Zendesk - JAN19 TSIS

The most recent enterprise spending intentions data for Zendesk was collected through ETR's proprietary TSIS (Technology Spending Intentions Survey) from 12/13/2018 - 1/10/2019 and was sourced from 97 CIOs and IT end users, which represent approximately $49B in annual IT spend. Further, of the 97 customers, 15 represent Fortune 500 organizations and 26 represent Global 2000 organizations.

In this report, ETR examines Zendesk's expected enterprise spend for 2019 with a focus on critical subsamples (Midsize and Small, Fortune 500/1000). Further, ETR provides information around customers' intent and likelihood around increasing usage with Zendesk in 2019, the value Zendesk has brought their organization since deployment, whether their organization is locked into using Zendesk, and whether Zendesk could be ripped out and replaced with another vendor. Next, ETR explores viable alternatives to Zendesk and peer benchmarks Zendesk's data against peers - ServiceNow, Salesforce, Freshdesk and more.

Lastly, ETR explores market share metrics, observers potential emerging threats in the CSS/ITSM space and provides an outlook for Zendesk for 2019.