Ling 
SalesAR 
Preply 
ein-des-ein 
lemon.io 
Zendesk is a cloud-based customer service platform designed to enhance support and engagement between businesses and their customers. It offers a suite of tools for managing customer interactions, including ticketing systems, live chat, and email support, to streamline and prioritize requests. Zendesk’s analytics and reporting features provide insights into support performance and customer satisfaction, enabling continuous improvement. The platform supports multi-channel communication, integrating with various social media and messaging platforms to ensure seamless customer engagement. With customizable workflows and automation capabilities, Zendesk helps organizations deliver efficient and personalized customer support experiences.
Pricing score
5
Zendesk Pricing Profile
A customer service platform offers tools to support ticketing, live chat, and customer engagement to help businesses improve their customer support operations.
Key Takeaways
Expensive Per-Agent Pricing
Zendesk charges on a per-agent basis, which can be costly, especially for small teams or startups. The expense increases significantly as more agents are added, and businesses often find it challenging to justify the cost.
Additional Costs for Features
Advanced features and integrations require higher-tier plans or additional add-ons, which can significantly increase the overall cost.
Complicated Downgrading Process
Users have reported difficulties and delays in downgrading their subscriptions or removing users, often leading to continued full-price charges even after a downgrade request.
No Refunds
Zendesk’s policy typically does not allow for refunds on overpayments. Instead, overpaid amounts are credited towards future use, which users find unsatisfactory.
Product Overview
insights
Our insights about Zendesk pricing
01
Downgrading a Zendesk subscription lead to overcharges
02
Scalability challenges for small businesses
03
Lack of flexible options for adding seats at a fractional cost
AVAILABLE PRICING MODELS
How much does Zendesk cost?
Zendesk offers the complete, AI-powered CX solution with ticketing, live chat and messaging, help center, and voice.
Suite Team
- The plan offers ticketing system, Email, chat, voice, social messaging, AI agents, prebuilt analytics dashboards, 1,000+ apps & integrations, pre-defined responses (macros) and more.
- The price is $55/agent/month.
Suite Growth
- The plan offers multiple ticket forms, Light Agents, service level agreements (SLA), customer satisfaction ratings (CSAT), multilingual support and content, self-service customer portal, business hours and more.
- The price is $89/agent/month.
Suite Professional
- The plan offers сustom and live analytics, side conversations, skills-based routing, integrated community forums, data location options, HIPAA enabled, access to Sunshine Conversations and more.
- The price is $115/agent/month.
Suite Enterprise
- The plan offers sandbox, AI-powered Content Cues, content blocks, custom agent roles, dynamic, contextual workspaces and more.
- The price is customized.
What users say about Zendesk pricing
Daniele
Be ready to pay for every single extra thing you would like to do. If you like to optimize the workflow to lv999, be ready to spend money in a plan upgrade, third-party apps because it lacks of functionalities.
Verified User
We have certain seats available within our package/contract. I hope Zendesk could offer flexible packages to add 1 or more seats at a factional cost.
Sharon
The pricing is bit higher for mid-sized businesses when comparing to other platforms.
August
We had 3 professional licenses running us around 125 USD a month, and once we didn't really need 3 agents using the platform, we tried to downgrade to 1 agent. But to downgrade or remove a user you need to give up to 60 days' notice. Okay, so we tolerarted that, but not it's been more than 60 days and they still have not downgraded my subscription.
Victoria
I don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.
Daniele
Be ready to pay for every single extra thing you would like to do. If you like to optimize the workflow to lv999, be ready to spend money in a plan upgrade, third-party apps because it lacks of functionalities.
August
We had 3 professional licenses running us around 125 USD a month, and once we didn't really need 3 agents using the platform, we tried to downgrade to 1 agent. But to downgrade or remove a user you need to give up to 60 days' notice. Okay, so we tolerarted that, but not it's been more than 60 days and they still have not downgraded my subscription.
Verified User
We have certain seats available within our package/contract. I hope Zendesk could offer flexible packages to add 1 or more seats at a factional cost.
Victoria
I don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.
Sharon
The pricing is bit higher for mid-sized businesses when comparing to other platforms.
FAQ on Zendesk Pricing
How does Zendesk handle ticket management?
Zendesk's ticketing system allows users to create, assign, prioritize, and track support requests. Tickets can be categorized, tagged, and linked to customer profiles, and the system includes automation features to streamline repetitive tasks and ensure timely responses.
What is Zendesk’s approach to customer self-service?
Zendesk provides a self-service portal through its knowledge base and community forums. Customers can access articles, FAQs, and discussion forums to find answers to their questions without needing direct support from agents, reducing the volume of support requests.
Can Zendesk integrate with other tools?
Yes, Zendesk integrates with numerous third-party applications and services, including CRM systems, social media platforms, and productivity tools. Popular integrations include Salesforce, Slack, and Google Workspace, which help streamline workflows and enhance customer support capabilities.
Can Zendesk be customized to fit my needs?
Yes, Zendesk offers a range of customization options, including custom ticket fields, automated workflows, and personalized branding. Users can tailor the platform to their specific requirements, including creating custom reports and dashboards to monitor performance.
Is Zendesk available on mobile devices?
Yes, Zendesk provides mobile apps for iOS and Android devices, allowing support agents and managers to handle tickets, communicate with customers, and access key features from their smartphones or tablets.
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