Make it right

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

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Essential

Team

Professional

Enterprise

Elite

Zendesk Support pricing
Billed annually (per agent per month) $ $1 $4 $9 $199
Billed monthly (per agent per month) $9 $25 $59 $125 -
Customer support from the Zendesk team
Email Support 8x5 24x5 24x7 24x7
Phone Support (in English) 24x5 24x7 24x7
Chat Support (in English) 24x7 24x7
Launch Guidance Program (first 60 days)

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

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

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Customer communication channels

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

Facebook & Twitter Engage customers over Twitter or Facebook and easily convert messages 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 developer.zendesk.com for more details.

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

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Phone: CTI Toolkit & Integrations We have over 40+ plug-n-play CTI integrations available in our marketplace. You can also customize your call center 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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Agent efficiency

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

Mobile app Access Zendesk Support from your favorite mobile devices to view and respond to support requests.

Translated agent interface (28 languages) Agents can work in their preferred language, with a localized 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 that pertain to that ticket, and pre-select apps to have expanded and collapsed. 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 & helping to speed up response time and handle time.

Skills-based routing
Help desk management

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

Automated Automated
Ticket file attachment size 1MB 7MB 20MB 20MB 20MB

Custom business rules (triggers & 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’'re gathering the right info from the customer for every support request.

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

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

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

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Customer relationship management
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 organization Add a user to one or many organizations to apply rules based on the group they belong to. Adding to multiple organizations is helpful for contractors, supervisors, or employees who may belong to multiple business units, departments, or locations.

Single Multiple Multiple Multiple

Custom user and organization fields Capture customer information in user and organization fields. Set customer-centric workflows around these fields.

Customer satisfaction ratings (CSAT) & 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 of a support ticket. Organize 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, NPS, and the NPS-related emoticons are registered 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 your customers are going to 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 against your peers on key benchmark metrics like customer satisfaction, first response time, and ticket volume.

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

Advanced analytics powered by Zendesk Explore
Platform

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 favorite tools and important data.

Private custom 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 custom workflow on tickets.

Custom objects

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

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

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

SNI SNI or IP-based SNI or IP-based SNI or IP-based

Digitally signed emails (DKIM/DMARC) Enable SSL for your custom 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 login.

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.

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.

JWT JWT / SAML JWT / SAML JWT / SAML

Automatic redaction Remove credit card numbers from incoming tickets, comments & custom 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 center location Specify a region or country where your account data must be stored. Select from US-only or EU-only. Some restrictions apply.

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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 program ensures that our services remain available or are easily recoverable in the case of a disaster. Target times are available as required.

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.

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*Available as an Add-on