Navigating the world of customer service solutions can be complex, especially when it comes to understanding the costs involved. Zendesk, a leading platform in customer service and sales, offers a variety of products and pricing plans tailored to different business needs. This blog aims to demystify Zendesk’s pricing for 2024, providing you with a comprehensive guide to help you understand the different pricing tiers - All information are up-to-date.

What is Zendesk?

Zendesk is a robust customer service and sales platform designed to streamline and enhance how businesses interact with their customers. The platform caters to a wide range of customer engagement needs with products categorized under Zendesk Suite, Zendesk Support, and Zendesk Sales.

• Zendesk Suite: An all-in-one solution for comprehensive customer service, including tools like Support, Guide, Chat, Talk, and Explore.
• Zendesk Support: A powerful ticketing system that manages customer support interactions across multiple channels.
• Zendesk Sales (Sell): A sales force automation tool that helps manage leads, deals, and sales processes, boosting productivity and visibility.

These tools are essential for improving customer satisfaction and operational efficiency. In this blog, we’ll focus on understanding the pricing structures for Zendesk’s Service products.

Zendesk Service Pricing tiers

Zendesk’s Service products are split into two primary categories: Zendesk Support and Zendesk Suite. 

Each offers different levels of service and features to accommodate varying business needs.

• Scope of service: Zendesk Support is focused on ticketing and basic customer support, whereas Zendesk Suite offers a more integrated approach, combining various communication channels and advanced support tools.
• Customization and flexibility: Zendesk Support offers basic customization options, whereas Zendesk Suite provides extensive customization, advanced automation, and AI tools, making it suitable for larger organizations with complex needs.
• Communication channels: Zendesk Support primarily handles ticketing and email support, whereas Zendesk Suite supports omnichannel communication, including live chat, social media, and phone.
• Advanced features: Zendesk Suite includes advanced AI features, comprehensive analytics, and enhanced security options unavailable in the basic Support plans.

Zendesk Support 

Zendesk Support is designed for basic customer support operations, including ticketing and email support. Here are its pricing tiers:

1. Support Team: 

Zendesk Support Team Plan costs:

• $19 per user/month (billed $228 annually)
• $25 per user/month (billed monthly)

Support Team plan includes features like email support, ticketing, custom business rules, and integrations with over 90 computer-telephony systems.

2. Support Professional:  

Zendesk Support Professional Plan costs: 

• $55 per user/month (billed $660 annually) 
• $69 per user/month (billed monthly)

Support Professional plan adds 24/5 phone support, SLA management, customer satisfaction ratings, and more advanced reporting and automation tools.

3. Support Enterprise:   

Zendesk Support Enterprise Plan costs: 

• $115 per user/month (billed $1380 annually) 
• $149 per user/month (billed monthly) 

This tier includes 24/7 support, skills-based routing, guided mode, advanced AI tools, and multi-brand support, among other features.

Zendesk Suite

Zendesk Suite offers an integrated approach with advanced tools and omnichannel communication capabilities. Here are its pricing tiers:

1. Suite Team: 

Zendesk Suite Team Plan costs: 

• $55 per user/month (billed $660 annually) 
• $69 per user/month (billed monthly) 

Suite Team Plan includes a unified agent workspace, Multiple communication channels (email, phone, live chat, social media), and Essential support tools and automation.

2. Suite Growth:

Zendesk Suite Growth Plan costs: 

• $89 per user/month (billed $1608 annually) 
• $115 per user/month (billed monthly) 

This plan includes all features of Suite Team, enhanced reporting tools, and additional automation features.

3. Suite Professional:

Zendesk Suite Professional Plan costs:

• $115 per user/month (billed $ 1380 annually)
• $149 per user/month (billed monthly) 

Suite Professional includes features from Suite Growth, more advanced customization, and enhanced AI-driven insights.

4. Suite Enterprise:

Zendesk Suite Enterprise Plan costs: 

• $169 per user/month (billed $ 2028 annually)
• Requires a quote if you want to pay monthly. 

This plan includes comprehensive features for large organizations, advanced security and compliance tools, customizable workflows, and integrations.

5. Suite Enterprise Plus: 

Zendesk Suite Enterprise Plus has custom pricing and requires a quote. 

Suite Enterprise Plan is tailored for very large enterprises with specific needs and includes the highest level of support and customization.

Zendesk Service add-ons

In addition to the standard plans, Zendesk offers several add-ons to enhance the capabilities of its Support and Suite plans:

1. Zendesk Workforce Management

Cost: $25 per agent/month.

Features:

• AI-powered forecasting.
• Automatic agent scheduling.
• Real-time agent activity tracking.
• Agent performance reporting.
• Comprehensive historical and real-time reporting.

Benefit: Helps organizations efficiently manage team schedules and optimize agent performance based on forecasted needs​.

2. Zendesk Quality Assurance (formerly Klaus)

Cost: Starting at $25 per agent/month.

Features:

• Automatic analysis of 100% of conversations across various channels.
• AI detects issues, knowledge gaps, and coaching opportunities.
• Performance trends tracking.
• Agent feedback and coaching.

Benefit: Improves service quality by identifying training needs and providing detailed feedback to agents​.

3. Advanced-Data Privacy and Protection

Cost: $50 per agent/month.

Features:

• Advanced encryption.
• Access logs.
• Advanced data retention policies.
• Data masking.
• Automatic redaction.

Benefit: Enhances security and compliance, especially useful for organizations with stringent data protection requirements​.

4. Advanced AI

Cost:  $50 per agent/month.

Features:

• Provides actionable insights and suggestions for agents.
• Intelligent ticket triage based on AI predictions.
• Available as an add-on for Professional and higher plans.

Benefit: Improves efficiency and accuracy in handling customer inquiries through AI-driven recommendations​.

Want to elevate your Zendesk experience?

Actioner provides a suite of AI-powered apps that enable users to handle tasks like ticketing, deal management, time-off requests, office celebrations, and more. The platform is designed for ready-made and customizable workflows, allowing businesses to build their apps tailored to their specific needs. It supports integrations with tools like Zendesk, providing a comprehensive solution for workflow automation.

By focusing on Zendesk, Actioner enables teams to handle various support-related tasks directly from Slack, streamlining communication and increasing efficiency.

Integrate Zendesk with Slack:

Actioner’s Zendesk Slack integration helps support teams manage their tasks more effectively and respond to customer issues swiftly without leaving Slack. 

Key Features of Actioner’s Zendesk Slack Integration:

• Conversational Ticketing: Convert Slack messages into Zendesk support tickets, automate ticket creation and assignment workflows.
• Notifications and Alerts: Receive real-time notifications in Slack about new tickets and updates.
• Automated Workflows: Create no-code workflows that integrate Zendesk with other tools, automating repetitive tasks.
• Collaboration: Use dedicated Slack channels for ticket resolution collaboration.
• Reporting and Analytics: Generate reports and monitor KPIs within Slack.

Actioner's AI Assist app for Zendesk:

Actioner also offers the AI Assist app designed to enhance Zendesk functionalities. It comprehends customer issues and provides actionable insights for your team. It includes AI-powered tools to optimize workflows, enable agents to resolve issues faster and scale your knowledge base effortlessly. 

Actioner's AI Assist app covers Zendesk’s own Advanced AI add-on functionalities that cost $50 per user/month.

Actioner’s AI Assist app enhances Zendesk functionalities with the following features:

• Automated ticket summaries: Generates summaries of the requester's previous tickets when a new ticket is created, providing a concise overview of the customer's history.
• Intent analysis: Analyzes resolved tickets to identify their primary purpose or request, adding insights to internal notes for a comprehensive overview.
• Sentiment analysis: Evaluates the sentiment expressed in resolved tickets to gauge customer satisfaction, conveying this information in internal notes to help the support team understand the customer's emotional state.
• Summary of resolved tickets: Automatically creates summaries of key points in resolved tickets, offering quick references for support agents to facilitate efficient communication.

Wrapping up

In conclusion, understanding Zendesk's pricing and the features of each plan can help you choose the right solution for your business needs in 2024. You can enhance customer satisfaction and streamline support operations with the right plan and tools. 

If you decide to go with Zendesk as your support system, do not forget to check out Actioner’s Zendesk Slack integration and AI Assist solutions & reach out from our Slack community if you need any assistance.