This article lists the current and legacy Zendesk Support plans and includes information on how to view the features available for Zendesk Support plans. Zendesk plans prior to February 1, 2021 are referred to as legacy plans.

This article contains the following sections:

  • Current Support plans
  • Legacy Support plans
  • Viewing your plan type

Current Support plans

The current Zendesk Support plans are:
  • Team, included in Suite Team or available as a stand-alone plan.
  • Professional, included in Suite Growth and Professional or available as a stand-alone plan.
  • Enterprise, included in Suite Enterprise and Enterprise Plus or available as a stand-alone plan.

You can view the features available by plan type on the Zendesk Suite plan comparison page. Refer to the list above to understand how Support plans map to Suite plans.

The Zendesk Support documentation includes the plan availability for each feature at the top of each article.

Legacy Support plans

In this section, you'll find information about previous Zendesk Support plans (known as legacy plans).

  • Legacy plans available between November 11, 2015, and February 1, 2021
  • Legacy plans before November 11, 2015

Note: The current Zendesk Support Enterprise plan is not the same as the legacy Enterprise plan. The two plans contain different features.

When new features are added to the current Zendesk Support plans, they will also be added to the equivalent legacy plans.

Legacy enterprise plan customers can purchase the Priority Support and Advanced Security add-ons. Legacy Plus plan customers can purchase Light Agents, Productivity Pack, High Volume API, and Multibrand Add-ons. For details, see About Add-ons.

Legacy plans available between November 11, 2015, and February 1, 2021

This section gives detailed information about the legacy Support plans that were offered between November 11th, 2015 and February 1st 2021.

Category Pricing plan
Support Essential Support Elite (Discontinued in April 2023.) See SKU modernization.
Customer support from the Zendesk team
Email Support   24x7
Phone Support (in English)   24x7
Service-level guarantee   Y
Professional Services Paid add-on Paid add-on
Chat Support (in English) Y Y
Customer communication channels
Email Y Y
Public Social Media Y Y
Web Widget Y Y
Support & Chat SDK Y Y
Phone support Paid add-on Paid add-on
Phone: CTI Toolkit & Integrations   Paid add-on
Chat Paid add-on Paid add-on
Social Messaging   Paid add-on
Agent efficiency
Pre-defined responses (Macros) Y Y
Mobile app Y Y
Translated agent interface (28 languages) Y Y
Essentials Card Y Y
Interaction History Y Y
Custom & Group Views   Y
Dynamic content   Y
Collaboration add-on (Light Agents and Side Conversations)   Paid add-on
Contextual Workspaces   Y
Guided Mode   Y
Skills-based routing   Y
Help desk management
Ticket sharing between Zendesk Support accounts Y Automated
Ticket file attachment size 50MB 50MB
Custom business rules (triggers & automations)   Y
Business Hours   Multiple
Service Level Agreement (SLA) management   Y
Multiple Ticket Forms   Y
Conditional Ticket Fields   Y
Custom roles and permissions   Y
Premium Sandbox   Paid add-on
Sandbox test environment   Paid add-on
Multibrand   Up to 300 brands
Customer relationship management
Contacts & ticket history Y Y
Contact Form Y Y
Device data log Y Y
Group contacts by organization   Multiple
Custom user and organization fields   Y
Customer satisfaction ratings (CSAT) & follow-up survey   Y
Customer Lists   Paid add-on
Net Promoter Score℠ Surveys   Paid add-on
Satisfaction Prediction   Y
Reporting & Analytics
Overview dashboard Y Y
Zendesk Benchmark Y Y
Performance dashboards   Y
Dashboards and reporting, powered by Zendesk Explore   Y
Customizable reports and dashboards, powered by Zendesk Explore   Paid add-on
Platform
Public apps & integrations   Y
Private custom apps & integrations   Y
More Storage   Paid add-on
Custom Objects, powered by Sunshine   Y
99.9% Uptime SLA   Y
API rate limit 10 RPM 700 RPM
Security features
SSL encryption Y SNI
Digitally signed emails (DKIM/DMARC) Y Y
Two-Factor Authentication Y Y
Agent device management Y Y
Host mapping   Y
Single sign-on (SSO) for web and mobile JWT / SAML JWT / SAML
Automatic redaction   Y
Network access restriction Y Y
Business rules analysis   Y
Audit logs   Y
Email compliance archive   Y
Data center location   Y
Encryption: data at rest and in motion Y Y
Disaster recovery Y Enhanced
Ability to configure for HIPAA   Y
Full security specs   View Specs

Legacy plans before November 11, 2015

This section give information about legacy plans available prior to November 11th, 2015 and their corresponding current plans as of Nov 11, 2015.

Legacy plan Current plan (as of Nov 11, 2015)
Enterprise Enterprise
Plus Professional
Regular Team
Starter (Discontinued in April 2023.) See SKU modernization. Essential

You can view the features available for legacy Zendesk Support plans prior to November 11th, 2015 on this plan comparison page (PDF). If you do not know your plan name, follow the steps in the section below.

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.

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