This article lists the current and legacy Zendesk Chat plans and includes information on how to view the features available for plans.
This article includes the following sections:
Current Chat plans
The current Zendesk Chat plans are:
- Team, included with Suite Team and Suite Growth
- Professional, included with Suite Professional
- Enterprise, included with Suite Enterprise and Suite Enterprise Plus
For feature information, see the Zendesk Suite plan comparison page, then refer to the live chat and messaging sections.
Note that if you have a Chat account prior to purchasing The Suite, your Chat-only agents may need to be updated. See About Suite seats and Chat-only agents for more information.
Legacy Chat plans
In this section, you'll find details about the following legacy Talk plans:
Zendesk Chat Lite Legacy plan
The following table shows the Chat plans that were available prior to February 1, 2021. The Chat Lite plan is no longer offered as of February 1, 2021 and is considered a legacy plan.
| Plans August 2, 2017 - January 31, 2021 | Plans as of February 1, 2021 |
|---|---|
|
Lite |
Legacy plan, no longer offered |
|
Team |
Team |
|
Professional |
Professional |
|
Enterprise |
Enterprise |
The following table shows feature availability for all Chat plans as of January 31, 2021. Refer to the Lite column below for a list of features that were available on that legacy plan.
| Zendesk Chat Plan | Lite | Team | Professional | Enterprise |
|
Zendesk Chat pricing
|
||||
|
Annual subscription term (per agent per month)
|
$0 | $14 | $29 | $59 |
|
Monthly subscription term (per agent per month)
|
$0 | $19 | $35 | $70 |
|
Total Agents
|
1 | Unlimited | Unlimited | Unlimited |
| Support from the Zendesk team | ||||
|
Self-service Help Center & Community
|
Y | Y | Y | Y |
|
Email support
|
Y | Y | Y | |
|
Live chat support (English only)
|
24x5 | 24x5 | 24x7 | |
| Chat experience | ||||
|
Concurrent chats
|
1 | Unlimited | Unlimited | Unlimited |
|
Chat rating
|
Y | Y | Y | Y |
|
Shortcuts (convert a few characters into complete sentences using preset commands)
|
Y | Y | Y | Y |
|
Automatic chat translation
|
Y | Y | Y | Y |
|
Android and iOS Apps
|
Y | Y | Y | Y |
|
Pre-Chat form
Ask visitors for their personal information before starting a chat
|
Y | Y | Y | Y |
|
Offline chat
|
Always on | Customizable | Customizable | Customizable |
|
File transfers
|
Y | Y | Y | |
| Management | ||||
|
Chat history
|
14 days | Unlimited | Unlimited | Unlimited |
|
Visitor information list
|
Y | Y | Y | Y |
|
Chat tags
|
Y | Y | Y | Y |
|
Transfer chats between agents and departments
|
Y | Y | Y | |
|
Triggers support
|
2 triggers | Unlimited | Unlimited | |
|
Group agents into departments
|
2 departments | Unlimited | Unlimited | |
|
Operating Hours
|
Y | Y | ||
|
Chat routing
|
Y | Y | ||
|
Skills-based routing
|
Y | |||
|
Roles and permissions
|
Y | |||
|
High-load Dashboard
|
Y | Y | Y | |
| Customization | ||||
|
Chat widget customization
|
Y | Y | Y | Y |
|
Advanced widget customization
|
Y | Y | Y | |
|
Chat Badge
|
Always on | Customizable | Customizable | Customizable |
|
Hide widget when offline
|
Y | Y | Y | |
|
Widget unbranding
|
Y | |||
| Analytics and reporting | ||||
|
Chat and agent reports
|
Only by organization | By organization and department | ||
|
Email reports
|
Only weekly/monthly | Daily/weekly/monthly | ||
|
Agent leaderboard
|
Y | Y | ||
|
Conversion tracking
|
Y | Y | ||
|
Chat reporting in Explore
|
Y | Y | ||
|
Real-time monitor
|
Y | |||
| Platform | ||||
|
Mobile Chat SDK
|
Y | Y | Y | Y |
|
Zendesk Support integration
|
Y | Y | Y | Y |
|
Third-party integrations
|
1 | 1 | 1 | 1 |
|
JavaScript API
|
Y | Y | Y | Y |
|
REST API
|
Y | Y | Y | |
|
Public apps
|
Y | Y | Y | |
|
Private apps
|
Y | Y | ||
|
Custom Font API
|
Y | Y | ||
|
Chatbots (Powered by the Conversations API)
|
Y | |||
|
Real-Time API
|
Y | |||
|
Web SDK
|
Y | |||
| Security | ||||
|
SSL Encryption
|
Y | Y | Y | Y |
|
Two-Factor Authentication
|
Y | Y | Y | Y |
|
Single sign-on (SSO) for web and mobile*
|
JWT | JWT/SAML | JWT/SAML | |
|
Visitor banning
|
Y | Y | Y | Y |
|
Disaster recovery
|
Standard | Standard | Standard | Enhanced (when you purchase the Enhanced Disaster Recovery Add-On) |
|
Blocked Countries
|
Y | Y | Y | |
|
Allowed Domains
|
Y | Y | Y | |
|
Credit card redaction
|
Y | Y | ||
|
IP access restriction
|
Y | |||
|
Industry certification (including HIPAA)
|
Requires a Zendesk Support account |
$ Feature availability depends on Chat account type + requires Support
Legacy Chat plans available prior to August 2, 2017
The following table shows the legacy Chat plans, available prior to August 2, 2017 and their corresponding plans August 2, 2017 - January 31, 2021.
|
Legacy plan before August 2, 2017 |
Plans August 2, 2017 - January 31, 2021 |
|
Lite |
Lite |
|
Basic |
Team |
|
Advanced |
Professional |
|
Premium |
Enterprise |
Viewing your plan type
You can view your current plan in the billing section of Admin Center.
To view your current plan
- In Admin Center, Click the Billing icon (
).
For more information, see Viewing plan subscriptions.
12 Comments
We are currently on Support Plus without chat and trying to assess chat options. We could of course move to one of the new Suite plans that's quite a big jump and would apply across all agents which may not be necessary. We are looking in detail at what we'd lose and gain by moving to Suite.
I also believe that we can add chat to specific agents on our existing plan. What version of chat would this be and what features does it have compared to Suite Chat?
Hey Peter,
Looks like your account manager was able to assist you further with your questions. Feel free to reach back out if anything else comes up.
Cheers!
One of our clients is currently on the Professional Zendesk Chat Legacy plan ($29 per agent monthly/annual) and a new client also wants to purchase the same plan. I cannot find however on the website, can I get a link to this plan please?
Thank you for messaging us.
The chat legacy plans are no longer available for purchase. The current pricing in the article is the correct one that we have.
Hello!
Just curious for chat department operating hours - since Lite and Team plan does not have the capability to custom change the operating hours, what is the standard chat operating hours set for these packages?
Chat operating hours are a way to set periods of time when your chat agents will automatically be set to Invisible (offline hours). Agents cannot manually change their availability status during offline hours.
If you don't have chat operating hours enabled, or as part of your plan, then agents can set their chat availability at any time.
See What is the difference between Support business hours and Chat operating hours? and Creating a schedule with operating hours
We are on the Suite Professional plan ($99/per agent/month). We would like to use skills based routing.
We are on Web Messaging and all support questions are about going from Live Chat to Web Messaging. It seems we need to revert back to Live Chat to access the skills based routing feature. Is that correct?
If so, how can we proceed? Our account manager has asked that we ask this question from support! So far we are paying for this higher plan while not being able to use any of the features we need. Please point us to the right direction!
Have you looked through this article? Using skills based routing
It looks like skills based routing is indeed available on Suite Professional and Support Enterprise so you should see the option on your existing plan.
You'll want to do the following to create your routing rules:
Let me know if you don't see this option!
Hi Brett. Thanks for your reply.
Yes we have checked that article about Skill Based Routing. It seems it is not available on Web Messaging. We seem to need to go back to Live Chat to be able to use it. But we don't know how that is done. Reverting back to Live Chat doesn't seem to be a solution on any of your forums.
Chat skills based routing is not available in Messaging. More information can be found on How migrating to messaging impacts Chat settings. However, you can explore the option for Support Skills-based routing.
Hope this helps!
Hello Dane thanks for your help. So is there any way to change back to Live Chat? we did not choose to ever migrate to web messaging and now want to use this feature.
Hey Amin,
You should be able to disable Messaging on either the account level or on a specific brand (if you multiple brands) in order to return to Live Chat. Steps can be found here.
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