Zendesk Announces Fourth Quarter and Fiscal Year 2019 Results

February 6, 2020

Highlights

• Fourth quarter revenue increased 33% year over year to $229.9 million

• Fourth quarter GAAP operating loss of $32.3 million and non-GAAP operating income of $11.6 million

• Full year 2019 revenue increased 36% year over year to $816.4 million

• Full year 2019 GAAP operating loss of $163.0 million and non-GAAP operating income of $26.6 million

SAN FRANCISCO – February 6, 2020 – Zendesk, Inc. (NYSE: ZEN) today reported financial results for the quarter and fiscal year ended December 31, 2019, and released a Shareholder Letter on its investor relations website at https://investor.zendesk.com.

Results for the Fourth Quarter 2019

Revenue was $229.9 million for the quarter ended December 31, 2019, an increase of 33% over the prior year period. GAAP net loss for the quarter ended December 31, 2019 was $36.2 million, and GAAP net loss per share (basic and diluted) was $0.32. Non-GAAP net income was $11.8 million, and non-GAAP net income per share (basic and diluted) was $0.10. Non-GAAP net income excludes approximately $39.5 million in share-based compensation and related expenses (including $1.4 million of employer tax related to employee stock transactions and $0.4 million of amortization of share-based compensation capitalized in internal-use software), $6.5 million of amortization of debt discount and issuance costs, $2.8 million of amortization of purchased intangibles, and $1.6 million of acquisition-related expenses. GAAP net loss per share for the quarter ended December 31, 2019 was based on 112.5 million weighted average shares outstanding (basic and diluted), and non-GAAP net income per share for the quarter ended December 31, 2019 was based on 112.5 million weighted average shares outstanding (basic) and 118.8 million weighted average shares outstanding (diluted).

Results for the Full Fiscal Year 2019

Revenue was $816.4 million for the year ended December 31, 2019, an increase of 36% over the prior year period. GAAP net loss for the year ended December 31, 2019 was $169.7 million, and GAAP net loss per share (basic and diluted) was $1.53. Non-GAAP net income was $36.8 million, non-GAAP net income per share (basic) was $0.33, and non-GAAP net income per share (diluted) was $0.31. Non-GAAP net income excludes approximately $168.0 million in share-based compensation and related expenses (including $9.6 million of employer tax related to employee stock transactions and $1.7 million of amortization of share-based compensation capitalized in internal-use software), $25.3 million of amortization of debt discount and issuance costs, $11.2 million of acquisition-related expenses, and $10.4 million of amortization of purchased intangibles. GAAP net loss per share for the year ended December 31, 2019 was based on 110.6 million weighted average shares outstanding (basic and diluted), and non-GAAP net income per share for the year ended December 31, 2019 was based on 110.6 million weighted average shares outstanding (basic) and 118.7 million weighted average shares outstanding (diluted).

Outlook

As of February 6, 2020, Zendesk provided guidance for the quarter ending March 31, 2020 and for the year ending December 31, 2020.

For the quarter ending March 31, 2020, Zendesk expects to report:

• Revenue in the range of $237 – 242 million

• GAAP operating income (loss) in the range of $(47) – (43) million, which includes share-based compensation and related expenses of approximately $47 million, amortization of purchased intangibles of approximately $3 million, and acquisition-related expenses of approximately $2 million

• Non-GAAP operating income (loss) of $5 – 9 million, which excludes share-based compensation and related expenses of approximately $47 million, amortization of purchased intangibles of approximately $3 million, and acquisition-related expenses of approximately $2 million

• Approximately 114 million weighted average shares outstanding (basic)

• Approximately 123 million weighted average shares outstanding (diluted)

For the full year ending December 31, 2020, Zendesk expects to report:

• Revenue in the range of $1.050 – 1.070 billion

• GAAP operating income (loss) in the range of $(159) – (149) million, which includes share-based compensation and related expenses of approximately $186 million, amortization of purchased intangibles of approximately $9 million, and acquisition-related expenses of approximately $7 million

• Non-GAAP operating income (loss) of $43 – 53 million, which excludes share-based compensation and related expenses of approximately $186 million, amortization of purchased intangibles of approximately $9 million, and acquisition-related expenses of approximately $7 million

• Approximately 116 million weighted average shares outstanding (basic)

• Approximately 125 million weighted average shares outstanding (diluted)

• Free cash flow in the range of $40 – 50 million

We have not reconciled free cash flow guidance to net cash from operating activities for the full year 2020 because we do not provide guidance on the reconciling items between net cash from operating activities and free cash flow, as a result of the uncertainty regarding, and the potential variability of, these items. The actual amount of such reconciling items will have a significant impact on our free cash flow and, accordingly, a reconciliation of net cash from operating activities to free cash flow for the full year 2020 is not available without unreasonable effort.

Zendesk’s estimates of share-based compensation and related expenses, amortization of purchased intangibles, acquisition-related expenses, weighted average shares outstanding, and free cash flow in future periods assume, among other things, the occurrence of no additional acquisitions, investments or restructurings, and no further revisions to share-based compensation and related expenses.

Shareholder Letter and Conference Call Information

The detailed Shareholder Letter is available at https://investor.zendesk.com and Zendesk will host a conference call to answer questions today, February 6, 2020, at 2:00 p.m. Pacific Time, 5:00 p.m. Eastern Time. A live webcast of the conference call will be available at https://investor.zendesk.com. The conference call can also be accessed by dialing 833-287-0801, or +1 647-689-4460 (outside the U.S. and Canada). The conference ID is 2835269. A replay of the call via webcast will be available at https://investor.zendesk.com or by dialing 800-585-8367 or +1 416-621-4642 (outside the U.S. and Canada) and entering passcode 2835269. The dial-in replay will be available until the end of day February 9, 2020. The webcast replay will be available for 12 months.

About Zendesk

The best customer experiences are built with Zendesk.

Zendesk is a CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to startups, we believe that powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 150,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates 17 offices worldwide. Learn more at www.zendesk.com.

Forward-Looking Statements

This press release contains forward-looking statements, including, among other things, statements regarding Zendesk’s future financial performance, its continued investment to grow its business, and progress toward its long-term financial objectives. Words such as “may,” “should,” “will,” “believe,” “expect,” “anticipate,” “target,” “project,” and similar phrases that denote future expectation or intent regarding Zendesk’s financial results, operations, and other matters are intended to identify forward-looking statements. You should not rely upon forward-looking statements as predictions of future events.

The outcome of the events described in these forward-looking statements is subject to known and unknown risks, uncertainties, and other factors that may cause Zendesk’s actual results, performance, or achievements to differ materially, including (i) adverse changes in general economic or market conditions; (ii) Zendesk’s ability to adapt its products to changing market dynamics and customer preferences or achieve increased market acceptance of its products; (iii) Zendesk’s ability to effectively expand its sales capabilities; (iv) Zendesk’s ability to effectively market and sell its products to larger enterprises; (v) Zendesk’s expectation that the future growth rate of its revenues will decline, and that, as its costs increase, Zendesk may not be able to generate sufficient revenues to achieve or sustain profitability; (vi) the intensely competitive market in which Zendesk operates and the difficulty that Zendesk may have in competing effectively; (vii) Zendesk’s ability to introduce and market new products and to support its products on a shared services platform; (viii) Zendesk’s ability to maintain and develop its strategic relationships with third parties; (ix) Zendesk’s ability to prevent, mitigate, and respond effectively to both historical and future data breaches and to securely maintain customer data; (x) Zendesk’s ability to effectively manage its growth and organizational change, including its international expansion strategy; (xi) Zendesk’s ability to integrate acquired businesses and technologies successfully or achieve the expected benefits of such acquisitions; (xii) Zendesk’s ability to comply with privacy and data security regulations; (xiii) potential service interruptions or performance problems associated with Zendesk’s technology and infrastructure; (xiv) the development of the market for software as a service business software applications; (xv) real or perceived errors, failures, or bugs in its products; (xvi) Zendesk’s substantial reliance on its customers renewing their subscriptions and purchasing additional subscriptions; and (xvii) Zendesk’s ability to accurately forecast expenditures on third-party managed hosting services.

The forward-looking statements contained in this press release are also subject to additional risks, uncertainties, and factors, including those more fully described in Zendesk’s filings with the Securities and Exchange Commission, including its Quarterly Report on Form 10-Q for the quarter ended September 30, 2019. Further information on potential risks that could affect actual results will be included in the subsequent periodic and current reports and other filings that Zendesk makes with the Securities and Exchange Commission from time to time, including its Annual Report on Form 10-K for the year ended December 31, 2019.

Forward-looking statements represent Zendesk’s management’s beliefs and assumptions only as of the date such statements are made. Zendesk undertakes no obligation to update any forward-looking statements made in this press release to reflect events or circumstances after the date of this press release or to reflect new information or the occurrence of unanticipated events, except as required by law.

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