Strike up a conversation

Reach your customers instantly via web, mobile and messaging
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LITE

TEAM

PROFESSIONAL

ENTERPRISE

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
Email SupportEmail us on chat@zendesk.com
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
ShortcutsConvert a few characters into complete sentences using preset commands
Automatic translationChats are automatically translated within the Dashboard (powered by Google Translate).
Android and iOS AppsAndroid and iOS Apps
Pre-Chat formAsk visitors for their personal information before starting a chat
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
Management
Chat HistoryBrowse past chats.
only 14 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
Chat tagsOrganise your chats and give them context with customisable labels
Transfer chats between agents and departmentsThe agent serving a chat can transfer it to another agent or department
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
Chat routingAutomatically route incoming chats to assigned agents
Skills-Based RoutingBy automatically pairing customers with the appropriate agent, you can reduce response times and increase customer satisfaction.
Roles and PermissionsSpecify granular permissions for agents, and control what they have access to in Chat.
High Load DashboardCustomers who have increased traffic can use the High-load dashboard and enjoy a smoother experience
Customisation
Chat widget customisationChange the title, colour and position of the Chat widget
Advanced widget customisationChange the widget size, message styling, and add an agent avatar
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)
Widget unbrandingRemove the "Zendesk Chat" branding from your Chat widget
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
Conversion trackingCreate customised Chat reports and dashboards using Insights and get better visibility into performance across all your support channels. Requires Zendesk Support Professional.
Chat Reporting in InsightsCreate business goals to measure how often your customers complete target objectives, such as making a purchase or signing up for your newsletter. Learn more.
Real-Time monitorUse real-time metrics on chat volume, visitor experience and agent performance to identify potential problems and quickly remedy the situation.
PLATFORM
Mobile Chat SDKBring live chat natively into your iOS and Android apps. Visit developer.zendesk.com for more details.
Zendesk Support integrationIntegrate Zendesk Chat with Support and manage your customer interactions
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.
Zendesk MessageExtend live support to popular messaging channels like Facebook Messenger and LINE.
REST APIExport Chat, agent and visitor data into third party tools, or build your own app to manage Chat data
Public appsConnect your favourite business tools and bring customer context and information into Chat. Requires Zendesk Support Team.
Private appsBuild your own Zendesk Chat App for exclusive use within your account. Requires Zendesk Support Professional.
Customised Font APIChange the font on the Chat widget. Visit api.zopim.com for more details.
Chatbots (Powered by the Conversations API)Use the Conversations API to integrate chatbots built by you or with a third-party into Zendesk Chat.
Real-Time APIAll metrics in Real-Time Monitoring are available via the Real-Time API
Web SDKBuild a completely unique chat experience for your customers with the Web SDK
Security
SSL encryptionOur connections are ensured by the SSL encryption protocol.
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.
Single sign-on (SSO) for web and mobileProvide 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.
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.
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
Credit card editingAutomatically hide credit card numbers in chats, and remove it from your chat history and database to protect confidential information.
IP access restrictionRestrict log-ins to the Zendesk Chat Dashboard and Account pages via a specific or range of IP addresses
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

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