Pricing for the #1 employee service solution

Offer non-stop, personalised service across your messaging channels, including web and in-app chat and social media. Learn more.

Automatically classify, route and resolve even the most complex email queries. Learn more.

Automate end-to-end phone support interactions with AI-powered phone voice agents. Learn more.

Create, customise and launch AI agents in minutes from natural-language procedure descriptions. Learn more.

Automatically translate AI agent responses into over 80 supported languages. Define customised translations for standard responses or specific words and phrases. Learn more.

Connect to external systems to read, write, parse data and trigger actions. Learn more.

Have full control over your AI agent’s reasoning. Monitor the steps it took to reach a resolution and give feedback at every step. Learn more.

Monitor performance trends and usage insights to help identify improvement opportunities. Learn more.

Automatically analyse 100% of conversations across human and AI agents, BPOs, channels and languages. AI detects issues, knowledge gaps and coaching needs. Learn more.

Each plan includes a set number of automated resolutions for AI agents, allowing AI agents to autonomously resolve customer issues without human intervention. The quantity of ARs varies depending on your plan and agent count. Learn more.

Customise your automation needs by adding more automated resolutions. Expand the scope of issues your AI agents can handle independently to better align with your business needs. Learn more.

Looking for additional resolutions without the commitment of a fixed volume? Choose our pay-as-you-go option for flexible automated resolutions tailored to your needs. Learn more.

Manage and monitor assets directly within Zendesk to accelerate issue resolution and inform decisions on asset acquisition, usage and governance.

All Zendesk accounts on Suite Growth or a higher plan come with 500 assets included by default.

Manage additional assets to scale your asset management according to your needs. Each Asset Pack includes 500 additional assets.

Add a contact form to your help centre or employee portal that allows employees to get in touch at any time.

Embed support on your help centre or employee portal. Allow employees to get the help they need by taking actions like submitting a ticket or starting a conversation with an agent.

Bring support natively into your iOS and Android apps. Visit developer.zendesk.com for more details.

Support employees on the channels they use most, like Slack and Microsoft Teams.

Engage with your employees over popular social channels like Facebook, Instagram and X as well as messaging apps like WhatsApp, WeChat, LINE and more. With Zendesk Suite, you can add up to five X handles. Additional fees apply.

Voicemails automatically create tickets for easy tracking and follow-up. Turn on optional voicemail transcription to see at a glance why a customer has called.

Respond to inbound text messages, automate alerts or send proactive text messages. Inbound texts automatically create tickets for easy issue resolution. Additional fees apply.

Embed a CTA button to give your customers a seamless, immediate way to get in touch while browsing your website and mobile app.

Display your phone number and waiting time to customers browsing your website.

Integrate your preferred call centre software with Zendesk. Access to out-of-the-box integrations with 90+ telephony providers and CTI toolkit.
* Specific features vary by partner.

Receive or place calls in the Zendesk browser, without any additional phone hardware or equipment. Forward calls to an external number to give agents flexibility to take them from mobile phones or landlines.

Select a phone number to be displayed for outgoing calls. Customers on Zendesk Suite Professional plans and above can add an external number to appear for your outbound caller ID instead of a Zendesk number.

Route calls directly to a specific group of agents or a set of groups in Zendesk, or route calls received after business hours or when agents are busy to an alternate phone number – ensuring customers can always connect with a live agent.

Automatically forward incoming calls to an alternate number in the unlikely event of a Zendesk outage. On-demand failover is available on the Suite Enterprise plan and allows customers to trigger the failover for testing or other temporary uses.

Offer branded or localised experiences with multiple greetings for different brands, departments and phone numbers.

Set a maximum queue size and waiting time to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed your queue size or waiting time are automatically directed to voicemail. Extended queue waiting time increases max queue wait times up to 60 minutes to accommodate large call volumes.

This addition enhances the caller experience, allowing additional use cases and integrations throughout the call journey, streamlining call management.

Take advantage of Zendesk’s complete AI-powered CX solution while maintaining your existing telephony infrastructure and carrier relationships.

Zendesk automatically turns calls, voicemails and texts into tickets for easy record keeping and issue resolution.

Record calls for easy reference, troubleshooting and QA.

Mute, unmute and hold as needed from the call console. Brief new agents on an issue before handing off a call so they can easily pick up the conversation where it left off.

Define business hours to let customers know your phone support availability.

Choose a free or local number from 75+ countries, or port an existing number.

Per-minute price for inbound and outbound calls as outlined here.

Support complex contact centre use cases including customisable IVR and unified inbound and outbound calling. And because it’s Zendesk, it’s easy to roll out, use and scale no matter the geo, call volume or level of complexity.

Instantly generate a ready-to-use knowledge base, based on your ticket history and business context, using Generative AI.

Embed your help centre and suggest relevant articles with the web widget and mobile SDK.

Localise your help centre into 40+ languages to serve customers in their native language.

Limit content within your help centre to specific audiences, such as agents only, customised segments or open to the public.

Organise your articles in multiple levels – including unlimited categories and sections – so it’s easy for your customers to find what they need.

Use themes to control the look and feel of your help centres across multiple brands or products. Learn more about standard and customised themes.

Support multiple brands, products, service tiers or regions. Data and activity are centralised within a single account, making it easy to manage.

Empower customers with the information they need by extending help centre search across the resources they need.

Provide instant, accurate answers at the top of search results. AI draws from your trusted knowledge sources to give users a seamless search experience without sifting through articles. Learn more.

Create a dedicated space for your customers to manage their support requests and community contributions with a personalised portal.

Create a centralised catalogue of services directly in the help centre, so customers can easily make and manage support requests.

Create articles with our WYSIWYG editor and include media such as images and video.

Knowledge is optimised so search engines can understand your content and customers can find answers no matter where they look for them. You can also create a site map to provide information about how your site content is organised, which helps Google and other search engines to more intelligently crawl your site.

Update various article properties, such as labels and permissions, for multiple articles all at once.

Agents can create and share new articles using predefined templates.

Bring knowledge from external sources directly into your Zendesk knowledge base with out-of-the-box connectors. Learn more.

See a list of edits and changes, and restore deleted articles, so you can always be up-to-date with the latest versions.

Manage knowledge with customised article lists, search, filters and article labels.

Designate content editing and publishing permissions across your team, and solicit team input by assigning article updates.

Designate content editing and publishing permissions across your team, and get team input by assigning article updates.

Keep your content up to date through its lifecycle with scheduled publishing, unpublishing and verification intervals.

Create, manage and update content that is reusable and can live across multiple articles or help centres.

Add additional language to the selected content

Simplify the selected content to be clear and more concise

Change the tone of the selected content so that it sounds more conversational

Change the tone of selected content so that it sounds more professional

A unified, conversation-focused agent workspace helps your team manage conversations and their status across all web, mobile and social channels in one single view.

Easily make and manage approval requests directly from the ticket interface, automatically tracking all decisions for compliance.

Empower service teams to deliver accurate, high-quality service with easy-to-follow task list templates that guide them through the correct steps for common request types.

Agents can work in their preferred language, with a localised admin interface, across 28 languages including: German, French, Japanese, Portuguese, English (UK), English (US), Spanish, Italian, Dutch, Norwegian, Polish, Swedish, Turkish, Danish, Russian, Ukrainian, Simplified Chinese, Traditional Chinese and Korean.

With Cards, agents can view configured previews of any record stored in Zendesk, delivering customised views of your customer’s data and customised objects data, when and where it’s stored.

Interaction history surfaces a list of recent tickets submitted by the requester (or other related events). You can use this to better understand what the requester needed help with recently.

Add a user to one or many organisations to apply rules based on the group they belong to. Adding to multiple organisations is helpful for contractors, supervisors or employees who may belong to multiple business units, departments or locations.

Capture customer information in user and organisation fields. Set customer-centric workflows around these fields.

Views are a collection of tickets based on ticket status, assignee, group or any other ticket conditions. Zendesk comes with preconfigured views that we recommend as best practice. You can add more, modify or turn them off.

Arrange and resize components to create workspaces that dynamically update based on the context of a ticket, so agents can focus on the task at hand and find information faster.

Use dynamic content to create your own translations with a default version of the text (set in the same language as your default) and variants for every other language that you support. Based on the end user’s language, the appropriate variant is automatically displayed to the end user.

Capture feedback with customer satisfaction (CSAT) ratings surveys.

If your workflow requires more statuses than the default four (online, away, transfer only and offline), you can create a limited amount of customised statuses available to all agents on your account.

Easily manage all conversations on the go with the Zendesk Support mobile app for agents. Available for iOS and Android devices. Learn more about the Zendesk Support mobile app here.

Contextual workspaces enable admins to present ticket tools and features based on specific workflows. Combine with Layouts to dynamically customise the ticket interface. For example, display the relevant ticket form and macros that pertain to that ticket and preselect apps to have expanded and collapsed. Create up to 20 active workspaces and include up to 10 conditions.

Writing tools let your agents expand or shorten replies or match the right tone every time with one click.

Ticket summaries recap the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers faster.

Note: Copilot usage is pooled. Each agent receives 5 uses per month, shared across the team. For example, 10 agents = 50 total uses. Allowance is capped at 500 uses per instance per month, even if you have more than 100 agents.

AI-powered App Builder turns ideas into apps using conversational prompts – no technical expertise required. Boost agent productivity with customised apps that streamline workflows, integrate with third-party platforms and internal systems and reduce manual work. Learn more

Loop in teammates to help resolve issues without leaving the ticket. They can respond via email or Slack and the whole conversation is linked to your ticket.

Tap into over 1,000 prebuilt apps and integrations available from the Zendesk Marketplace to unite your favourite tools and important business data without writing a single line of code.

Build real-time connections by sending automated notifications from Zendesk to external applications or internal databases whenever specific events occur in your account.

Streamline service by viewing, creating and updating tickets directly within Slack, ensuring support conversations stay synced with your company’s internal collaboration.

Empower your employee and customer service teams to manage support with Zendesk, without leaving Microsoft Teams. Easily track ticket activity and respond to requests within your employee’s flow of work.

Ensure customer contracts and business goals are met through defined response and resolution times via service level agreements (SLA).

A single source of truth and set of tools for managing staff member settings and information.

Define business hours to let customers know your phone support availability.

Specify permissions for agents and control what they have access to in Zendesk.

View a detailed list of critical changes that have been made.

Easily track and manage configuration changes with Inspect, Snapshot and Compare tools. Gain clear visibility into your setups, save key configuration states and quickly identify differences – helping you maintain alignment and reduce errors without technical expertise. Learn more.

Easily replicate your ticketing system’s configurations, customisations and metadata into a non-production space for testing, development and training – all without impacting your live workflows. Learn more about Sandboxes.

Option to buy additional Sandboxes for testing, development and/or training purposes.

Get data on what’s going well and what needs improvement with prebuilt reporting dashboards and customer satisfaction ratings.

Export insights in CSV, Excel, image or PDF format.

Compare yourself against your peers on key benchmark metrics like customer satisfaction, first response time and ticket volume.

In addition to Zendesk reporting, you also have the option of using Google Analytics to track your help centre traffic.

See a breakdown of your usage charges including calls, voicemail transcriptions, recordings, text messages and phone numbers.

Create customised metrics, charts, filters and dashboards using a point-and-click experience.

Schedule and automate the delivery of reporting dashboards.

Share relevant dashboards to keep teammates and stakeholders in the loop about key insights and trends.

Optimise your team’s performance in real time by viewing live agent activity, such as agent statuses across all channels, how many conversations each agent is working on and more.

Monitor and act on trends in the moment with prebuilt live charts and dashboards across your Zendesk channels.

Create customised live dashboards for real-time insights.

Set threshold alerts to visually understand when teams are under a heavy load.

The frequency of data refresh available in your Zendesk plan. Note: for plans with 1-hour refresh rates, completion of refresh may take up to two hours for extremely high data volumes.

Storage consumed by preconfigured and customised objects in Zendesk. Every Zendesk account includes 10GB of data storage in addition to a per-agent amount of storage based on plan type.

Storage of files attached to Zendesk objects, like email attachments in a ticket. Every Zendesk account includes 10GB of file storage in addition to a per-agent amount of storage based on plan type.

Store and connect new data sources, like products and order history, for greater context about your customer. Learn more.

Storage of knowledge content from external sources via Knowledge Connectors.

Surface events from Zendesk (such as ticket events or help centre articles viewed) within the ‘Interactions History’ in the agent workspace or your customised app.

Capture every customer interaction – like shopping basket, web or mobile activity – from third-party applications to get a dynamic view of the customer journey.

Period of time that Zendesk will store your external events.

Build customer profiles with attributes from third-party applications to get a more complete picture of your customers.

Embeddables (SDK & Web Widget) automatically generate information about what device or version of the app was being used when a user asks for help.

With the Events Connector, stream Zendesk events in real time into key AWS services and unlock the potential of your customer data.

If you reach your data storage limit or expect that you will, you may want to purchase more storage to increase your limit. For more information, see data storage limits.

Build your own apps for exclusive use within your account, using our App Builder or Channel Framework.

Integrate chatbots built by you or with a third party into Zendesk.

Integrate chatbots built by you or with a third party into Zendesk.

Design contact flows that orchestrate high volumes across self-service, AI agents and live interactions, routing customers to the best-fit agent based on unified history, sentiment and skill set.

Deliver dynamic, conversational interactive voice response (IVR) that blends important details from the contact with existing customer data, to guide customers to the fastest resolution.

Store call recordings within each ticket while AI summarises customer conversations within seconds after a call ends.

Generate real-time call transcriptions that appear directly in the agent workspace from interactions with AI and human agents.

Real-time and historical dashboards that provide an immediate overview of call topic, agent and queue performance.

Gather the visual context of what agents are doing on their screens while interacting with customers.

Our Premier plans provide subscribers white-glove support including increased coverage, expedited response times and proactive engagement.

†24/7 support in English only. 8x5 customer’s local business hours for designated languages.