What is Zendesk?
Zendesk is a customer service platform that handles support tickets plus messaging, voice and email channels. It includes AI agents that resolve some customer requests, and a Copilot add-on for human agents.
Who it's for
Customer support and service teams. Support Team suits ticketing-only needs, the Suite plans add messaging and other channels, and Enterprise adds custom roles.
Pros & cons
Strengths
- 14-day free trial
- AI agents are included in Suite and Support plans and are billed per automated resolution
- AI agents list support for 80 languages across messaging, email and voice
- Zendesk's marketplace lists more than 1,800 apps and integrations
- Each plan includes some automated resolutions: 5 per agent per month on Support Team and Suite Team, 10 on Suite Professional
Limitations
- No free plan is listed, only the 14-day trial
- Support Team has no messaging or live chat, no telephony and no skills-based routing
- AI agent use beyond the included allowance costs $1.50 per automated resolution on committed volume, or $2.00 pay-as-you-go
- Copilot is a separate add-on at $50 per agent per month, available on Professional and higher plans
- Suite Enterprise pricing is not published
Plans and pricing
- Support Team: $19 per agent/month billed annually, or $25 billed monthly. Ticketing only.
- Suite Team: $55 per agent/month billed annually, or $69 billed monthly. Adds multichannel support.
- Suite Professional: $115 per agent/month billed annually, or $149 billed monthly. 10 automated resolutions per agent each month.
- Suite Enterprise: Contact sales. Custom agent roles and more.
- Copilot add-on: $50 per agent/month billed annually. Professional and higher.
Details checked October 2026 against the vendor's own pages. Prices and limits change, so confirm before you buy. Official pricing page ↗
Sources
This profile was compiled from these public pages. We have not run hands-on tests.
Zendesk — at a glance
Zendesk is a customer service platform that handles support tickets plus messaging, voice and email channels. It includes AI agents that resolve some customer requests, and a Copilot add-on for human agents.
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