About Support add-ons (Professional and Enterprise)

If you're on Support Professional or Enterprise, you can customize your plan to fit your specific support needs with additional features available as add-ons.

For pricing and purchasing information about any of these add-ons, please contact our Sales team.

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 fields app: Show or hide fields in the request form when the user selects a certain value in another field. Pathfinder app: Review a ticket requester's Help Center activity, including searches and viewed articles, from right before and after they submitted the ticket.
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.
High Volume API	Professional Enterprise	Increase your overall API rate limit to 2500 requests per minute.
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
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	The Advanced Security add-on enables you to enhance your data's security with these features: Enhanced disaster recovery Ability to configure for HIPAA compliance: 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).
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.