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Zendesk scores 70 out of 100 on the Agent Readiness Index
Zendesk reaches level 3, Connectable. Web experience is the strongest area at 96 out of 100. Identity and delegation is the weakest at 28.
Zendesk was scanned on October 3, 2026. Its score is 70 out of 100, level 3, Connectable. An agent can connect through an MCP server or a public API program. To reach level 4, Trusted: Let customers authorize agents: OAuth with PKCE, a registration path and documented delegate controls.
Website: zendesk.com
Score by area
| Area | Score | What it asks |
|---|---|---|
| Discoverability | 93 out of 100, worth 15 points | Can an agent find and read your pages? |
| Protocol access | 84 out of 100, worth 20 points | Can an agent connect to you through MCP or an API? |
| Identity and delegation | 28 out of 100, worth 20 points | Can a customer give an agent limited access without sharing a password? |
| Web experience | 96 out of 100, worth 15 points | Does your site work when an agent uses it? |
| Voice and IVR | Not measured yet | What happens when an agent calls your phone line? |
| Policy and governance | 51 out of 100, worth 10 points | Do your terms allow agents that act for customers? |
What is holding Zendesk back
- PKCE and client registration, 4 points lost. No authorization server metadata, so PKCE and client registration could not be confirmed. Fix: Require PKCE with S256 and support client ID metadata documents or dynamic client registration for approved agent clients.
- Passkeys at sign in, 4 points lost. No passkey signal was found on the sign in page or in the published pages read. A prompt that starts only after a person types is not visible to the scan. Fix: Offer passkeys with conditional UI on the sign in page and for step up approvals.
- Documented delegate and data sharing controls, 4 points lost. No public page on delegate access or connected app controls was found. Fix: Publish a help page on delegate access and add a connected apps screen where customers revoke access.
- Terms on automated access, 4 points lost. The terms restrict automated access and name no exception for authorized agents. Fix: Add an exception for authorized agents acting for the customer through approved interfaces.
What already works
- MCP server
- Sign in page loads for a declared agent in a browser
- llms.txt guide for agents
How Zendesk compares
The average score for software is 61.4 out of 100 across 124 organizations. The average across all 1,421 scored organizations is 42.2 out of 100.
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