Help Desk Software
Zendesk: features, pricing and who it fits
Zendesk is a broad omnichannel help desk sold per agent, with Support Team at $19 monthly on annual billing. Suite plans bundle email, messaging, voice and the Guide knowledge base. Copilot, quality tools and round-the-clock support are paid extras, and AI is billed per resolution.
Who Zendesk is for
Best for
- Support teams that want a broad omnichannel suite with a regional data hosting option
- Teams comfortable paying per AI resolution
Look elsewhere if
- Teams wanting flat all-in pricing: Copilot, WEM, QA and 24/7 support are paid add-ons
- Very small teams that need a free plan (none listed)
Fit by company size
| Category | 1-10 people | 11-50 people | 51-500 people | 500+ people |
|---|---|---|---|---|
| Help Desk Software | Poor fit | Workable | Strong fit | Strong fit |
| Knowledge Base Software | Poor fit | Workable | Strong fit | Strong fit |
Strong fitWorkablePoor fitNo data from the vendor
Zendesk features
- Channel coverage
- Suite plans bundle email, messaging and voice channels; Contact Center add-on $83/agent/month
- Knowledge base and self-service
- Guide knowledge base included in Suite plans
- AI agents and assistance
- AI agents billed per automated resolution; Copilot $50/agent/month on Professional and up
- Pricing model
- Per agent plus per-resolution AI fees and add-ons
- Target company size
- Tiers from Support Team to Enterprise
Zendesk pricing
| Plan | Price | Unit | Notes |
|---|---|---|---|
| Support Team | $19 annual / $25 monthly | per agent/month | 5 automated resolutions per agent/month |
| Suite Team | $55 annual / $69 monthly | per agent/month | 5 automated resolutions per agent/month |
| Suite Professional | $115 annual / $149 monthly | per agent/month | 10 automated resolutions per agent/month; 14-day trial uses this plan |
| Suite Enterprise + Copilot | Contact sales |
Annual billing is 20% off. Extra AI resolutions $1.50 committed, $2.00 pay-as-you-go.
Prices as published by Zendesk on the date above. Quotes for larger teams often differ, which is what a request on SaaSBid surfaces.
Integrations, security and hosting
- Security and compliance
- SOC 2 Type II, ISO 27001:2022, ISO 27018, ISO 27701, ISO 27017, FedRAMP Low Impact SaaS, CSA STAR AI Level 1 and 2, Cyber Essentials Plus, HIPAA via BAA and add-on
- Data residency
- US, AU, JP and EEA via Data Center Location add-on
Worth knowing before you buy
- Automated AI resolutions are billed at $1.50 (committed) or $2.00 (pay-as-you-go) beyond 5 to 10 included per agent per month
- Copilot costs $50 per agent/month on top of Professional
- Data center location choice is a paid add-on (US, AU, JP, EEA)
- Premier 24/7 support and professional services are add-ons on every listed plan
- Monthly billing costs 25% to 30% more than annual on each plan
