The Zendesk Suite enables you to deliver personalized customer support across all of your business channels like email, voice, chat, and more. The suite is available in various plans to suit your business needs.
This article contains the following sections:
About current Zendesk Suite plans
All plans include these fundamental features:
- Ticketing system
- Messaging across web, mobile, and social media
- Email, voice, SMS, and live chat support
- A unified agent workspace
- Pre-built reporting and analytics dashboards
- Access to prebuilt apps and integrations from the Zendesk Marketplace
The current Zendesk Suite plans are:
| Plan | Description |
| Team |
Our least-expensive Suite plan. It includes the basic features you need to deliver omnichannel support wherever your customers need it. Team includes the fundamental features plus a single help center, up to 50 AI-powered automated answers, pre-built reports, support from the Zendesk team, and more. |
| Growth |
Includes all the features in the Suite Team plan plus additional features to handle higher support volume. Growth includes multiple help centers, up to 100 AI-powered answers, conversation routing based on skills, light agents, a self-service portal, and more. |
| Professional |
Includes all the features in the Suite Growth plan plus additional features for growing teams, better collaboration, routing, and analytics. Professional adds capabilities like up to 500 AI-powered answers, community forums, SLA management, custom reports, and more. |
| Enterprise |
Includes all the features in the Suite Professional plan plus additional features for delivering personalized customer experiences at scale. Enterprise helps you scale up your support with custom permissions, agent workspaces, and branding. It also includes real-time shareable reports, a sandbox environment for testing, and more. |
| Enterprise Plus |
Includes all the features in the Suite Enterprise plan plus you can add additional features that tailor Zendesk exactly to your needs. It includes everything from the other plans plus an enhanced sandbox environment, enhanced disaster recovery, a high volume API add-on, and more. |
For more information, see the Zendesk Suite plan comparison.
About legacy Support Suite plans
The legacy Zendesk Support Suite offered two plan types that contained Support, Guide, Chat, Talk, and social messaging in one bundle.
The legacy Support Suite plans are:
- Support Suite Professional, included the Professional plan versions of Support, Guide, Chat, Talk, plus the social messaging add-on.
- Support Suite Enterprise, included the Enterprise plan versions of Support, Guide, Chat, Talk, plus the social messaging add-on.
When features are added to the current Professional or Enterprise versions of Support, Guide, Chat, or Talk, or social messaging, they will also be added to the equivalent legacy Support Suite plan.
The following table shows feature availability for Support Suite plans as of January 31, 2021.
For information about pricing, see the Suite pricing page.
| Agent workspace | Unified agent workspace | |
| Support | Customer service ticketing | |
| Y | Y | |
| Public social channels (Facebook and Twitter) | Y | Y |
|
Social Messaging add-on (WhatsApp***, WeChat, LINE, Facebook Messenger, and Twitter Direct Messages) |
Y | Y |
| Web Widget & Mobile SDK | Y | Y |
| Reporting and dashboards, powered by Zendesk Explore | Y | Y |
| Customizable reports and dashboards, powered by Zendesk Explore | $ | $ |
| Private custom apps and integrations | Y | Y |
| Multiple ticket forms | $ | Y |
| Business rules analysis | Y | |
| Custom roles and permissions | Y | |
| Multibrand | Y | |
| Guided mode | Y | |
| Satisfaction prediction | Y | |
| See more | ||
| Guide | Knowledge base and self-service | |
| AI-powered suggestions with Answer Bot | $ | $ |
| Agent-only knowledge base | Y | Y |
| Flag and create knowledge with Knowledge Capture App | Y | Y |
| Reporting and dashboards, powered by Zendesk Explore | Y | Y |
| Multilingual content | Y | Y |
| Article lifecycle management with Team Publishing | Y | |
| Identify knowledge gaps with Content Cues | Y | |
| Multiple help centers | Y | |
| See more | ||
| Chat | Real-time chat | |
| Unlimited chats, triggers & departments | Y | Y |
| Widget customization | Y | Y |
| Public & private apps | Y | Y |
| Operating hours | Y | Y |
| Reporting and dashboards, powered by Zendesk Explore | Y | Y |
| Conversion Tracking | Y | Y |
| Widget unbranding | Y | |
| Real-time dashboards | Y | |
| Web Widget | Y | |
| Roles and permissions | Y | |
| Skills-based routing | Y | |
| See more | ||
| Talk | Call center software | |
| Automatic ticket creation | Y | Y |
| Call recording & voicemail transcription | Y | Y |
| IVR phone trees | Y | Y |
| Call monitoring & barging | Y | Y |
| Callback from queue | Y | Y |
| Reporting and dashboards, powered by Zendesk Explore | Y | Y |
| Talk Partner Edition | Y | Y |
| Monthly Diagnostics | Y | |
| Talk Usage 99.95% SLA | Y | |
| Failover on demand | Y | |
| See more | ||
***Additional costs apply for What's App phone numbers
$ - Available as an add-on
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
Account in the sidebar, then select Billing > Subscription.
For more information, see Viewing plan subscriptions.
2 Comments
How can we switch from the legacy plans to the new ones?
It sounds like your account representative was able to work with you to upgrade your account - let us know if you have any other questions!
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