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

ZENDESK SUPPORT PRICING
Billed annually (per agent per month) $5 $19 $49 $99 $199
Billed monthly (per agent per month) $9 $25 $59 $125 -
CUSTOMER SUPPORT FROM THE ZENDESK TEAM
Self-service Help Center & Community
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)Start off your Enterprise plan experience with help from our customer success team who will guide you through Zendesk best practices.
Service-level guaranteeA guarantee of a one-hour global first reply time to English-language inquiries for 95% of requests.
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Success ServicesWork 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
EmailOut-the-box email integration (no need to set up your mail server) with unlimited email addresses. Customizable HTML and text templates.
Facebook & TwitterEngage 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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HELP CENTER: SELF-SERVICE
Knowledge Base
ThemesStart to brand your Help Center with one of our design layouts built upon self-service best practices.
Templates Custom Custom Custom Custom
Localized self-service content (40+ languages available)Specify the languages you want to support in your Help Center, and set a different name for the Help Center for each of your supported languages.
1 language 1 language Multiple languages Multiple languages Multiple languages
Internal agent knowledge baseCreate an internal knowledge base for your agents only so they can self-serve too; store internal articles and document processes.
Community forumsStart a community discussion to gather feedback and ideas, and help customers help one another.
MultibrandManage multiple Help Centers–each with a unique destination, content, and branded design–from a single Zendesk Support account.
Up to 5 brands* Unlimited brands* Unlimited brands
AGENT EFFICIENCY
Pre-defined responses (Macros)Macros allow agents to quickly respond to common requests with a standard reply.
Mobile appAccess 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.
Custom & Group ViewsViews 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 contentMulti-language placeholders that dynamically insert ticket content based on end-user language preferences.
Pathfinder appPathfinder app allows agents to see which Help Center articles and Community posts customers have viewed prior to and after submitting a ticket.
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Guided ModeLines 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.
HELP DESK MANAGEMENT
Ticket sharing between Zendesk Support accountsCreate 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 HoursDefine business hours in Zendesk Support to let your customers know your support availability.
Single Multiple Multiple
Time Tracking appThe Time Tracking app captures the time your agents spend on every ticket, so managing your team’s performance and overall support operations is easier.
Service Level Agreement (SLA) managementMeasured 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 FormsCreate 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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Conditional Fields AppHide and show fields in your ticket forms based on previous answers to give agents and end-users a better, faster, experience.
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Light AgentsLight agents are able to read and make private comments on a ticket. Good for internal collaboration with non-support departments.
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Custom roles and permissionsSpecify granular permissions for agents, and control what they have access to in Zendesk Support, Chat & Talk.
CUSTOMER RELATIONSHIP MANAGEMENT
Contacts & ticket history
Contact Form
Rate My AppPrompt your mobile users to rate your app or deflect feedback straight to a ticket in Zendesk Support.
Device data logEmbeddables (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 organizationAdd 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 fieldsCapture customer information in user and organization fields. Set customer-centric workflows around these fields.
Customer PortalRequest management for customers to login and check the status or update their tickets.
Customer satisfaction ratings (CSAT) & follow-up surveyAutomatically offer your customers the ability to rate the support they received on a ticket and follow up to ask why.
Customer ListsKnow 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 PredictionPredict 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 dashboardGet 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 BenchmarkCompare yourself against your peers on key benchmark metrics like customer satisfaction, first response time, and ticket volume.
Support Performance dashboardsGet visibility into ticket volume, customer satisfaction, and agent performance with KPI dashboards.
Help Center Reporting & AnalyticsGet an instant snapshot of your Help Center activity with three pre-built dashboards that capture trends around knowledge base activity, community engagement, and search behaviors.
Google Analytics Pre-built Dashboard Pre-built Dashboard Pre-built Dashboard
Custom Insights reportsInteract, filter, and drill into over 50 best practice reports to measure operational efficiency, agent performance, and customer experience. Slice data how you need and build powerful custom reports.
Refreshed daily Refreshed hourly Refreshed hourly
PLATFORM
Public apps & integrationsZendesk 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 & integrationsBuild 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.
99.9% Uptime SLAOur 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 encryptionSSL 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 AuthenticationAn 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 managementZendesk 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 mobileProvide 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 redactionRemove 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 restrictionOnly 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 analysisIn-depth analysis of how a given ticket property is used across your triggers, automations, macros, and ticket views.
Audit logsView a detailed list of critical changes that have been made to Zendesk Support.
Email compliance archiveSend all Zendesk Support email notifications privately to an address of your choice, keeping a complete archive of communication.
Sandbox test environmentPerform tests on Zendesk Support in a trial environment, separate from your production instance.
Data center locationSpecify 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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EncryptionCommunications 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.
Encryption-at-rest* Encryption-at-rest
Disaster recoveryOur 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
HIPAA complianceZendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers.
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