Strike up a conversation
Reach your customers instantly via web, mobile and messaging
LITE |
TEAM |
PROFESSIONAL |
ENTERPRISE |
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| Zendesk Chat Pricing | ||||
| Billed annually (per agent per month) | £0 | £14 | £29 | £59 |
| Billed monthly (per agent per month) | £0 | £19 | £35 | £70 |
Total AgentsTotal number of agents supported by the plan. |
only 1 | Unlimited | Unlimited | Unlimited |
| SUPPORT FROM THE ZENDESK TEAM | ||||
Self-service Help Centre & CommunityRegularly updated Help Centre with articles about Zendesk Chat features and use cases |
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Email SupportEmail us on chat@zendesk.com |
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Live chat support (English only)Real-time support via the Chat widget on our website |
24x5 | 24x5 | 24x7 | |
| Chat experience | ||||
Concurrent chatsNumber of simultaneous chats |
only 1 | Unlimited | Unlimited | Unlimited |
Chat ratingAllows visitors to rate their Chat experience |
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ShortcutsConvert a few characters into complete sentences using preset commands |
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Automatic translationChats are automatically translated within the Dashboard (powered by Google Translate). |
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Android and iOS AppsAndroid and iOS Apps |
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Pre-Chat formAsk visitors for their personal information before starting a chat |
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Offline formVisitors can send you a message when you are not logged into the Dashboard (or appearing Invisible) |
Always on | Customisable | Customisable | Customisable |
File sendingTransfer files between you and your visitors |
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| Management | ||||
Chat HistoryBrowse past chats. |
only 30 days | Unlimited | Unlimited | Unlimited |
Visitor listMonitor all visitors on your website right from the Zendesk Chat Dashboard. View their country of origin, browser, OS and referrer |
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Chat tagsOrganise your chats and give them context with customisable labels |
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Transfer chats between agents and departmentsThe agent serving a chat can transfer it to another agent or department |
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TriggersTriggers let you automatically create actions based on specific criteria - a great way to target high value leads |
2 triggers | Unlimited | Unlimited | |
DepartmentsGroup your agents into different departments |
2 departments | Unlimited | Unlimited | |
Operating hoursEnsure you're always available when your customers need you by managing your agents' online/offline status |
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Chat routingAutomatically route incoming chats to assigned agents |
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Skills-Based RoutingBy automatically pairing customers with the appropriate agent, you can reduce response times and increase customer satisfaction. |
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Roles and PermissionsSpecify granular permissions for agents, and control what they have access to in Chat. |
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High Load DashboardCustomers who have increased traffic can use the High-load dashboard and enjoy a smoother experience |
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| Customisation | ||||
Chat widget customisationChange the title, colour and position of the Chat widget |
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Advanced widget customisationChange the widget size, message styling, and add an agent avatar |
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Chat BadgeCatch your visitor's attention with a prominent Chat Badge |
Customisable | Customisable | Customisable | |
Hide widget when offlineHide the Chat widget from your website when you are not logged into the dashboard (or appearing invisible) |
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Widget unbrandingRemove the "Zendesk Chat" branding from your Chat widget |
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| Analytics and reporting | ||||
Chat and agent reportsTrack your chat volume, monitor agent productivity, and use the metrics to anticipate customer needs and increase satisfaction. |
Only by Organisation | By Organisation and Department | ||
Email reportsQuick overview of Chat and agent activity delivered straight to an administrator’s inbox |
Only Weekly/Monthly | Daily/Weekly/Monthly | ||
Agent leaderboardBrowse your agent stats, including chats served, completed, response time, average duration and satisfaction ratings |
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Conversion trackingCreate customised Chat reports and dashboards using Explore and get better visibility into performance across all your support channels. Requires Zendesk Support Professional. |
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Chat reporting in ExploreCreate business goals to measure how often your customers complete target objectives, such as making a purchase or signing up for your newsletter. Learn more. |
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Real-Time monitorUse real-time metrics on chat volume, visitor experience and agent performance to identify potential problems and quickly remedy the situation. |
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| PLATFORM | ||||
Mobile Chat SDKBring live chat natively into your iOS and Android apps. Visit developer.zendesk.com for more details. |
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Zendesk Support integrationIntegrate Zendesk Chat with Support and manage your customer interactions |
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Third-party integrationsIntegrations for WordPress, Shopify, Salesforce and JIRA |
only 1 | only 1 | only 1 | only 1 |
JavaScript APIMore granular customisation options for the Chat widgit. Visit api.zopim.com for more details. |
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Zendesk MessageExtend live support to popular messaging channels such as Facebook Messenger and LINE. |
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REST APIExport Chat, agent and visitor data into third party tools, or build your own app to manage Chat data |
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Public appsConnect your favourite business tools and bring customer context and information into Chat. Requires Zendesk Support Team. |
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Private appsBuild your own Zendesk Chat App for exclusive use within your account. Requires Zendesk Support Professional. |
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Customised Font APIChange the font on the Chat widget. Visit api.zopim.com for more details. |
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Chatbots (Powered by the Conversations API)Use the Conversations API to integrate chatbots built by you or with a third-party into Zendesk Chat. |
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Real-Time APIAll metrics in Real-Time Monitoring are available via the Real-Time API |
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Web SDKBuild a completely unique chat experience for your customers with the Web SDK |
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| Security | ||||
SSL encryptionOur connections are ensured by the SSL encryption protocol. |
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Two-Factor AuthenticationAn optional security feature for admins and agents. Makes it more difficult for malicious actors to compromise your account by requiring a mobile passcode, in addition to a password, at log-in. |
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Single sign-on (SSO) for web and mobile**Provide SSO integration with your existing identity management system (Ex: Active Directory). Zendesk SSO relies on a technology called JSON Web Token (JWT) or Security Assertion Markup Language (SAML) for securing the exchange of user authentication data. |
JWT | JWT/SAML | JWT/SAML | |
Visitor BanningBan specific IP addresses to avoid spam. |
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EncryptionCommunications between you and Zendesk servers are encrypted via industry best-practices HTTPS and Transport Layer Security (TLS) |
In transit | In transit | In transit | At rest (when you purchase the Advanced Security Add-On) |
Disaster recoveryOur disaster recovery programme ensures that our services remain available or are easily recoverable in the case of a disaster. |
Standard | Standard | Standard | Enhanced (when you purchase the Advanced Security Add-On) |
Blacklist Country Hide the Zendesk Chat widget in specific countries. |
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Whitelist Domains Limit which websites can show your Zendesk Chat Widget and ensure that no-one can take your chat widget code and use it on other domains |
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Credit card editingAutomatically hide credit card numbers in chats, and remove it from your chat history and database to protect confidential information. |
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IP access restrictionRestrict log-ins to the Zendesk Chat Dashboard and Account pages via a specific or range of IP addresses |
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Industry certification (including HIPAA)Zendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers |
Requires a Zendesk Support account |
** Feature availability depends on Chat account type + requires Support