Zendesk review: Customer service platform with ticketing, chat, voice and AI agents, priced per agent
Customer service platform with ticketing, chat, voice and AI agents, priced per agent
Starts at $25/mo, free plan: no, free trial: 14-day free trial, no credit card required, prices checked on November 2, 2026.
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What Zendesk does
Brings tickets, chat, phone and help center into one workspace, with AI agents that resolve requests automatically.
Zendesk is a customer service platform that gathers email, messaging, live chat, phone, social and help center requests in one workspace. Its AI agents are built to resolve requests on their own, and agents get routing, macros, triggers and reporting dashboards to manage the rest. Beyond customer support, the vendor also offers employee service for IT and HR requests, and a contact center add-on.
Pricing is seat-based. Support Team costs $19 per agent per month billed yearly, or $25 per agent per month billed monthly. Suite Team costs $55 per month billed yearly or $69 billed monthly. Suite Professional costs $115 per month billed yearly or $149 billed monthly. Suite Enterprise + Copilot has no public price and goes through sales. AI agents come with every Suite and Support plan, with a set number of automated resolutions included: 5 per agent per month on the first two plans and 10 on Suite Professional. Extra resolutions cost $1.50 when committed or $2.00 pay-as-you-go. Copilot is an add-on at $50 per agent per month billed yearly.
Zendesk lists no free plan, but a 14-day free trial needs no credit card. The trial covers Suite Professional features. Integrations come from the Zendesk Marketplace and from APIs, and a mobile app for agents exists for iOS and Android. Voice, text messaging and some other features carry extra fees or add-ons.
- Email ticketing and routing
- AI agents for resolutions
- Messaging and live chat
- Phone support with voicemail
- Knowledge base and help center
- Action builder workflows
- Prebuilt analytics dashboards
- Marketplace apps and APIs
Good for / Not for
Good for
- Support teams outgrowing a shared inbox
- Teams adding chat, phone and self-service to email support
- Companies wanting AI agents inside their helpdesk
- Teams handling IT or HR requests internally
Not for
- Buyers who need a free plan
- Teams wanting a published Enterprise price
How to start
Limits and gotchas
From the official site and docs of Zendesk, checked on November 2, 2026.
Pros and cons
Pros
- Handles email, chat, phone, social and help center requests in one workspace
- AI agents are included in every Suite and Support plan
- Entry plan starts at $19 per agent per month billed yearly
- 14-day trial needs no credit card
- Integrations via the Marketplace and APIs, plus iOS and Android agent app
Cons
- No free plan is listed; only a 14-day trial
- Per-agent pricing means cost rises with team size
- AI resolutions beyond the included allowance cost $1.50 or $2.00 each
- Copilot ($50 per agent per month billed yearly) and voice features cost extra
- Suite Enterprise + Copilot has no published price
Our take
Zendesk fits support teams that want one place for tickets, chat, phone and a help center, and that are willing to pay per agent. The tiers let a small team start on Support Team at $19 per agent per month billed yearly and move up to Suite plans as channels are added. It is less suited to anyone seeking a free plan, since only a 14-day trial is listed. Costs can also grow beyond seat prices: AI resolutions past the included allowance, Copilot and voice are billed separately, and Enterprise pricing is only available through sales. Compare total cost, not just the seat price, before committing.
Comparisons and lists with Zendesk
Coming soon
Coming soon — we are writing comparisons that include Zendesk.
Zendesk pricing
| Plan | Monthly billing | Annual billing (per month) | Limits / what’s included |
|---|---|---|---|
| Support Team per agent | $25 | $19 | Includes 5 automated resolutions per agent/month; 10 GB + 50 MB/agent data storage |
| Suite Team per agent | $69 | $55 | Includes 5 automated resolutions per agent/month; 2 live chat departments |
| Suite Professional per agent | $149 | $115 | Includes 10 automated resolutions per agent/month |
| Suite Enterprise + Copilot | — | — | No public price; sold via sales |
Free trial: 14-day free trial, no credit card required. Free plan: no.
Prices checked on on the official Zendesk pricing page. “—” = not published.
All Zendesk plans, limits and annual prices →
Frequently asked questions
How much does Zendesk cost?
Support Team is $19 per agent per month billed yearly or $25 billed monthly. Suite Team is $55 yearly-billed or $69 monthly. Suite Professional is $115 yearly-billed or $149 monthly. Enterprise needs a sales conversation.
Is there a free plan or trial?
No free plan is listed. A 14-day free trial is offered with no credit card required, covering Suite Professional features.
Are AI agents included?
Yes, in every Suite and Support plan. Each plan includes some automated resolutions per agent per month: 5 on Support Team and Suite Team, 10 on Suite Professional. Extra ones cost $1.50 committed or $2.00 pay-as-you-go.
Does Zendesk have a mobile app?
Yes, a Zendesk Support mobile app for agents is available for iOS and Android.
Can I connect other tools?
Yes, through prebuilt apps in the Zendesk Marketplace and custom integrations via APIs.
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