Help Desk Software · Knowledge Base Software
Zendesk review
Enterprise-grade help desk with per-agent plans, a bundled Guide knowledge base and per-resolution AI pricing.
Zendesk at a glance
- Starting price
- $19 per agent/month billed annually (Support Team)
- Pricing model
- per agent
- Public pricing
- Yes
- Free plan
- No
- Free trial
- Yes
- Contract
- month-to-month, annual or multi-year
- G2 rating
- 4.3 (7,001 reviews)
- Security
- SOC 2 Type II, ISO 27001:2022, ISO 27018, ISO 27701, ISO 27017, FedRAMP Low Impact SaaS, CSA STAR AI Level 1 and 2, Cyber Essentials Plus, HIPAA via BAA and add-on
Buying Zendesk: security, admin and contract
- SAML SSO
- Ambiguous on pricing table; enterprise details not published.
- Audit logs
- Not shown on Support Team, Suite Team or Suite Professional.
- Data residency
- US, AU, JP and EEA via Data Center Location add-on.
- Contract
- Month-to-month, annual and multi-year available.
- Support
- Business-hours digital support included; Premier 24/7 is an add-on.
- Public DPA
- Yes (signable on zendesk.com, includes EU SCCs)
Questions to ask Zendesk before you sign
- Is SCIM provisioning included, or a paid add-on?
- What will the price be at renewal, and is the increase capped?
Questions are listed where Zendesk's public pages leave the answer open.
Who Zendesk is for
Choose Zendesk if
- Support teams that want a broad omnichannel suite with a regional data hosting option.
- Teams comfortable paying per AI resolution.
Look elsewhere if
- Teams wanting flat all-in pricing: Copilot, WEM, QA and 24/7 support are paid add-ons.
- Very small teams that need a free plan (none listed)
Zendesk pricing
| Plan | Price | Unit | Notes |
|---|---|---|---|
| Support Team | $19 annual / $25 monthly | per agent/month | 5 automated resolutions per agent/month |
| Suite Team | $55 annual / $69 monthly | per agent/month | 5 automated resolutions per agent/month |
| Suite Professional | $115 annual / $149 monthly | per agent/month | 10 automated resolutions per agent/month; 14-day trial uses this plan |
| Suite Enterprise + Copilot | Contact sales |
Annual billing is 20% off. Extra AI resolutions $1.50 committed, $2.00 pay-as-you-go.
Zendesk features by buying criteria
| Criterion | What we found |
|---|---|
| Channel coverage | Suite plans bundle email, messaging and voice channels; Contact Center add-on $83/agent/month. |
| Knowledge base and self-service | Guide knowledge base included in Suite plans. |
| AI agents and assistance | AI agents billed per automated resolution; Copilot $50/agent/month on Professional and up. |
| Pricing model | Per agent plus per-resolution AI fees and add-ons. |
| Target company size | Tiers from Support Team to Enterprise. |
What most Zendesk reviews leave out
- Automated AI resolutions are billed at $1.50 (committed) or $2.00 (pay-as-you-go) beyond 5 to 10 included per agent per month.
- Copilot costs $50 per agent/month on top of Professional.
- Data center location choice is a paid add-on (US, AU, JP, EEA)
- Premier 24/7 support and professional services are add-ons on every listed plan.
- Monthly billing costs 25% to 30% more than annual on each plan.
Zendesk alternatives
FreshdeskSMB support teams wanting low entry price and SAML SSO on every plan.$19 per agent/month billed annually (Growth)
Help ScoutSmall support teams under 25 users that want a simple inbox plus Docs.Free up to 5 users; Standard $25 per user/month
FreshserviceIT teams that need a help desk and CMDB first and license tracking second.$19 per agent per month, billed annually
Zoho DeskSmall teams that want a free 3-agent start.Free edition (3 users); paid from INR 420 per user/month billed annually (price shown in INR on the vendor site; no USD price confirmed)
BloomfireMid-size and enterprise teams that want a company-wide Q&A and knowledge library with search as the main feature.Contact sales
ConfluenceTeams already on Jira or Jira Service Management.Free up to 10 users; Standard about $5.42 per user per month billed annually
Zendesk compared
Sources
Every fact on this page comes from Zendesk's own pricing, product or documentation pages, G2 and company records, checked on October 24, 2026. Unknown values are left out instead of estimated.