Make it right

Zendesk Support is a beautifully simple system for tracking, prioritising and solving customer support tickets
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Essential

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Professional

Enterprise

Elite

Essential

Team

Professional

Enterprise

Elite

ZENDESK SUPPORT PRICING
Billed annually (per agent per month)  £5  £19  £49  £99  £199
Billed monthly (per agent per month)  £9  £25  £59  £125 -
CUSTOMER SUPPORT FROM THE ZENDESK TEAM
Self-service Help Centre & Community
Email Support 8x5 24x5 24x7 24x7
Phone Support (in English) 24x5 24x7 24x7
Chat Support (in English) 24x7 24x7
Launch Guidance Program (first 60 days)
Service-level guaranteeA guarantee of a one-hour global first reply time to English-language inquiries for 95% of requests.
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Professional servicesWork with our success team experts on a customised engagement. Based on your goals, we can implement programs to speed adoption of Zendesk, optimise your support processes or transform your business with improved customer and agent experience.
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CUSTOMER COMMUNICATION CHANNELS
EmailOut-the-box email integration (no need to set up your mail server) with unlimited email addresses. Customisable HTML and text templates.
Facebook & TwitterEngage customers over Twitter or Facebook and easily convert messages into tickets.
Web Widget"Embed support on your website. Allow customers to search the knowledge base, send a message, or start a live chat.
Support & Chat SDK"Bring Support and Chat functionality natively into your iOS and Android apps. Visit developer.zendesk.com for more details.
Talk (Phone support)"Make or receive customer calls directly in Zendesk Support. Voice mail recordings and transcriptions are automatically captured in tickets.
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Phone: CTI Toolkit & Integrations"We have over 40+ plug-n-play CTI integrations available in our marketplace. You can also customise your call centre with our CTI Toolkit which gives you the building blocks to integrate your current phone support solution.
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Chat"Provide real-time support to your customers, collaborate through agent-to-agent chat, and proactively engage with visitors on your website.
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ZENDESK GUIDE: SELF-SERVICE AND KNOWLEDGE BASE
Knowledge Base
ThemesStart to brand your Help Centre with one of our design layouts built upon self-service best practices.
Templates Customise* Customise* Customise* Customise*
Localised self-service content (40+ languages available)Specify the languages you wish to support in your Guide Help Centre, and set a different name for the Help Centre for each of your supported languages.
1 language 1 language Multiple languages* Multiple languages* Multiple languages*
Internal agent knowledge baseCreate an internal knowledge base for your agents only, so they can self-serve too; store internal articles and document processes.
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Community forumsStart a community discussion to gather feedback and ideas, and help customers help one another.
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Answer BotAnswer Bot increases self-service efficiency by automatically responding to customer questions with relevant knowledge base articles from Zendesk Guide.
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MultibrandManage multiple Help Centres–each with a unique destination, content and branded design–from a single Zendesk Support account.
5 brands, or up to 300 brands* Up to 300 brands
AGENT EFFICIENCY
Pre-defined responses (Macros)Macros allow agents to respond quickly to common requests with a standard reply.
Mobile appAccess Zendesk Support from your favourite mobile devices to view and respond to support requests.
Translated agent interface (28 languages)Agents can work in their preferred language with a localised admin interface, including: German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Norwegian, Polish, Swedish, Turkish, Danish, Russian, Ukrainian, Simplified Chinese, Traditional Chinese and Korean.
Custom & Group ViewsViews are a collection of tickets based on ticket status, assignee, group or any other ticket conditions. Zendesk Support comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off.
Dynamic contentMulti-language placeholders that dynamically insert ticket content based on end-user language preferences.
Contextual WorkspacesDisplay the relevant ticket form and macros that pertain to that ticket, and pre-select which apps to expand and collapse. Create up to 20 active workspaces and include up to 10 conditions.
Pathfinder appPathfinder app allows agents to see which Help Centre articles and Community posts customers have viewed prior to and after submitting a ticket.
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Guided ModeLines up tickets for agents to work through, guiding them from one ticket to the next, preventing cherry-picking and helping to speed up response time and handling time.
Skills-Based Routing
HELP DESK MANAGEMENT
Ticket sharing between Zendesk Support accountsCreate workflows that share tickets between multiple Zendesk Support accounts.
Automated Automated
Ticket file attachment size 1MB 7MB 20MB 20MB 20MB
Customised business rules (triggers and automations)Initiate workflow triggered by ticket changes or time-based conditions. Zendesk Support comes with pre-configured business rules that we recommend as best practices. You can add more, modify, or turn them off.
Business HoursDefine business hours in Zendesk Support to let your customers know your support availability.
Single Multiple Multiple
Time-Tracking AppThe Time Tracking app captures the time your agents spend on every ticket, so that managing your team’s performance and overall support operations is made easier.
Service Level Agreement (SLA) managementMeasured to the minute and applied based on the conditions you set, SLAs can be added to any view so your team can easily see status and avoid breach.
Multiple Ticket FormsCreate multiple support request forms that show a unique set of ticket fields— ensuring you’'re gathering the right info from the customer for every support request.
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Conditional Fields AppHide and show fields in your ticket forms based on previous answers, to give agents and end-users a better, faster, experience.
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Light AgentsLight agents are able to read and make private comments on a ticket. Good for internal collaboration with non-support departments.
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Customised roles and permissionsSpecify granular permissions for agents, and control what they have access to in Zendesk Support, Chat and Talk.
Sandbox test environmentPerform tests on Zendesk Support in a trial environment, separate from your production instance.
Premium SandboxPerform tests on Zendesk Support in a trial environment, separate from your production instance.
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CUSTOMER RELATIONSHIP MANAGEMENT
Contacts & ticket history
Contact Form
Customer PortalRequest management for customers to log in and check the status or update their tickets.
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Device data logEmbeddables (SDK & Web Widget) automatically generate information about what device or version of the app is being used when a user asks for help.
Group contacts by organisationAdd 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.
Single Multiple Multiple Multiple
Customised user and organisation fieldsCapture customer information in user and organisation fields. Set customer-centric workflows round these fields.
Customer satisfaction ratings (CSAT) and follow-up surveyAutomatically offer your customers the ability to rate the support they received on a ticket and follow up to ask why.
Customer ListsKnow who your customers are outside a support ticket. Organise your customers into lists based on tags and user fields.
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Net Promoter Score® Surveys"NPS® is a metric that measures customer loyalty. Send NPS surveys to track customer loyalty and gather customer feedback. Net Promoter, NPS and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld."
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Satisfaction PredictionPredict how likely your customers are going to be satisfied. Powered by a machine learning model, your team can enter conversations with more context.
REPORTING & ANALYTICS
Overview dashboardGet a quick view summary of your key ticket metrics by channel, benchmark and first reply; as well as your top articles, searches and agents.
Zendesk BenchmarkCompare yourself against your peers on key benchmark metrics, such as customer satisfaction, first response time and ticket volume.
Support Performance dashboardsGet visibility into ticket volume, customer satisfaction and agent performance with KPI dashboards.
Basic Self-service Overview
Advanced Guide Reporting & AnalyticsGet an instant snapshot of your Help Centre activity with three pre-built dashboards that capture trends round knowledge base activity, community engagement and search behaviors.
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Advanced analytics powered by Zendesk Explore
PLATFORM
Public apps & integrationsZendesk Support has hundreds of public apps and integrations available in our marketplace so you can unite your business by integrating your favourite tools and important data.
Private customised apps & integrationsBuild your own Zendesk Support App or Channel for exclusive use within your account, using our App or Channel Framework. Display and update external data, hide or show a field on a user or even build a customised workflow on tickets.
Customised objects
99.9% Uptime SLAOur guarantee of 99.9% service availability per month is backed up by service credits for any lapses.
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API rate limit 10 RPM 200 RPM 400 RPM 700 RPM 700 RPM
SECURITY FEATURES
SSL encryptionSSL encryption for users and customers connecting to your Zendesk.
SNI SNI or IP-based SNI or IP-based SNI or IP-based
Digitally signed emails (DKIM/DMARC)Enable SSL for your customised domain by uploading a certificate to your Zendesk. Send digitally-signed email messages for your customised domain to support the DKIM and DMARC standards.
Two-Factor AuthenticationAn optional security feature for admins and agents. Makes it more difficult for someone to sign in as you by requiring a mobile passcode, in addition to a password, at log-in.
Agent device managementZendesk tracks the devices used to access your Zendesk account. Admins will receive an email notification when a new device is added.
Single sign-on (SSO) for web and mobileProvide SSO integration with your existing identity management system (Active Directory). Zendesk SSO relies on a technology called JSON Web Token (JWT) or SAML for securing the exchange of user authentication data.
JWT JWT/SAML JWT/SAML JWT/SAML
Automatic redactionRemove credit card numbers from incoming tickets, comments and customised fields to prevent the credit card number from being stored in Zendesk Support, so you can protect confidential information.
Network access restrictionOnly allow access to your help desk from specified IP ranges. Choose to apply restriction to all users or only to the agent portal.
Business rules analysisIn-depth analysis of how a given ticket property is used across your triggers, automations, macros and ticket views.
Audit logsView a detailed list of critical changes that have been made to Zendesk Support.
Email compliance archiveSend all Zendesk Support email notifications privately to an address of your choice, keeping a complete archive of communication.
Data centre locationSpecify a region or country where your account data is to be stored. Select from US-only or EU-only. Some restrictions apply.
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EncryptionCommunications between you and Zendesk servers are encrypted via industry best-practices HTTPS and Transport Layer Security (TLS). Zendesk can provide Encryption at rest as required.
Encryption-at-rest* Encryption-at-rest
Disaster recoveryOur disaster recovery programme ensures that our services remain available or are easily recoverable in the case of a disaster. Target times are available as required.
Enhanced* Enhanced
Ability to configure for HIPAAZendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers.
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FULL SECURITY SPECS View Specs
FULL TECH SPECS View Specs

* Available as an Add-on

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