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Globalimpactreport2019

Table of contents3Message from our CEO4About this report6Social impact13Environmental impact18Employee inclusion and culture23Responsible business practices27Appendix/additional resources

SECTION ONEMessagefrom our CEOZendesk has always been about removing barriersbetween people. Our products remove frictionbetween businesses and customers, and we tryto make it as easy as possible for people to dobusiness with us.And this idea of service and removing barriers goesbeyond our core business of customer experiencesoftware. We try to be as active as we can in thecommunities where we’re located and in the worldgenerally. Not only is it the right thing to do, but italso makes our company and our products better.We’re living at a time where being involved is moreimportant than ever. As people and organizationsrecover from the social and economic impact ofCOVID-19, companies like ours have an even biggerresponsibility to help rebuild our communities.leadership. We want people from differentbackgrounds and perspectives to thrive and makeus a stronger company.There is even more that we want to do as acompany. For example, we are making newenvironmental commitments to power our globaloffice with all renewable energy by 2021 and reacha carbon footprint of net zero in our hostingoperations by 2022.Our first Global Impact Report gives you a glimpseinto how we’re trying to be helpful in our localcommunities and impact the world around us. I hopeyou will join us in the journey.We’re committed to doing that in the localcommunities across our offices in 10 countries. Itstarts with being out in our communities. Throughvolunteering, our more than 3,500 employees buildmore empathy for people living different experiencesthan our own. It gives us a broader perspective as acompany and improves our work.We also directly support organizations with grantsthrough our Neighbor Foundation, and offer othersdirect access to Zendesk products and expertisethrough our Tech for Good program. Both help ourlocal nonprofit partners make a bigger impact.Our social responsibility initiatives also attract greatpeople to Zendesk. We focus on diversity, equity, andinclusion in our hiring, workplace experience and2019 Zendesk Global Impact ReportMikkel SvaneCEO, Zendesk3

S E CT I O N T WOAboutthis reportAbout ZendeskThe best customer experiences are built withZendesk. Our customer service and engagementproducts are powerful and flexible, and scale to meetthe needs of any business. Zendesk servesbusinesses across a multitude of industries, withmore than 160,000 paid customer accounts offeringservice and support in over 30 languages. Learnmore at www.zendesk.com.Social impact is core to Zendesk’s culture and brand.We believe we have a responsibility to use ourplatform for good, approach complex social issueswith empathy, and put human relationships at theforefront of engagement. We do this so we canmaintain perspective, focus on issues bigger thanourselves, and create a work culture that prioritizespurpose over perks.This 2019 Global Impact Report is Zendesk’s firstcomprehensive Environmental, Social, andGovernance (ESG) report. The data shared here willform the baseline data for comparing our progress infuture reports. The data shared in this report is limitedto the Company’s operations for our fiscal year 2019(January 1, 2019 through December 31st, 2019, unless2019 Zendesk Global Impact Reportotherwise noted). Zendesk acquired SmoochTechnologies Holdings ULC in May 2019 and thereport includes these employees as part of ourreporting. The data in this report may contain figuresthat are approximated or rounded based on the bestmeasurements we have available to us.All Environmental data around our greenhouse gas(GHG) emissions was prepared by Anthesis Groupand reviewed by internal Zendesk stakeholders. AsZendesk continues to improve our data collectionand analysis processes, we will adjust our GHGaccounting to ensure the information provided is asaccurate as possible.This report has not been assured by a third party.4

This report contains forward -looking statements,including, among other things, statements regardingZendesk’s future financial performance, its continuedinvestment to grow its business, and progress towardits long- term financial objectives. Words such as“may,” “should,” “will,” “believe,” “expect,” “anticipate,”“target,” “project,” and similar phrases that denotefuture expectation or intent regarding Zendesk’sfinancial results, operations, and other matters areintended to identify forward -looking statements. Youshould not rely upon forward -looking statements aspredictions of future events.The outcome of the events described in theseforward -looking statements is subject to known andunknown risks, uncertainties, and other factors thatmay cause Zendesk’s actual results, performance, orachievements to differ materially, including thosemore fully described in Zendesk’s current and futurefilings with the Securities and Exchange Commission,including its Annual Report on Form 10-K for the yearended December 31, 2019 and its Quarterly Report onForm 10 -Q for the quarter ended March 31, 2020.This presentation utilizes certain trademarks andservice marks for reference purposes. All suchtrademarks and service marks are and remain theproperty of their respective owners.Sustainable Development GoalsalignmentAt Zendesk, we feel it’s important to contribute to thelarger global effort to tackle many of the world’slargest issues, by aligning our work to the UnitedNations Sustainable Development Goals initiative(SDGs).In total, our products, services, and social impactstrategies are aligned with eleven of the SustainableDevelopment Goals, at the target level.Forward- looking statements represent Zendesk’smanagement’s beliefs and assumptions only as of thedate such statements are made. Zendesk undertakesno obligation to update any forward- lookingstatements made in this presentation to reflect eventsor circumstances after the date of this presentation orto reflect new information or the occurrence ofunanticipated events, except as required by law.This report includes a number of operating metricsthat Zendesk uses to evaluate its business, measureperformance, identify trends, formulate businessplans, and make strategic decisions. Please seeZendesk’s filings with the Securities and ExchangeCommission, including its Annual Report on Form10-K for the year ended December 31, 2019 and itsQuarterly Report on Form 10 -Q for the quarter endedMarch 31, 2020 for details regarding the definitionand calculation and its operating metrics.2019 Zendesk Global Impact Report5

SECTION THREESocial impactSocial impact is a company-wide commitment toprograms and practices that promote authentic,human-to-human connection. It is how we live ourcompany values, and work toward our goal to bea good neighbor in our communities. Learn moreon our social impact page.The ZendeskNeighbor FoundationWhen we founded the ZendeskNeighbor Foundation in 2014 (the“Neighbor Foundation”), we werevery clear about one thing: wewanted to bring a hands-on andhyperlocal approach to ourgrantmaking strategy. Five yearslater, this decision remains one ofthe defining aspects of the NeighborFoundation, and a large part of whatmakes it unique among its peers.The Neighbor Foundation funding istied to our revenues, which meanswhen Zendesk does well, we can doeven more for our communitiesaround the world.2019 Zendesk Global Impact Report“Empathy helps us look at thecomplicated and nuanced issuessurrounding homelessness andpoverty and approach thoseissues humbly. It lends contextand urgency to our goals forequality and equity.Elena GomezChief Financial Officer, Zendesk6

In 2019, the Zendesk Neighbor Foundation distributed9058grants 1,322,000nonprofitstotalGrant-giving goalBoard of Directors100,000Mikkel SvaneChief Executive Officer,Improve the lives of 100,000 people annually bysupporting neighborhood nonprofits with grantsand volunteersZendeskJohn GeschkeReachChief Legal Officer andChief of Staff, ZendeskThe Neighbor Foundation supports close to:VP Public Policy andSocial Impact, Zendeskcountries worldwideWe view grantmaking as much morethan a box to check. For us, beinghelpful means we use grants to buildlong-lasting and meaningfulrelationships. Nearly every grant theNeighbor Foundation distributesglobally results in at least one eventwhere Zendesk volunteers cometogether to support the nonprofitand the population it serves withtheir time, attention, and skills.2019 grants - Zendesk Neighbor 019 Zendesk Global Impact ReportNonprofits supportednonprofits10Grants distributed58Tiffany ApczynskiEuropeAsiaGlobal7

“The Zendesk Neighbor Foundationgrant recipients are indeed ourneighbors. When giving money, wedeliberately choose organizationswho are working to strengthenneighborhoods in and aroundwhere Zendesk does business. Thisproximity to our nonprofit partnersmeans that instead of being ananonymous entity, tucked away inan office, we can play a positive rolein the larger ecosystem where ouroffices exist. We can be neighbors,friends, and authentic partners.Tiffany ApczynskiVP Public Policy and Social Impact, Zendesk2019 Zendesk Global Impact Report8

The 6-Hour Pledge is our global company campaign toinspire everyone to volunteer at least 6 hours per year.Through strong partnerships with local nonprofits, wemake many volunteer opportunities available to Zendeskstaff. Employees are encouraged to use paid time tovolunteer and make a difference in our communities.Employee volunteering:the Zendesk wayWe believe volunteering in our communities is one ofthe best ways to promote empathy and inclusion.Zendesk supports employees taking time out of theirwork day to volunteer, with many opportunitiesavailable to them throughout the year. We’re gratefulfor the strong partnerships we’ve developed withnonprofits around the world and proud of our trackrecord of annual volunteer hours, which outpacesmost companies our size.By volunteering with organizations that supportat-risk populations, our employees integrate into thefabric of our neighborhoods, foster empathy andexperience greater job satisfaction—contributing toour reputation as a responsible corporate citizen. 560,000Zendesk employees helped out in our communitiesaround the globe for over 22,000 hours.Those 22,000 hours translate into nearly 560,000in labor value.112/3In 2019, two-thirds of employees participatedin our community engagement programs for atleast one hour.1/3In 2019, one-third of our employees completed6 hours or more. This commitment has hada direct impact on our communities and ouremployee experience.This value is based on an estimation from Independent Sector: ime-2018/2019 Zendesk Global Impact Report9