Zendesk Pricing | Plans starting from just US$49/month | Zendesk Singapore

Zendesk Suite

Annual Subscription Term (per agent per month)

$49

$79

$99

$150

Monthly Subscription Term (per agent per month)

$59

$99

$125

$199

Email

Email with unlimited addressesOut-of-the-box email integration (no need to set up your mail server) with unlimited email addresses. Customisable HTML and text templates.

Contact formAdd a contact form to your website that allows customers to get in touch at any time.

Ticket file attachment sizeAttach files up to 50MB.

50MB

Incoming email authentication: SPF, DKIM, DMARCAuthenticate incoming emailto reduce spoofed email and spam with SPF, DKIM or DMARC authentication methods.

Automatic email archivingSend all Zendesk email notifications privately to an address of your choice to keep a completearchiveof communication.

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Live chat and messaging

Web widgetEmbed support on your website. Allow customers to get the help they need by taking actions like submitting a ticket or starting a conversation with an agent.

Mobile SDKs: iOS SDK, Android SDK and Unity SDKBring support natively into your iOS and Android apps. Visitdeveloper.zendesk.comfor more details.

Widget customisationCustomise the widget to match the look and feel of your brand.

Customisable offline formVisitors can send you a message when you are not logged in (or appearing invisible).

Unlimited concurrent chatsAgents can have unlimited simultaneous chats at a time.

ShortcutsConvert keywords into complete sentences using preset commands.

自动translationConversations are automatically translated within the dashboard (powered by Google Translate).

File sendingTransfer files between you and your visitors.

Conversation ratingAllow visitors to rate their experience.

Transfers between agents and departmentsThe agent serving a session can transfer it to another agent or department.

Conversation tagsOrganise your conversations and give them context with customisable labels.

DepartmentsGroup your agents into different departments.

2 departments

Unlimited

Rich message typesSend rich message types (image, file, emoji, GIF, form, carousel).

Messaging only

Conversation historyAllow vistors to view previous conversation history without having to authenticate themselves.

Messaging only

Re-engagementUse email to re-engage with visitors who have started chatting with you.

Messaging only

Whisper modeAllow multiple agents to collaborate silently on internal notes, to help the assigned agent during live conversation.

Messaging only

Warm transferAdd more context with internal notes before transferring the conversation to another agent.

Messaging only

Typing indicatorsAllow customers and agents to see when the other party is responding.

Messaging only

Send proactive messagesSend customers proactive messages using metadata such as region, IP address, pages and more.

Live chat only

Pre-chat formAsk visitors for their personal information before starting a chat.

Live chat only

Hide widget when offlineHide the chat widget from your website when you are not logged into the dashboard (or appearing invisible).

Live chat only

Blocked countries and allowed domainsHide the widget in specific countries. Limit which websites can show your widget and ensure that no one can take your widget code for use on other domains.

Live chat only

人事处erating hoursManage your agents' online/offline status according to your operating hours.

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Trigger-based routingAutomatically route incoming chats or messages to assigned agents using support triggers.

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Skills-based routingAutomatically route incoming chats to assigned agents with assigned skills.

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Live chat only

Web部件unbranding删除“Zendesk”品亚博牌从您的小部件。

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Live chat only

Social

Social channelsEngage customers over popular social channels like Facebook, Instagram and Twitter as well as messaging apps like WhatsApp, WeChat, LINE and more. With Zendesk Suite, you can add up to five Twitter handles.Additional fees apply.

Voice

VoicemailVoicemails automatically create tickets for easy tracking and follow-up. Turn on optional voicemail transcription to see at a glance why a customer has called.

Text messagesRespond to inbound text messages, automate alerts or send proactive text messages. Inbound texts automatically create tickets for easy issue resolution.Additional fees apply.

$

嵌入式语音Embed a call button to give your customers a seamless, immediate way to get in touch while browsing your mobile app.

Display a number on web widgetDisplay your phone number and wait time to customers browsing your website.

Partner Edition (Computer Telephony Integration) *Integrate your preferred call centre software with Zendesk. Access to out-of-the-box integrations with 90+ telephony providers and CTI toolkit.
* Specific features vary by partner.

Answer in browser and forward to phoneReceive or place calls in the Zendesk browser, without any additional phone hardware or equipment. Forward calls to an external number to give agents flexibility to take them from mobile phones or landlines.

Caller IDSurface customer details automatically for incoming calls and select a phone number to be displayed for outgoing calls. Customers on Zendesk Suite Professional plans and above can add an external number to appear for your outbound caller ID instead of a Zendesk number.

External number for outbound Caller Display

Call routingRoute calls directly to a specific group of agents or a set of groups in Zendesk, or route calls received after business hours or when agents are busy to an alternate phone number, ensuring that customers can always connect with a live agent.

Group routing

Group, overflow and after-hours routing

FailoverAutomatically forward incoming calls to an alternate number in the unlikely event of a Zendesk outage. On-demand failover is available on the Suite Enterprise plan and allows customers to trigger the failover for testing or other temporary uses.

On-demand

Customised greetingsOffer branded or localised experiences with multiple greetings for different brands, departments and phone numbers.

Queue size and wait timeSet a maximum queue size and wait time to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed your queue size or wait time are automatically directed to voicemail. Extended queue wait time increases max queue wait times up to 60 minutes to accommodate large call volumes.

Extended

Automatic ticket creationZendesk automatically turns calls, voicemails and texts into tickets for easy record keeping and issue resolution.

Call recordingRecord calls for easy reference, troubleshooting and QA.

Mute, hold and warm transferMute, unmute and hold as needed from the call console. Brief new agents on an issue before handing off a call so they can easily pick up the conversation where it left off.

Business hoursDefine business hours to let customers know your phone support availability.

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Conference callingAllow agents to consult with a third party and choose to either transfer or add them to the ongoing call.

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Call blockingCompile a blocklist of phone numbers so bots, spammers or other unwanted callers are automatically disconnected when they call.

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Interactive voice response (IVR, phone trees)Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.

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Priority numbersAssign specific priority phone numbers. Any incoming calls to priority numbers are moved to the front of the queue.

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Request a callbackAllow customers to request a callback from the queue or the web widget instead of waiting for a live agent.

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Call wrap up time limitsLimit the amount of time agents have to wrap up calls before accepting new ones.

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Call recording controlsAllow agents to pause and resume the recording of an active call to protect customer privacy. You can also give callers the choice to opt-in or opt-out of call recordings.

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Call monitoring and bargingGive managers the ability to listen or jump in during ongoing calls between customers and agents for quality and training purposes.

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Call quality notificationsMonitor network and audio issues in real-time to ensure high quality conversations.

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Call offering time limitChoose the amount of time each agent gets to answer a call before it is placed back in the queue.

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Call usage 99.95% uptime SLAReceive usage credit to your account in the event of outages from our service provider.

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Local and toll-free numbersChoose a toll-free or local number from 75+ countries, or port an existing number.

$

Inbound and outbound minutesPer-minute price for inbound and outbound calls asoutlined here.

$

Help centre

Contextual self-serviceEmbed your help centre and suggest relevant articles with the web widget and mobile SDK.

Multilingual contentLocalise your help centre in 40+ languages to serve customers in their native language.

1 default language

40+ languages

Article view permissionsLimit content within your help centre to specific audiences, such as agents only, customised segments or open to the public.

Basic
Registered users
Public

Advanced
Internal only (custom)
Registered users (custom)
Public (custom)

Structured contentOrganise your articles in multiple levels, including unlimited categories and sections, so it is easy for your customers to find what they need.

Up to 2 levels deep

Up to 6 levels deep

Theme customisationUse themes to control the look and feel of your help centres across multiple brands or products.Learn more about standard and custom themes.

Basic
Standard themes

Intermediate
Standard +
Custom +
MarketplaceThemes

Advanced
Standard +
Custom +
Marketplace+
Multiple templates

Multiple help centresSupport multiple brands, products, service tiers or regions. Data and activity are centralised within a single account, making it easy to manage.

1

Up to 5

Up to 300

SearchEmpower customers with the information they need by extending help centre search across the resources they need.

Help centre

Help centre + community forums

Federated search for multiple help centres and community forums

Customer portalCreate a dedicated space for your customers to manage their support requests and community contributions with a personalised portal.

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Bots

Answer Bot AI-powered bot solution: Flow Builder, Article RecommendationsAnswer Bot provides immediate answers to incoming questions using machine learning to reply instantly with available, relevant information so customers can get answers without waiting. Answers can be delivered via email, ticket form, live chat, messaging, Slack, API and/or SDK.

Up to 50

Up to 100

Up to 500

Up to 1,000

Community forums

User profiles and aliasesLet community members view their community activity and stats in one place. Enable members to engage via a user alias.

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Integrated searchEasily search and filter across help centre and community content.

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Similar postsSurface similar posts to avoid duplicate threads and answer questions with existing content.

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Escalate posts to ticketsEmpower community managers to escalate posts to support agents when one-on-one help is needed.

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Community moderators and moderator groupsEmpower members to become moderators by assigning varying levels of permissions, such as the ability to flag, hide, edit and move posts. You can vary moderation permissions by creating different moderator groups.

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Content moderation queueUse keyword filters to immediately flag posts for review and approval prior to publishing.

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AI-powered spam protectionAutomatically flag suspicious content for review and approval before publishing.

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User badgesReward community members for achieving milestones or
sharing valuable knowledge. Designate roles to encourage more credible and transparent community engagement.

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Agent workspace with customer context

Unified agent workspaceA unified, conversation-focused agent workspace helps your team manage conversations and their status across all web, mobile and social channels in one single view.

Translated interfaceAgents can work in their preferred language, with a localised admin interface, across 28 languages including: German, French, Japanese, Portuguese, English (UK), English (US), Spanish, Italian, Dutch, Norwegian, Polish, Swedish, Turkish, Danish, Russian, Ukrainian, Simplified Chinese, Traditional Chinese and Korean.

Essentials cardThe essentials card displays relevant details on the customer your agent is serving, such as contact information, language and freeform notes.

Interaction historyInteraction history surfaces a list of recent tickets submitted by the requester (or other related events). You can use this to better understand what the requester needed help with recently.

Group contacts by organisationAdd a user to one or many organisations to apply rules based on the group they belong to. Adding to multiple organisations is helpful for contractors, supervisors or employees who may belong to multiple business units, departments or locations.

Single

Multiple

Customised user and organisation fieldsCapture customer information in user and organisation fields. Set customer-centric workflows around these fields.

Customised and group viewsViews are a collection of tickets based on ticket status, assignee, group or any other ticket conditions. Zendesk comes with pre-configured views that we recommend as best practice. You can add more, modify or turn them off.

Dynamic contentUse dynamic content to create your own translations with a default version of the text (set in the same language as your default) and variants for every other language that you support. Based on the end user’s language, the appropriate variant is automatically displayed to the end-user.

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Customer satisfaction ratings (CSAT) & follow-up surveyLet customers provide feedback about their support experience by rating their solved tickets. When you enable CSAT (customer satisfaction ratings), end users receive an email that asks them to briefly evaluate their experience once the ticket has been resolved.

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Custom agent statusesIf your workflow requires more statuses than the default four (online, away, transfer only and offline), you can create a limited amount of custom statuses available to all agents on your account.

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Up to 5

Up to 100

Contextual workspacesContextual workspaces enable admins to present ticket tools and features based on specific workflows. Display the relevant ticket form and macros that pertain to that ticket, and pre-select apps to have expanded and collapsed. Create up to 20 active workspaces and include up to 10 conditions.

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Collaboration tools

Light access licencesGive limited permissions to certain individuals so they can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to the ticket.

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Up to 50

Up to 100

Up to 1,000

Private conversation threadsEnable agents to seamlessly bring in other people from internal and external teams to collaborate on tickets without interrupting the main conversation flow within the ticket.

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Marketplace

Prebuilt apps and integrationsTap into 1,000+ prebuilt apps and integrations available from the Zendesk Marketplace to unite your favourite tools and important business data without writing a single line of code.

Workflows

TriggersTriggers are business rules you define to run immediately after tickets are created or updated.

Ticket sharing between multiple Zendesk accountsCreate workflows that share tickets between multiple Zendesk accounts.

Automated

Conversation routing让对话正确的代理基于寡糖r availability, capacity and skill, as well as conversation priority, to ensure that no conversation gets dropped and your teams deliver better, faster and more conversational service every time.

Based on agent status and capacity

Based on agent status, capacity,skill and ticket priority

Multiple ticket formsCreate multiple support request forms that show a unique set of ticket fields, ensuring that you gather the right info from the customer for every support request.

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Conditional ticket fieldsShow only the fields you wish agents and end users to see in ticket forms for a better user experience.

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Service Level Agreement (SLA) managementAccurately measure and avoid breaches by setting Service Level Agreements based on conditions. Add to any view for easy monitoring.

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Guided modeLine up tickets for agents to work through and guide them from one ticket to the next. This prevents cherry-picking and helps speed up response times and handle times.

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Automations and intelligence

Predefined responses (macros)Macros allow agents to quickly respond to common requests with a standard reply.

Customised business rules (triggers & automations)Initiate, add or modify workflows that are triggered by ticket changes or time-based conditions. Zendesk Suite comes with preconfigured business rules that we recommend as best practice. You can add more, modify or turn them off.

Article recommendationsEnable agents to solve tickets faster with AI-powered contextual article recommendations that can be linked within tickets with just one click.

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Business rules analysisIn-depth analysis of how a given ticket property is used across your triggers, automations, macros and ticket views.

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Identify knowledge gaps with AI-powered suggestionsUses machine learning technology to help you discover opportunities and tasks that will improve your knowledge base health.

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AI-powered triage and conversation insights -RETAIL ONLY自动分类客户服务conversations based on customer intent and language. Enable workflows that automatically triage and route incoming requests and surface AI-powered insights and relevant macros to solve requests faster. (Currently available for retail customers and will expand to other industries)

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Knowledge management

Rich text WYSIWYG editorCreate articles with our WYSIWYG editor and include media such as images and video.

SEO readyKnowledge is optimised so search engines can understand your content and customers can find answers no matter where they look for them. You can also create a site map to provide information about how your site content is organised, which helps Google and other search engines to more intelligently crawl your site.

Bulk actionsUpdate various article properties, such as labels and permissions, for multiple articles all at once.

Basic

Intermediate

Advanced

Flag and create knowledgeAgents can create and share new articles using predefined templates.

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Content and revision historySee a list of edits and changes, and restore deleted articles, so you can always be up to date with the latest versions.

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Article lists and labelsManage knowledge with customised article lists, search, filters and article labels.

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Approval and publishing workflowsDesignate content editing and publishing permissions across your team, and solicit team input by assigning article updates.

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Scheduled publishing and verificationKeep your content up to date through its lifecycle with scheduled publishing, unpublishing and verification intervals.

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Content blocks创建、管理和更新的内容是可重用的and can live across multiple articles or help centres.

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Workforce and change management

Unified staff managementA single source of truth and set of tools for managing staff member settings and information.

Business hoursDefine business hours in Zendesk to let customers know your support availability.

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Single

Multiple

Customised roles and permissionsDefine and assign agent roles to suit your organisational structure and workflow.

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Audit logsView a detailed list of critical changes that have been made.

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Standard sandboxReplicate basic settings and templates/branding in a trial environment.

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Premium SandboxReplicate your ticketing system configurations, customisations and metadata into a non-production environment for testing, development and/or training purposes. Learn more aboutPremium Sandboxes.

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Partial

Additional Premium Sandboxes人事处tion to buy additional Premium Sandboxes for testing, development and/or training purposes.

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$

Reporting and analytics

Prebuilt analytics dashboardsAnalyse your performance using prebuilt dashboards that are pre-populated with best practice customer service metrics.

Data exportsExport insights in CSV, Excel, image or PDF format.

Zendesk BenchmarkCompare yourself against your peers on key benchmark metrics like customer satisfaction, first response time and ticket volume.

Voice usage reportingSee a breakdown of your usage charges including calls, voicemail transcriptions, recordings, text messages and phone numbers.

Google Analytics for help centreIn addition to Zendesk reporting, you also have the option of using Google Analytics to track your help centre traffic.

Data explorationCreate customised metrics, charts, filters and dashboards using a point-and-click experience.

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Scheduled report deliverySchedule and automate the delivery of reports.

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Zendesk users only

Zendesk users and end users

Dashboard sharingShare relevant dashboards and reports to keep teammates and stakeholders in the loop about key insights and trends.

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Zendesk users only

Zendesk users and end users

Live agent activity dashboard人事处timise your team’s performance in real-time by viewing live agent activity, such as agent statuses across all channels, how many conversations each agent is working on and more.

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Default view

Customisable views and live agent status drill-in

Prebuilt live dashboardMonitor and act on trends in the moment with prebuilt live charts and dashboards across your Zendesk channels.

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Customisable live dashboardCreate customised live dashboards with live metrics and filters.

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Visual data alertsSet threshold alerts to visually understand when teams are under a heavy load.

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Refresh rateThe frequency of data refresh available in your Zendesk plan. Note: for plans with one-hour refresh rates, completion of refresh may take up to two hours for extremely high data volumes.

24 hours

One hour
*Real-time for live dashboards

Data

Data storageStorage consumed by preconfigured objects in Zendesk.

50MB/agent

100MB/agent

200MB/agent

File storageStorage of files attached to Zendesk objects, like email attachments in a ticket.

2GB/agent

5GB/agent

10GB/agent

定制对象Store and connect new data sources, like products and order history, for greater context about your customer.Learn more.

Up to 100K records

Up to 250K records

Up to 1M records

Zendesk eventsSurface events from Zendesk (such as ticket events or help centre articles viewed) within the Interactions History in the agent workspace or your customised app.

In beta

External eventsCapture every customer interaction, such as shopping cart, web or mobile activity from third-party applications to get a dynamic view of the customer journey.

Up to 150K/month

Up to 350K/month

Up to 750K/month

Event retention periodPeriod of time that Zendesk will store your external events.

90 days

1 year

External profilesBuild customer profiles with attributes from third-party applications to get a more complete picture of your customers.

Devices data logEmbeddables (SDK & Web Widget) automatically generate information about the device or version of the app being used when a user asks for help.

AWS Events ConnectorWith theEvents Connector, stream Zendesk events in real time into key AWS services, and unlock the potential of your customer data.

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Additional data storageIf you reach your data storage limit or expect that you will, you may want to purchase more storage to increase your limit. For more information, seedata storage limits.

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$

Customised apps and integrations

Private customised apps and integrationsBuild your own apps for exclusive use within your account, using our App or Channel Framework.

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Developer Tools

API accessThe API is a powerful resource that many Zendesk customers use to bulk-import resources, create apps, pull data from external sources and more.

Sunshine Conversations third-party chatbotsIntegrate chatbots built by you or with a third party into Zendesk.

$

Additional API volumeOrganisations requiring additional API volumes can increase overallAPI rate limitto 2,500 requests per minute.
This also includes theEvents Connectorfor Amazon EventBridge to stream Zendesk events to AWS for building event-driven applications and performing analysis. You can send up to 700 events per minute.

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$

Security and compliance

User authentication options: Native, SSO and 2FAProvide multiple options for agents and admins to easily and securely sign in, including:
• Native Zendesk authentication
• Single sign-on (SSO) with social media credentials (Facebook, Twitter, Google)
• Single sign-on (SSO) with business/active directory credentials using JSON Web Token (JWT) or Security Assertion Markup Language (SAML)
• Two-factor authentication, which requires a mobile passcode in addition to a password, for extra security.

Secure access options: IP restrictions, password complexity, session lengthCustomise how agents and admins access Zendesk applications.
IP restrictions: only allow access from specific IP address ranges you define.
Password complexity: customise how complex passwords need to be.
Session length: customise how long an agent can be idle before requiring them to log in again.

Agent device managementTrack the devices usedto access your Zendesk account. Admins will receive an email notification when a new device is added.

Data encryption at rest and in motionAutomatically keep your Zendesk data secure.
Data encryption at rest: service data is encrypted at rest in AWS using AES-256 key encryption.
Data encryption in motion: communications between you and Zendesk servers are encrypted via industry standard HTTPS/TLS

Host mappingChange the URL of your help centre bymappinga subdomain of your own domain (such as support.mycompany.com) to your default Zendesk address with an SNI-based SSL certificate.

Disaster recoveryOur灾难恢复计划ensures that our services remain available or are easily recoverable in the case of a disaster.

Credit card redactionRedact credit card numbersin a custom field to prevent the credit card number from being stored in Zendesk so that you can protect confidential information.

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Data centre locationSpecify where your account data is stored, whether in the US, APAC or European Economic Area. Some restrictions apply.

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HIPAA complianceZendesk has successfully completed aHIPAA/HITECHassessment and can make its Business Associate Agreement (BAA) available for execution by subscribers.

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HIPAA Compliance

Support and services from the Zendesk team

Digital supportAccess to customer support during your business hours for your highest severity/business-impacting issues.

Access toZendesk Help CentreandCommunityRobust library of self-serve resources to help you successfully set up and efficiently use Zendesk. You can also get answers to common questions and learn best practice from the Zendesk community and our own experts.

Digital onboarding and adoption resourcesPrescriptive guidance for feature activation, and better usage of core Zendesk capabilities delivered digitally or through engagements and programs.

Getting started on-demand trainingFoundational, role-based video courses to help you onboard agents, admins and developers quicker.

Guided learning pathsFrom in-product help and interactive troubleshooting to expert-curated downloadable tools, these resources help you accelerate feature adoption.

Premier plans - 24/7 Proactive support and engagement*Our Premier plans provide subscribers white-glove support, including increased coverage, expedited response times and proactive engagement.,

$

Professional ServicesHands-on configuration, solution design and advisory consultation services for deploying solutions, data migration, customised apps and extending your platform’s capabilities.

$

Custom training and certificationsEmpowering Zendesk Admins, Agents and Developers to take their customer experience practice and careers to the next level.

$

Hands-on help with Zendesk Assist*Subscription-managed services offering for customers who need long-term ongoing expertise and resources.

$

Everything you need for best-in-class service

Foundational support onlyUS$19

Zendesk for Sales

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Frequently asked questions, answered.

PURCHASE

How can I buy your software?

How long are your contracts? Can I upgrade or downgrade my subscription?

What if I do not need all the capabilities in Zendesk Suite?

TRIAL

How does the free trial work?

What happens after the trial ends?

GENERAL

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How do you protect your customer data?

More questions?

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