Zendesk

Zendesk is customer service software that brings email, chat, messaging, voice and social conversations into one ticketing workspace. Support teams can track, route and resolve requests, publish a help centre for self-service and use AI to answer or triage common questions.

Its products solve a familiar problem for growing businesses: customer requests spread across inboxes and channels, with no shared history and no way to measure response times.

Key features

• Ticketing. Email and ticketing with routing, pre-written responses, automations and triggers.
• Messaging and live chat. Conversations across web, mobile and social channels in the same agent workspace (Suite plans).
• AI agents. Automated answers to common requests; each plan includes a monthly allowance of automated resolutions per agent.
• Copilot. An AI assistant for agents, available as an add-on and included in Suite Enterprise + Copilot.
• Help centre. A knowledge base for self-service; Suite Professional supports 40+ languages and up to 5 help centres.
• Voice. Telephony in Suite plans, with IVR phone menus from Suite Professional.
• Analytics, workforce management and QA. Prebuilt dashboards, scheduling and forecasting tools, and quality scoring of interactions.
• Marketplace. More than 1,800 apps, partners and integrations.

Who it is for

Zendesk suits support teams from a few agents to large contact centres: SaaS companies, online retailers and service businesses handling high request volumes across several channels. Small teams that only need email ticketing can start on Support Team, while multi-channel teams usually need a Suite plan.

Pricing at a glance

Prices are per agent per month.

• Support Team: $19 billed annually ($25 monthly). Email and ticketing, routing, automations and prebuilt analytics; 5 automated resolutions per agent per month.
• Suite Team: $55 billed annually ($69 monthly). Adds AI agents, knowledge base, messaging and live chat, omnichannel routing and telephony.
• Suite Professional: $115 billed annually ($149 monthly). Adds admin copilot, skills-based routing, IVR, multiple help centres and 10 automated resolutions per agent per month.
• Suite Enterprise + Copilot: contact sales. Adds intelligent triage, auto assist, approval workflows and a sandbox.
• Add-ons: Copilot $50 per agent per month (annual); extra automated resolutions $2.00 each pay as you go.

Prices as checked on 7 October 2026; confirm on the vendor's pricing page.

Things to consider

• Support Team covers email ticketing only; messaging, voice and a help centre need a Suite plan.
• AI agent usage beyond the included automated resolutions is charged per resolution, so costs depend on volume.
• Choosing where data is stored is a paid Data Center Location add-on rather than a standard feature.
• Per-agent pricing adds up quickly as a team grows, and add-ons such as Copilot cost extra below Enterprise.

Getting started

1. Start the 14-day trial, which gives you Suite Professional features.
2. Connect your support email address and add channels such as chat or messaging.
3. Create ticket views, triggers and macros for common requests.
4. Publish a few help centre articles and turn on an AI agent for frequent questions.
5. Choose a plan on the pricing page before the trial ends.