A small but vocal number of reviewers complain about Zendesk pricing and have given it a bad rep. But with four different plans and plenty of add-ons available, it’s easy to get what you need from Zendesk for a price you can afford. You just need to figure out which perks you really need and which ones aren’t essential for your business.
To help you do that, we’re going to provide a brief overview of the different Zendesk pricing plans and explain the sort of business situation each is appropriate for. You can read more about them on the Zendesk website.
Note: All prices listed include the discount for billing annually rather than monthly (i.e. making one big payment per year rather than a small one each month). Last updated October 27, 2016.
$5/month per support agent.
This plan allows you to use Zendesk to provide unlimited email support, integrate Twitter and Facebook to turn tweets, posts, and private messages into support tickets, build your own in-site Help Center and create and organize canned responses.
If you wind up in need of support yourself, you will have access to the Zendesk community support forums and knowledgebase. However, you will not be able to get any help directly from Zendesk staff.
There are also a few limitations. For example, ticket attachments can be no larger than 1MB and you can't customize your Help Center very much.
The incredibly low price makes it a great choice for startups and one-person businesses that can’t afford a big support budget. If your support requests are just now starting to get overwhelming, then trying the Essential plan is probably a good choice.
This plan isn’t great for companies that want advanced customer support automation. It’s also a bad choice if you need the comfort of being able to contact a real human for help. In those cases, you should consider switching to . . .
$19/month per support agent.
The Regular plan is also great for developers, allowing for greater code customization in your Help Center. It also gives you access to Google Analytics for traffic analysis and Support Performance dashboards that show how well your agents are doing.
You can also reach support by email eight hours a day, five days a week. That alone is worth the price.
This is a great option for small- to medium-sized businesses. You have room for your developers to spread their wings, better analysis tools, and access to support if something goes wrong. And all of that comes at a very reasonable price.
However, if you need the ability to contact Zendesk support at any time of day or night, you may find this plan lacking. It also offers very few multi-language features. If you offer multilingual support, you’ll be better served by upgrading to . . .
$49/month per support agent.
The Professional plan offers some major upgrades. One of the most conspicuous is the amount of support Zendesk provides: 24-hour email and phone support during the business week. If something goes wrong with Zendesk, you can count on getting help before your support team gets derailed.
It also helps your company provide multilingual support. For example, you can run your Help Center in multiple languages, and automatically assign tickets to agents by language.
One major added feature is the ability to track the time your agents spend working on each ticket. Zendesk also provides more advanced analytics and reporting options, giving you better insight into customer satisfaction, your agents' performance, and Help Center use. You can also specify your business hours.
Finally, there are some big improvements for bigger businesses. With the option to create up to five differently branded Help Centers and multiple customized contact forms, it's easy to keep your diffent ventures organized.
Professional will serve you well if your company gets large quantities of support requests, particularly if you have customers across the globe. Used correctly, it can easily speed up support enough to be worth the extra $30 per month.
In general, companies that don’t plan to invest much time into customizing Zendesk will be better off with the Team plan. On the other hand, those that manage multiple brands and run a major support operation may prefer to go a step higher, to . . .
$99/month per support agent.
This plan features an extremely high level of support: your company can reach Zendesk for assistance via phone, email, or live chat 24/7. You also get access to their Launch Guidance Program, in which Zendesk staff assist you with effectively implementing the software.
You also unlock a number of customizations designed for massive companies and complex services. You can manage unlimited brands and multiple business hours, and control exactly what each of your support agents is allowed to do.
The Enterprise plan gives you unrivaled freedom, flexibility, and control. For big businesses that receive floods of support requests, it’s one of the best options available.
While the Enterprise plan is certainly an example of high Zendesk pricing, it should easily prove cost-effective for those who employ full-time support agents.
If all of its features aren't enough for you, you can always try . . .
Varies by feature.
You can tack these on until Zendesk is practically your business partner. You can have them work closely with your business to ensure optimal adoption with Success Services, get the assurance of a 99.9% uptime SLA, secure a one-hour response time guarantee on all support requests in English, or add affordable light agents. Pick and choose the options that best match your requirements.
These are only available to Professional and Enterprise users, so you only need to consider them if you're using one of those plans. If you are, though, it's well worth perusing the add-ons page to find out which ones will best benefit your business.
If you find you love all the add-ons, you might save money by choosing the highest-level plan . . .
$199/month per support agent.
At this point, Zendesk is practically your business partner. This includes the assurance of the 99.9% uptime SLA plus the one-hour response time guarantee. Additionally, you choose whether your data will be stored in the U.S. or Europe, and get improved security plus HIPAA compliance assistance.
Another feature is unlimited free light agents. These agents can view and comment on tickets but can’t respond to customers. It’s a useful feature when you have developers, managers, and other staff who often need to review tickets but aren’t trained in customer service.
If you have a company big enough for the Enterprise plan and Zendesk has become a critical part of your business, then this upgrade may be a wise investment. The elite support will ensure that you maintain continuous access and never lose the ability to reply to your customers.
Zendesk pricing plans are varied and customizable enough that virtually any company can find one that fits their needs and budget. Choose the most inexpensive one that works for you, and you will undoubtedly find that it saves more money than it costs.
Looking to use Zendesk with your eBay or Amazon selling operation? Find out how we can help.