Everything you need for best in class service
Plans for everyone
Plans for enterprises
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- Industry-leading ticketing system An integrated system to engage customers via email, Tweets and Facebook wall posts and easily convert them into tickets.
- Messaging across web, mobile and social Deliver rich, modern and automated conversational experiences out-of-the-box on your website, or mobile app.
- Email, voice, SMS and live chat support Provide personalised support over the phone or web.
- Help centre - Single Create self-service articles that empower customers to find answers on their own.
- Easy-to-set up automations and workflows Automate and streamline agents' processes to provide faster resolution at scale.
- AI-powered automated answers - Up to 50 Provide immediate answers to incoming questions using machine learning to reply instantly with available, relevant information so customers can get answers without waiting. Answers can be delivered via email, ticket form, live chat, messaging, social channels, Slack, API and/or SDK.
- Unified agent workspace A unified, conversation-focused agent workspace helps your team manage conversations across all web, mobile and social channels in one single view.
- Routing based on agent status and capacity Direct conversations to the right agent based on their availability, capacity, skill and the conversation priority, so that they can respond to tickets faster.
- Reporting and analytics - Prebuilt Analyse your performance using pre-built dashboards that include best practice customer service metrics.
- Data and file storage - Standard Store Zendesk data, files and third party data in our flexible and open platform. Learn more about data by plan here.
- 1,000+ apps and integrations - Prebuilt Tap into 1,000+ prebuilt apps and integrations available from the Zendesk Marketplace to unite your favourite tools and important business data without writing a single line of code. Or build your own apps for exclusive use within your account, using our App or Channel Framework.
- Robust APIs - Standard rate limit The API is a powerful resource that many Zendesk customers use to bulk-import resources, create apps, pull data from external sources and more.
- Online support from the Zendesk team Access to customer support during business hours for general account information and quick troubleshooting when something breaksdown.
- Onboarding and adoption guidance Prescriptive guidance for feature activation, and better usage of core Zendesk capabilities delivered digitally or through engagements and programmes.
View features
- Industry-leading ticketing system An integrated system to engage customers via email, Tweets and Facebook wall posts and easily convert them into tickets.
- Messaging across web, mobile and social Deliver rich, modern and automated conversational experiences out-of-the-box on your website, or mobile app.
- Email, voice, SMS and live chat support Provide personalised support over the phone or web.
- Help centre - Multiple Create self-service articles that empower customers to find answers on their own.
- Easy-to-set up automations and workflows with additional options Automate and streamline agents' processes to provide faster resolution at scale.
- AI-powered automated answers - Up to 100 Provide immediate answers to incoming questions using machine learning to reply instantly with available, relevant information so customers can get answers without waiting. Answers can be delivered via email, ticket form, live chat, messaging, social channels, Slack, API and/or SDK.
- Unified agent workspace A unified, conversation-focused agent workspace helps your team manage conversations across all web, mobile and social channels in one single view.
- Routing based on agent status and capacity Direct conversations to the right agent based on their availability, capacity, skill and the conversation priority, so that they can respond to tickets faster.
- Reporting and analytics - Prebuilt Analyse your performance using pre-built dashboards that include best practice customer service metrics.
- Data and file storage - Intermediate Store Zendesk data, files and third party data in our flexible and open platform. Learn more about data by plan here.
- 1,000+ apps and integrations - Prebuilt and custom Tap into 1,000+ prebuilt apps and integrations available from the Zendesk Marketplace to unite your favourite tools and important business data without writing a single line of code. Or build your own apps for exclusive use within your account, using our App or Channel Framework.
- Robust APIs - Advanced rate limit The API is a powerful resource that many Zendesk customers use to bulk-import resources, create apps, pull data from external sources, and more.
- Online support from the Zendesk team Access to customer support during business hours for general account information and quick troubleshooting when something breaksdown.
- Onboarding and adoption guidance Prescriptive guidance for feature activation, and better usage of core Zendesk capabilities delivered digitally or through engagements and programmes.
- Self-service customer portal Create a dedicated space for your customers to manage their support requests and community contributions with a personalised portal.
- AI-powered knowledge management Agents and internal teams can easily add new information with integrated knowledge management and leverage that content themselves to respond faster and more accurately when helping customers one-on-one.
- Customisable ticket layouts 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. Show only the fields that you want agents and end users to see in ticket forms for a better user experience.
- Light access licenses - Up to 50 Give limited permissions to certain individuals so they can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to the ticket.
- Service Level Agreement (SLA) management Accurately measure and avoid breaches by setting Service Level Agreements based on conditions. Add to any view for easy monitoring.
- Multilingual support and content Provide support and localise your help centre in multiple languages (40+).
Most popular
View features
- Industry-leading ticketing system An integrated system to engage customers via email, Tweets and Facebook wall posts and easily convert them into tickets.
- Messaging across web, mobile and social Deliver rich, modern and automated conversational experiences out-of-the-box on your website, or mobile app.
- Email, voice, SMS and live chat support Provide personalised support over the phone or web.
- Help centre - Multiple Create self-service articles that empower customers to find answers on their own.
- Easy-to-set up automations and workflows with additional options Automate and streamline agents' processes to provide faster resolution at scale.
- AI-powered automated answers - Up to 500 Provide immediate answers to incoming questions using machine learning to reply instantly with available, relevant information so customers can get answers without waiting. Answers can be delivered via email, ticket form, live chat, messaging, social channels, Slack, API and/or SDK.
- Unified agent workspace A unified, conversation-focused agent workspace helps your team manage conversations across all web, mobile and social channels in one single view.
- Routing based on agent status, capacity and skills, as well as conversation priority Direct conversations to the right agent based on their availability, capacity, skill, and the conversation priority, so that they can respond to tickets faster.
- Reporting and analytics - Prebuilt and custom Analyse your performance using prebuilt dashboards and create custom reports fine-tuned for your team and stakeholders.
- Data and file storage - Intermediate Store Zendesk data, files and third party data in our flexible and open platform. Learn more about data by plan here.
- 1,000+ apps and integrations - Prebuilt and custom Tap into 1,000+ prebuilt apps and integrations available from the Zendesk Marketplace to unite your favourite tools and important business data without writing a single line of code. Or build your own apps for exclusive use within your account, using our App or Channel Framework.
- Robust APIs - Advanced rate limit The API is a powerful resource that many Zendesk customers use to bulk-import resources, create apps, pull data from external sources, and more.
- Online support from the Zendesk team Access to customer support during business hours for general account information and quick troubleshooting when something breaksdown.
- Onboarding and adoption guidance Prescriptive guidance for feature activation, and better usage of core Zendesk capabilities delivered digitally or through engagements and programmes.
- Self-service customer portal Create a dedicated space for your customers to manage their support requests and community contributions with a personalised portal.
- AI-powered knowledge management Agents and internal teams can easily add new information with integrated knowledge management and leverage that content themselves to respond faster and more accurately when helping customers one-on-one.
- Customisable ticket layouts 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. Show only the fields that you want agents and end users to see in ticket forms for a better user experience.
- Light access licenses - Up to 100 Give limited permissions to certain individuals so they can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to the ticket.
- Service Level Agreement (SLA) management Accurately measure and avoid breaches by setting Service Level Agreements based on conditions. Add to any view for easy monitoring.
- Multilingual support and content Provide support and localise your help centre in multiple languages (40+).
- Live agent activity dashboard - Viewable Optimise your team’s performance in real-time by viewing live agent activity, such as agent statuses across all channels, how many conversations each agent is working on and more.
- Integrated community forums Create a space for your customers to connect and collaborate with your business, as well as with one another.
- Private conversation threads Enable agents to seamlessly bring in other people from internal and external teams to collaborate on tickets without interrupting the main conversation flow within the ticket.
- Customisable and shareable dashboards Create customised dashboards with charts and filters. Share and schedule dashboards to keep teammates and stakeholders in the loop about key insights and trends.
- Advanced voice capabilities Deliver enhanced support with sophisticated call management tools such as requesting a callback, conference calling, IVR routing and much more.
- Data Location Options Specify where your account data is stored, whether in the US, APAC or European Economic Area. Some restrictions apply.
- HIPAA compliance Zendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers.
- Events Connector for Amazon Web Services Zendesk Events Connector lets users stream near real-time data changes (events) from Zendesk into AWS through Amazon EventBridge. Common use cases include enhancing customer information with machine learning (ML), security and compliance tools, or custom analytics and business intelligence through services such as AWS Lambda, Amazon Simple Storage Service (Amazon S3), Amazon Kinesis, and Amazon SageMaker.
View features
- All the core elements needed for excellent customer support and
- Custom team roles and permissions Define and assign agent roles to suit your organisational structure and workflow.
- Advanced knowledge management Create, manage and update content that is reusable, and can live across multiple articles or help centres. Keep your content up to date through its lifecycle with scheduled publishing, unpublishing and verification intervals.
- Customisable agent workspaces Focus agent effort by displaying the relevant ticket form and macros that pertain to that ticket, and pre-select apps to have expanded and collapsed.
- Customisable branding for web conversations Customise the widget to match the look and feel of your brand. Remove the "Zendesk" branding from your widget.
- Light access licenses - Up to 1,000 Give limited permissions to certain individuals so they can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to the ticket.
- Live data and external dashboard sharing Create customised live dashboards with live metrics, charts and filters. Share and schedule dashboards not only with your team, but with external stakeholders, too.
- Live agent activity dashboard - Customisable, agent capacity, plus live agent status drill-in Optimise your team’s performance in real-time by viewing live agent activity, such as agent statuses across all channels, how many conversations each agent is working on and how much capacity agents have at any given moment.
- Sandbox environment for change management Replicate your ticketing system configurations, customisations and metadata into a non-production environment for testing, development, and/or training purposes.
- Robust APIs - Enterprise rate limit The API is a powerful resource that many Zendesk customers use to bulk-import resources, create apps, pull data from external sources and more.
- AI-powered triage and conversation insights - RETAIL ONLYAutomatically classify customer service conversations based on customer intent and language. Enable workflows that automatically triage and route incoming requests and surface AI-powered insights and relevant macros to solve requests faster. (Currently available for retail customers and will expand to other industries)
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- Protect your data with best-in-class security and compliance.
- Fine-tune operations with granular controls and greater change management flexibility.
- Extend your Zendesk instance and unify your data with custom integrations.
- Get set up for success with advanced support and services from the Zendesk team.
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Frequently asked questions, answered.
PURCHASE
How can I buy your software?
After clicking “Buy now”, you will create a Zendesk account and immediately be able to purchase your software. You can easily pay by credit card or PayPal. Customers who prefer to purchase through our sales representatives can opt to pay via invoice.
How long are your contracts? Can I upgrade or downgrade my subscription?
Plans are month-to-month or annual. You can start/stop or make changes to your plan at any time (but note that refunds are not given for cancellation or downgrades). Learn more here or contact us for details.
What if I do not need all the capabilities in Zendesk Suite?
The Zendesk Suite is the simplest way to get up and running with everything your team needs to deliver seamless support across channels, at great value. If you are looking for a lighter solution, check out our Support-only plans, starting from US$19 per agent/month (billed annually).
TRIAL
How does the free trial work?
When you sign up for your trial of Zendesk Suite, you will have access to all features on the Zendesk Suite Professional plan. If you want to trial a specific plan, just contact us. At any point during the trial you can choose a plan and pay by credit card or PayPal from within your account.
What happens after the trial ends?
At the end of your Zendesk Suite trial, your data and setup remains intact. You can log in and select a plan to purchase.
GENERAL
What resources are available to ensure I am getting the most out of my Zendesk?
Customers on any Zendesk Suite plan have access to online support, as well as the Zendesk Help Centre, on-demand training and Community. For additional fees, customers can access prescriptive guidance, custom training, hands-on configuration, 24/7 support and implementation services to ensure teams are set up for success.
Does Zendesk integrate with other applications and systems?
We have thousands of pre-built apps and integrations available through the Zendesk Marketplace. You can also build almost anything you want on top of the Zendesk platform via our developer API.
How do you protect your customers’ data?
We combine enterprise-class security features with comprehensive audits of our applications, systems, and networks to ensure customer and business data is always protected. Take a look at the security measures we take to protect your business and your customers.
More questions?
Our Help Centre is open 24/7. You can also reach out to our global support team. We are here to help.
