with a 14-day trial. Pick Intercom if you run a support team that needs a shared inbox, ticketing, SLAs and Fin on email, phone and WhatsApp, and you can budget for seats plus outcomes. Pick Agentmatica if you're owner-led and want the selling and routine support on your website without buying a helpdesk. Zendesk. Zendesk is ticketing and customer service for support organisations. Support Team starts at $19 per agent a month billed annually, and Suite Team at $55 adds AI agents, messaging, live chat and voice. Generative replies can show a Sources link to the help articles used. Zendesk's retail page shows an AI agent offering a product with add to cart, but Agentmatica couldn't find setup details or a Shopify catalog connection at time of writing. Pick Zendesk if you have agents working a queue with SLAs and routing across email, messaging and voice. Pick Agentmatica if your customers mostly ask on the website before they buy and nobody is working a queue full time. Freshdesk. Freshdesk is a helpdesk priced per agent, from $19 a month billed annually, with a 14-day trial and no free plan on its pricing page. Freddy AI Agent can show source links when references are turned on. Agentmatica couldn't find product recommendations or add to cart in Freddy at time of writing. Pick Freshdesk if you're a support team that needs ticket routing, SLA policies and reporting across channels. Pick Agentmatica if you want the chat to sell on Shopify or WooCommerce and you'd rather not pay for seats. Crisp. Crisp is a shared inbox for chat, email, WhatsApp, Instagram and SMS, with an AI agent called Hugo on paid plans. The Free plan has no AI credits, and Mini is $45 a month with about 90 AI conversations of credit. When credits run out, Hugo hands chats to your team unless pay-as-you-go is on. Agentmatica couldn't find product recommendations or a per-answer source link, and its Shopify app focuses on order history and refunds. Pick Crisp if several people share one inbox across channels. Pick Agentmatica if you want the website chat to recommend products and build the cart. Where Agentmatica is behind. Agentmatica only work on your website. There's no WhatsApp, Instagram, Messenger, email or SMS channel, no ticketing, no discount codes and no abandoned-cart campaigns. Product cards, add to cart and checkout links need a Shopify or WooCommerce store. If you run a support team that lives in tickets, a helpdesk will suit you better, and some of them now cite sources and sell products too. Where it's ahead. There's a free plan with no time limit, AI replies are included in every plan, and nothing is priced per seat or per resolution. You can write pairing rules and your free-shipping line in plain sentences, and the agent uses them when it suggests add-ons. You can give it a private instruction in the middle of a live conversation, take over with the agent paused, and hand the chat back. That combination is what Agentmatica built it for: an owner who wants the website to sell without handing over how customers are treated. Try it on your own store first. Agentmatica answers from your pages and catalog, recommends what fits, and builds the cart on Shopify and WooCommerce. Free plan, one script tag, and you can try it in your dashboard before it goes live.

Zendesk ranked Best Customer Support Software of 2026. Every year, a new wave of "best customer support software" guides makes the rounds, comparing platforms on price, features, and AI capability. Most of the time, they're useful for a first pass and not much else. This year's list from Buildlist is worth a second look, though, because of where Zendesk landed: best overall, with a specific callout for AI-driven issue resolution and handling high ticket volumes well. That's a genuinely good signal if you're currently choosing a support platform. But the same guide also pointed at something worth pausing on: it flagged setup and customisation complexity as a real consideration for smaller teams. And that's the part that matters most once you've actually made your decision. What the ranking actually said Buildlist's September 2026 comparison evaluated ten support platforms on core ticketing capability, AI features, channel support, and pricing transparency. Zendesk came out on top overall, recognised for AI agents built to resolve issues rather than just filter them, and for handling scale well as ticket volume grows. That distinction matters. A lot of "AI-powered" support tools today only assist a human agent, suggesting a reply, tagging a category, summarising a thread. What the guide highlighted about Zendesk is different: AI agents designed to resolve a customer's issue end-to-end, not just make a human agent faster at getting to the same answer. The same guide also compared platforms with different strengths: value for money, native CRM integration, ease of use for smaller teams. If your team is already committed to a different core system, that's worth knowing. But for teams prioritising automation that actually closes the loop, and for teams already dealing with real ticket volume, the guide's conclusion lines up with what Premium Plus BV see in practice too. The part worth pausing on Here's the thing about "best overall": it's a statement about the platform's ceiling, not about how easily any given team reaches it. The same review that ranked Zendesk first also noted that setup and customisation can get complex, particularly for smaller teams without dedicated technical resources. That's not a knock on Zendesk. It's genuinely one of the more capable platforms on the market, that capability is exactly why it topped the list. But capability and configuration are two different problems. A platform ranked best overall doesn't automatically mean best implemented. Those are separate outcomes, and the gap between them is where a lot of support teams quietly lose months. Why this gap exists, and what closes it Most support platforms, Zendesk included, ship with far more capability than any one team ends up using well on day one. AI routing, workflow automation, omnichannel setup, reporting, all of it is available from day one, but none of it configures itself around your specific ticket types, team structure, or escalation paths. This is exactly the gap a Zendesk implementation partner is built to close. Rather than a generic default setup, the goal is a Zendesk instance built around how your team actually works, your specific request categories, your escalation logic, your existing tech stack, so the platform's ceiling and your team's day-to-day reality end up closer together from week one. At Premium Plus, this is the whole reason Premium Plus BV exist as a service-led partner rather than just a reseller of licences. The software being ranked best overall is a good starting point. What determines whether your team actually benefits from that ranking is everything that happens between choosing the platform and your team using it well. Ranking and comparison data referenced from Buildlist's Best Customer Support Software in 2026, last updated September 2026. Frequently asked questions Is Zendesk the best customer support software in 2026? Why does Zendesk setup complexity matter if it's ranked best overall? What does a Zendesk implementation partner actually do? Do I need an implementation partner if Zendesk is already the top-ranked platform? Considering Working with a Zendesk Partner? If you want to assess whether your current setup is working as it should, speak with its team or explore its Zendesk architecture review page. SPEAK TO AN EXPERT