Zendesk Suite
Zendesk Suite Pricing
If you’re evaluating customer service software, Zendesk pricing can initially seem complex. In this guide, I’ll cover all the current Zendesk pricing plans– from the basic Support-only plan to the advanced Suite plans – including their monthly costs, key features, and who they’re best suited for.
By the end, you’ll clearly understand Zendesk pricing and which plan might best fit your team.
Zendesk Suite Plans
Support Team
- Ticketing system
- Contact form and Web Widget
- Facebook and X
- Unified Agent Workspace across channels*
- Customer details and conversation history
- Predefined responses with macros
- Custom business rules with triggers and automations
- Prebuilt analytic dashboards
- Prebuilt apps and integrations
- On-demand trainings and best practices
- Online support from the Zendesk team
Suite Team
- Support Team, plus:
- AI agents
- Customer and internal knowledge base
- Google Analytics for help center
- Messaging with live chat capabilities
- Proactive messaging to customers
- Social messaging including Instagram, WhatsApp, Slack, and more
- Phone support with call routing
- Automated phone ticket creation
- Voicemail and call recording
- Text messaging
Suite Professional
- Suite Team, plus:
- Live and custom analytics
- Skills-based routing
- Side conversations
- Customer satisfaction ratings & surveys
- Service level agreements (SLA)
- View and comment-only access with Light agents
- Multiple ticket forms
- Customer self-service portal
- Business hours
- Interactive voice response (IVR, phone trees)
- HIPAA enabled
- Data location options
- Multilingual support and content
Suite Enterprise
- Suite Professional, plus:
- Sandbox
- Custom agent roles
- Content blocks
- Audit logs
- Approval workflows
- Dynamic, contextual workspaces
- Extended queue size and wait times
- Up to 300 help centers
- Ticket queues to avoid agents cherry-picking
- Business rules analysis
- Visual data alerts
Freshdesk
HubSpot Service Hub
Custify
Gainsight CS
ChurnZero
Table of Contents
Zendesk pricing plans overview
If you are here, it’s probably because you already understand what Zendesk is used for. Thus, let’s go through what matters. Zendesk pricing offers multiple plans designed for different needs. In 2025, their customer service platform is split mainly into two categories:
- Zendesk Support (Support-only plans): Focused on email/ticketing support with essential features. Great if you just need a basic help desk.
- Zendesk Suite (All-in-one omnichannel plans): These plans include multichannel support (email, chat, phone, social media) plus AI and advanced tools.
Each category has tiers ranging from entry-level to enterprise. Below, I’ll review five key Zendesk pricing tiers in detail:
- Support Team – Basic support for getting started (email-based ticketing).
- Suite Team – Omnichannel foundation with AI features for small teams.
- Suite Professional – Advanced tools and customizations for larger teams.
- Suite Enterprise – Enterprise-grade features and scalability (top tier).
For each plan, we’ll look at the price per agent per month (typically billed annually for the best rate), the features and tools included, and the ideal client profile (who would benefit most from that plan).
Pricing note: Zendesk’s listed prices are usually the per-agent cost when billed annually. Month-to-month billing is available too, but at a higher rate (roughly 20% more).
Save up to 20% with annual billing!
Now, let’s break down each plan.
Zendesk Support Team
Zendesk Support Team is the entry-level plan focused on basic email-based support. It’s great for small businesses or startups that need a simple help desk solution without all the bells and whistles of multichannel support.
Price: $19 per agent/month (billed annually). This is Zendesk’s lowest-priced plan (around $25 if billed monthly).
- Channels: Email support is the core, with limited social media support (Facebook and X/Twitter) and a contact form for ticket submissions.
- Ticketing system: A centralized ticketing system where all customer inquiries turn into tickets for agents to manage.
- Agent workspace: A unified agent workspace that shows the customer’s details and conversation history in one place.
- Productivity tools: Predefined responses (macros) help answer common questions quickly, while basic workflow automations with triggers (if-this-then-that rules) save time by automating repetitive tasks.
- Analytics: Access basic analytics dashboards to monitor support metrics like ticket volume, response times, and customer satisfaction, though not as advanced as higher plans.
- Integrations: Prebuilt apps and integrations in Zendesk’s marketplace allow you to easily connect tools like your CRM or project management software.
- Support & Resources: Zendesk provides online support and a library of on-demand training/best practice resources even at this tier.
Best Suited For: The Support Team plan is perfect for small teams and startups focusing on email support with a limited budget.
Zendesk Suite Team
The Zendesk Suite Team plan is the first tier of Zendesk’s omnichannel Suite. It includes everything in Support Team, plus additional channels and AI to deliver more multichannel, conversational service out-of-the-box.
Price: $55 per agent/month (billed annually). If paid monthly, it’s roughly $69 per agent.
All Major Channels – Suite Team supports email, live chat, messaging, voice, and social media channels in one package.
- Live Chat & Messaging: Web widget for live chat on your site, and messaging that persists (so customers can reply even after leaving the site).
- Phone Support: Basic voice support is included, with features like call routing, voicemail, and automatic ticket creation from calls.
- Social Media: Integration with popular social channels beyond Facebook/X – such as Instagram, WhatsApp, and Slack.
Essentially, Suite Team gives you an omnichannel inbox, so your team can handle all types of customer inquiries without juggling separate tools.
- Knowledge Base: A help center (knowledge base) is included, so you can create self-service articles for customers. This reduces the load on agents.
This plan utilizes AI agents (bots) for 24/7 assistance with simple inquiries. Zendesk’s AI Answer Bots suggest helping center articles or preset answers to common questions. The Suite Team offers “Standard AI” features, including a limited number of automated resolutions per agent each month, with options to pay for more.
- Generative AI Search: A new feature, generative search, uses AI to improve search results in your help center.
- Analytics & Integrations: Like the Support Team, you have prebuilt dashboards and 1,000+ integrations.
- Workflow and Productivity: All triggers, automations, and macros from the Support plan carry over. Suite Team can also access additional add-ons like workforce management and quality assurance tools.
- Onboarding and Support: Zendesk provides digital onboarding resources and the same level of standard support to help you get up and running.
Best Suited For: Small to medium businesses that want a unified customer service solution across channels.
Zendesk Suite Professional
Zendesk Suite Professional is the next step up, offering more advanced tools, customizability, and routing options for customer service.
Price: $115 per agent/month (billed annually)
- Includes All Growth Features
- Custom Reporting and Analytics
- Skills-Based Routing
- Side Conversations
- More Automation & Workflow Options
- Light Agents (Collaborators)
- Customer Satisfaction Surveys & SLAs
- Multilingual & Multi-Brand Support
- Security & Compliance
- Eligibility for Copilot (AI add-on)
Best Suited For: Large companies or support teams that need advanced customization and efficiency.
Zendesk Enterprise
The Zendesk Suite Enterprise plan is the highest tier (excluding any custom “Elite” offerings) and is designed for enterprises that require at-scale customization, security, and control.
Price: Officially listed as $115 per agent/month (billed annually) as a starting point, but in practice, you need to contact them for Zendesk enterprise pricing.
- Includes All Professional Features
- Sandbox Environment
- Custom Agent Roles & Permissions
- AI-Powered Content Cues
- Content Blocks
- Advanced Knowledge Management
- Dynamic Workspaces
- Extended Queues and Routing Controls
- Audit Logs and Advanced Security
- Customization and Scaling
Best Suited For: Very large businesses, enterprises, or those in highly regulated industries.
Now that I’ve described each Zendesk plan in detail, let’s talk about free trials, free plan availability, and what other costs (like add-ons) you should consider.
Zendesk Free Trial & Free Plan Availability
One of the common questions is whether Zendesk offers a free version or a trial. Here’s the deal:
Zendesk Free Trial
Yes, Zendesk offers a 14-day free trial for its Suite plans. When you sign up for a trial, by default, Zendesk gives you access to all features of the Suite Professional plan during those 14 days.
This is great because you can test drive nearly everything Zendesk has to offer – different channels, the help center, AI bots, etc. – without limitation.
During the trial, you can invite team members, set up workflows, and basically simulate your support operations. If you decide to continue, all the data and setup you did in the trial carry over once you choose a paid plan.
What happens after 14 days?
If you don’t purchase a plan, the trial ends. Your account and data usually remain in a kind of limbo – you can still log in and choose a plan to subscribe to and then continue using it, but you can’t keep using the features for free beyond the trial period.
Zendesk Free Plan
Zendesk does not have a permanent free tier for its support product. All regular plans (as we described: Support Team, Suite Team, etc.) require a paid subscription. This is a key difference from some competitors (for instance, Freshdesk offers a limited free plan; more on that in the FAQ).
The only exception is for startups: Through the Zendesk for Startups program, qualifying new startups can get Zendesk free for 6 months.
This is an extended trial for young companies meeting certain criteria. It’s worth checking Zendesk’s website if you’re an early-stage startup, as six months free can be a great boost.
Apart from that, there’s no free-forever support plan. So after your 14-day trial, you’ll need to pick a paid plan to continue providing support via Zendesk.
- No Credit Card Required (usually): Signing up for the trial generally doesn’t require a credit card upfront. So it’s low commitment – you can try and if it’s not for you, just let it expire.
My advice is: take advantage of the free trial, and involve your team in testing it. Try out the channels, maybe even let a small subset of customers use the new support portal, and see if the features meet your needs. Two weeks can go fast, but it’s enough to get a feel for the software.
Zendesk Add-Ons and AI Upgrades
Beyond the base plans, Zendesk offers several add-ons and AI-powered upgrades that you can purchase to extend the platform’s functionality.
Zendesk AI / Answer Bot
This isn’t exactly a separate add-on you buy (basic AI features are included in Suite plans), but it’s worth explaining. Every Suite plan comes with an “AI Answer Bot” allowance – essentially, some automated answers (also called Automated Resolutions, AR) that the bots can provide each month.
Zendesk Copilot (AI Add-On)
Copilot is a newer AI add-on (introduced around 2024) designed as an AI assistant for agents. It’s available on Professional and Enterprise plans.
Pricing is about $50 per agent/month (annual). What does Copilot do? It “instantly understands common customer issues, routes tickets, and gives your team proactive insights and suggestions”. In practical terms, Copilot includes:
- An Agent Copilot: suggests reply content or next steps to agents by analyzing the conversation.
- AI-powered workflows: automating triaging or classification of tickets.
- Generative AI writing tools: to help draft responses.
- AI-driven knowledge management: helping keep your knowledge base up to date (likely overlapping with the Content Cues feature).
Zendesk Workforce Management (WFM)
This add-on helps with agent scheduling and staffing. It uses AI to forecast how many agents you’ll need at given times and lets you schedule shifts, track adherence, etc. It costs $25 per agent/month.
- AI-powered forecasting of support volume.
- Automatic agent scheduling and shift planning.
- Real-time tracking of agent activity (who is on calls, who is available, etc.).
Who might need this? Call centers or support teams with >50 agents, where scheduling efficiently can save money and meet service levels. Smaller teams may not need a formal WFM tool.
Zendesk Quality Assurance
This is an AI-based conversation analytics add-on to monitor the quality of support interactions. Priced at $35 per agent/month. Features include:
- AutoQA with 100% coverage: It listens/reads all interactions (calls, chats, tickets) automatically.
- AI insight filters (Spotlight) to detect issues or anomalies.
- Agent feedback and coaching: identifies coaching opportunities where an agent might need training.
- Track performance trends: see quality scores over time.
- It even covers Voice QA and QA for AI bot interactions.
Workforce Engagement Bundle
If you want both WFM and QA, Zendesk offers a bundle for $50per agent/month, which is a discounted rate compared to buying each separately.
Advanced Data Privacy and Protection
This add-on is about improved security/compliance. It’s $50 per agent/month. It provides:
- Detailed access logs (to see who viewed what, for audit purposes).
- Advanced encryption and data masking in tickets.
- More control over data retention and redaction of sensitive information.
This is particularly relevant for industries like finance, government, healthcare, or anyone with strict data protection needs.
Others (Sunshine Conversations, Sell, etc.)
Zendesk has other products and potential add-ons (for example, Sunshine Conversations is a separate messaging platform/API for conversational experiences, which Suite Enterprise includes access to; Zendesk Sell is their sales CRM with its pricing).
However, for customer support, the ones above are the primary add-ons. If you’re purely looking at support software, you won’t need to worry about Sell or Sunshine as a separate cost unless you have those specific use cases.
When considering Zendesk, factor in these add-ons if you think you’ll need them either now or in the future. They can significantly increase the total cost.
Is Zendesk expensive?
Zendesk can be considered expensive, especially for small businesses, but it really depends on your needs and the value you get.
Zendesk justifies the cost with a robust, reliable platform and a ton of features in one. Many users acknowledge that it’s a powerful tool – you get a tried-and-true ticketing system, strong automations, and wide integration options.
If those features help your agents handle more volume or provide better service, the cost can be worth it.
How does Zendesk compare to Freshdesk?
Zendesk and Freshdesk are often compared as they’re both popular customer support platforms. Here’s a quick comparison between Zendesk vs Freshdesk, pricing perspective:
Freshdesk tends to be more budget-friendly. Notably, Freshdesk offers a free plan (for small teams with basic email/ticketing and knowledge base). Its paid plans also generally cost less per agent than comparable Zendesk plans.
Zendesk is like the feature-rich, enterprise-ready veteran; Freshdesk is like the value-friendly, modern contender. Both can serve a wide range of businesses.
What if I just need one feature, do I have to buy the whole Suite?
This is a good question, as Zendesk Suite bundles a lot.
Zendesk previously sold individual components like Support, Chat, Talk, and Guide separately, but now focuses on the Suite for simplicity and added value for customers.
If you only need a knowledge base and tickets, the Support-only plans may be sufficient and more affordable.
For instance, Support Professional ($55) offers email ticketing and extras like business hours and CSAT, with live chat and phone available a la carte. Support-only plans start at $19.
So one strategy: if you don’t need the full Suite, check out Zendesk Support plans (Team, Professional, Enterprise) on Zendesk’s site. You can “build your own plan” by adding channels like Support Team ($19) and extra features for additional fees, which can be cost-effective.
Conclusion: Try Zendesk’s free trial
Navigating Zendesk’s pricing can be a bit overwhelming. But Zendesk provides a scalable range of customer service plans, from the basic Support Team plan to the Suite Enterprise. Choose based on your team’s needs and budget, and remember, you can start small and upgrade later.
If you’re on the fence, my advice is to take advantage of Zendesk’s free 14-day trial. There’s no substitute for hands-on experience.
Zendesk has been a leader in the customer support space for years, and for good reason – it’s a robust, reliable platform that can truly elevate your support operations.
Ready to explore Zendesk for yourself? Go ahead and sign up for the free trial on Zendesk’s website. It’s risk-free, and it might just be the solution that helps you deliver the exceptional support your customers deserve. Happy supporting!