About Zendesk product add-ons

With Zendesk, you can customize your plan to fit your specific support needs with additional features available as add-ons. Some add-ons, like Productivity Pack and Collaboration, are specific to Zendesk Support. Other add-ons, like Advanced Security, are available for multiple Zendesk products.

For pricing and purchasing information about any of these add-ons, please contact our Sales team. In addition, self-service customers can purchase some product add-ons from Admin Center.

This topic includes the following sections:

• Zendesk Support add-ons
• Zendesk product add-ons

Zendesk Support add-ons

Add-on	Applicable plans	Description
Productivity Pack	Professional	Boost your team's productivity and efficiency with these features: Custom ticket forms: Customize the information you capture for different types of support requests. Conditional ticket fields: Show or hide fields in the request form when the user selects a certain value in another field.
Collaboration	Professional Enterprise	Collaborate with team members using these features: Light agents: Allow team members to access Zendesk Support and work on tickets without giving them full agent permissions by making them light agents. Side conversations: Send a note outside of the main conversation with people inside or outside your company, but keep all the communication within the ticket in Zendesk Support. Note: Prior to June 2018, this add-on was called the Light Agents add-on and included only the Light Agents feature. It now also includes the new Side Conversations feature.
Customer Lists & NPS Surveys	Professional Enterprise	Gain insight into your customer base with these features: Customer lists: Learn more about subsets of your customers by organizing them into segments based on plan type, support history, industry, or other criteria. Net Promoter Score℠ surveys: Monitor your relationships with customers by collecting and analyzing NPS surveys.
Unlimited Multibrand	Enterprise	Support up to 300 multiple brands, with up to 300 Help Centers, from your single Zendesk instance. Multibrand is available as a feature of Support Enterprise (up to five brands) and as an add-on (up to 300 brands). Multibrand Help Center limits vary according to your plans: Support Enterprise and Guide Lite or Professional: Five brands, one Help Center Support Enterprise and Guide Enterprise: Five brands, five Help Centers Support Enterprise with Multibrand add-on and any Guide plan: 300 brands, 300 Help Centers
Premium Sandbox	Enterprise	The sandbox included with Support provides a space where you can test changes, experiment, and train agents. The Premium Sandbox is a service that extends this functionality to include much more information in the sandbox including user, organization, and ticket data.
Social Messaging	Professional or Enterprise	With the Social Messaging add-on, you can add your company’s social messaging channels such as Facebook, Twitter, WhatsApp, LINE, and WeChat, to Zendesk Support. For more information, see Installing and setting up the Social Messaging add-on. The Support Suite includes the Social Messaging add-on at no additional cost. We plan to make the Social Messaging add-on available for purchase with Support Team plans within the next few months.
WhatsApp Phone Number	Professional or Enterprise with the Social Messaging add-on	If you plan to use WhatsApp with Support, you need to purchase both the Social Messaging add-on and the WhatsApp Phone Number add-on. For more information, see Installing and configuring the WhatsApp in Support integration (Social Messaging add-on).

Zendesk product add-ons

Add-on	Applicable plans	Description
High Volume API	Professional Enterprise	Increase your overall API rate limit to 2500 requests per minute.
Priority Support	Enterprise	Receive a continuous 30 minute Service Level Objective on critical requests from our global support team and 99.9% of uptime Service Level Agreement.
Advanced Security	Enterprise	Enhance your data's security with these features: Enhanced disaster recovery Ability to configure for HIPAA: Meet your HIPPA requirement using Zendesk with certain security configurations. You may also execute Zendesk's BAA.
Data Center Location	Enterprise	Specify the location where your account data is hosted (US-only or EU-only).
Sunshine	Support Suite, Enterprise	Sunshine is Zendesk's open CRM platform that lets you seamlessly connect all your customer data. Sunshine enables access to the Custom Objects, Events, and Profiles APIs to model, create, store, and retrieve objects, user events, and profiles that are not native to Zendesk. For more information, see What is the Sunshine platform? Sunshine Lite is included with the Support Suite Enterprise plan. Enterprise customers can create up to 100 thousand custom objects and 100 thousand relationships. Sunshine Lite also includes Zendesk events (with 90-day retention) and Zendesk profiles. Sunshine Professional is a Support Suite Enterprise add-on. It includes 500 thousand custom objects and 500 thousand relationships. It also includes Zendesk events, 25 thousand custom events per day (with one year retention), and five external profiles per person. Sunshine Enterprise is a Support Suite Enterprise add-on. It includes 25 million custom objects and 25 million relationships. It also includes Zendesk events, 100 thousand custom events per day (with three year retention), and 15 external profiles per person. If you need more, contact your Zendesk account representative. They can design a personalized, Sunshine Custom add-on for you.