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

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Annual Subscription Term (per agent per month) $  £1  £4  £9  £199
Monthly Subscription Term (per agent per month)  £9  £25  £59  £125 -
Email Support 8x5 24x5 24x7 24x7
Phone Support (in English) 24x5 24x7 24x7

Service-level guarantee A guarantee of a one-hour global first-reply time to English-language enquiries for 95% of requests.


Professional Services Work with our success team experts on a customised engagement. Based on your goals, we can implement programmes to speed adoption of Zendesk, optimise your support processes or transform your business with improved customer and agent experience.

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Chat Support (in English)

Email Out-the-box email integration (no need to set up your mail server) with unlimited email addresses. Customisable HTML and text templates.

Public Social Media (Facebook & Twitter) Engage customers over public messages like Tweets or Facebook wall posts and easily convert them 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 for more details.

Talk (Phone support) Make or receive customer calls direct in Zendesk Support. Voice mail recordings and transcriptions are automatically captured in tickets.

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Phone: CTI Toolkit & Integrations We have over 90 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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Social messaging Engage customers over popular social messaging apps like WhatsApp, WeChat, Facebook Messenger, Twitter Direct Messages and Line, and easily convert messages into tickets.

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Agent efficiency

Predefined responses (Macros) Macros allow agents to quickly respond to common requests with a standard reply.

Mobile app Access 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.

Essentials card
Interaction history

Custom & Group Views Views 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 content Multi-language placeholders that dynamically insert ticket content based on end-user language preferences.

Collaboration add-on (Light Agents and Side Conversations) Agents can use Side Conversations to communicate with anyone inside or outside your company via email or Slack. Light agents are able to read and make private comments on a ticket.

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Contextual Workspaces Display the relevant ticket form and macros pertaining to that ticket, and pre-select which apps to expand and collapse. Create up to 20 active workspaces and include up to 10 conditions.

Guided Mode Lines up tickets for agents to work through, guiding them from one ticket to the next, preventing cherry-picking and helping to speed up response and handling times.

Skills-Based Routing

Ticket sharing between Zendesk Support accounts Create workflows that share tickets between multiple Zendesk Support accounts.

Automated Automated
Ticket file attachment size 50MB 50MB 50MB 50MB 50MB

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 Hours Define business hours in Zendesk Support to let your customers know your support availability.

Single Multiple Multiple

Service Level Agreement (SLA) management Measured 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 Forms Create multiple support request forms that show a unique set of ticket fields, ensuring you are gathering the right info from the customer for every support request.


Conditional Ticket Fields Show only the fields that you wish agents and end users to see in ticket forms for a better user experience.


Customised roles and permissions Specify granular permissions for agents, and control what they have access to in Zendesk Support, Chat and Talk.

Premium Sandbox Test, train and develop in an environment that mirrors your production instance.

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Sandbox test environment Perform tests on Zendesk Support in a trial environment, separate from your production instance.



5 brands, or up to 300 brands* Up to 300 brands
Contacts & ticket history
Contact Form

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

Group contacts by organisation 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.

Single Multiple Multiple Multiple

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

Customer satisfaction ratings (CSAT) and follow-up survey Automatically offer your customers the ability to rate the support they received on a ticket and follow up to ask why.

Customer Lists Know 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 and NPS are registered US 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 Prediction Predict how likely it is your customers will be satisfied. Powered by a machine learning model, your team can enter conversations with more context.

Reporting & Analytics

Overview dashboard Get 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 Benchmark Compare yourself with your peers on key benchmark metrics like customer satisfaction, first response time and ticket volume.

Performance dashboards Get visibility into ticket volume, customer satisfaction and agent performance with KPI dashboards.

Dashboards and reporting, powered by Zendesk Explore
Customisable reports and dashboards, powered by Zendesk Explore
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Public apps & integrations Zendesk 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 & integrations Build 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.

More Storage The More Storage add-on is available to those on Support Professional, Enterprise and Elite plans. See more details here.

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Custom Objects powered by Sunshine Sunshine Lite is included in Support Enterprise and Elite plans. See more details here

99.9% Uptime SLA Our guarantee of 99.9% service availability per month is backed up by service credits for any lapses.

API rate limit 10 RPM 200 RPM 400 RPM 700 RPM 700 RPM

SSL encryption SSL encryption for users and customers connecting to your Zendesk.


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 custom domain to support the DKIM and DMARC standards.

Two-Factor Authentication An 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 management Zendesk tracks the devices used to access your Zendesk account. Admins will receive an email notification when a new device is added.

Host mapping Map a subdomain of your own domain (such as to your default Zendesk address.

Single sign-on (SSO) for web and mobile Provide 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.


Automatic redaction Remove credit card numbers from incoming tickets, comments and customised fields to prevent the credit card number from being stored in Zendesk Support so that you can protect confidential information.

Network access restriction Only 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 analysis In-depth analysis of how a given ticket property is used across your triggers, automations, macros and ticket views.

Audit logs View a detailed list of critical changes that have been made to Zendesk Support.

Email compliance archive Send all Zendesk Support email notifications privately to an address of your choice, keeping a complete archive of communication.

Data centre location Specify a region or country where your account data must be stored. Select from US-only or EU-only. Some restrictions apply.


Encryption: data at rest and in motion Communications 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.

Disaster recovery Our 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* Enhanced

Ability to configure for HIPAA Zendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers.


View Specs

*Available as an Add-on