SoftReplyZendesk
AI reply workflowDrafts every reply; a named human approves before send. Autonomy opt-in per mailbox.Copilot assists and autonomous AI agents resolve; AI is tiered add-ons, not one approve-before-send spine.
PhoneAI receptionist answers, fills a call form, files recording + transcript as a ticket.Native voice via Zendesk Talk (human agents); AI voice also available.
Audit trailApprover name on every send; source fact number and confidence on every AI-drafted send.Enterprise audit log — genuinely strong, but not AI-approver / fact / confidence structured.
Data residencyEU by default; bring your own AWS SES for outbound email.US default; EEA (Dublin or Frankfurt) via the Data Center Location add-on — included on Suite Professional and above, but off until you switch it on; no bring-your-own infrastructure.
CRM + sequencesBuilt in — not a separate product.Zendesk is exiting sales CRM — Sell retires August 2027, with Pipedrive as the recommended replacement; sequences live outside the help desk.
Every row is checked against the vendor's own public product docs, last on 22 July 2026; no pricing rows, since those move too often. These products ship fast — if a row has gone out of date, tell us and we will correct it.