These pricing changes will not impact existing customers until their next renewal, and no sooner than September 2023. See this community post for more information.
Support Suite and other legacy Support customers will continue using the legacy resolutions-based pricing model.
For customers on Zendesk Suite plans, usage is measured by identifying the number of monthly active users (MAU) who engage with Zendesk bots.
In this article, we’ll provide an overview of the MAU pricing model for Zendesk bots, including information about calculating MAU, monitoring your usage, and purchasing additional MAU if needed.
This article includes the following sections:
How many monthly active users do I get?
In this section, we’ll discuss the following topics:
The default MAU allocation per plan
The following table shows the number of included MAU for Zendesk Suite plans.
|Team, Growth, Pro, and Enterprise||1,000|
Adding MAU to your account
If you determine you will need more than the allotted MAU for your plan, you can purchase more via the additional AI and Bots Usage add-on. Each add-on pack of 500 MAU can be purchased for $75 per month.
When you purchase an add-on pack, it is added to your bill on a recurring basis. You can cancel the add-on pack as needed.
The process for purchasing and canceling MAU add-on packs varies, depending on whether you have a self-service or sales-assisted account.
- Self-service accounts can purchase or cancel add-on packs of MAU directly in Admin Center.
- Sales-assisted accounts can purchase add-on packs in Admin Center, but must request a change to their subscription to cancel them. See Requesting subscriptions changes for more information.
To purchase or remove MAU add-on packs
- In Admin Center, click Account in the sidebar, then select Billing > Subscription.
- On the Subscriptions page, click the Manage button.
- Click the More products tab.
- Under Additional AI and bots usage, enter the number of add-on packs you want to purchase.
- Click Update subscription to complete the purchase.
The updated number of usage packs will appear on your Admin Center subscription page.
- To remove add-on packs, click Remove products or cancel account at the bottom of the page (self-service accounts), or request a subscription change (sales-assisted accounts).
Exceeding MAU allocation
Zendesk will not charge an overage fee for exceeding MAU allocation.
Because MAU are a new concept for Zendesk customers, there is a grace period for existing customers where no action will be taken if you use more than your allocated MAU. You can use this grace period to monitor your MAU usage and modify your Suite plan or your usage as needed.
See Adding MAU to your account for information on increasing the number of MAU for your account.
How do you calculate monthly active users?
Generally, any unique end user that engages with a Zendesk bot over one calendar month is counted as a single monthly active user.
In most cases, multiple interactions by a single user in the same calendar month will be considered a single MAU. However, in some circumstances the system will not be able to identify a user as the same unique visitor over multiple interactions. This will result in their visits being counted as multiple MAU, often when the user interacts over multiple channels, browsers, or devices.
Authenticated users are more likely to be recognized as the same unique user over multiple interactions, resulting in a lower overall MAU count.
This section covers the following topics:
Conversation bot MAU
Conversation bots are built with Zendesk’s bot builder tool.
With conversation bots, an MAU is counted when the bot receives input from a unique user one or more times in a month.
Input from the user, in this case, can include (but is not limited to) any of the following end user actions in a messaging conversation:
- Free-text entry
- Clicking on a quick-reply option
- Submitting a detail collection form
Conversation bot MAU are applied to both standard and advanced bot interactions.
Autoreplies are automatic responses to customer queries submitted via email or web form. They are built using triggers.
Autoreply MAU are applied to both standard and advanced bot interactions. How they are counted depends on the type of autoreply used.
Standard autoreplies (called autoreply with articles): An MAU is counted when the bot suggests an article to a unique end user one or more times in a month. If no articles are found, an MAU will not be counted.
Advanced autoreplies (those that are included as part of the Advanced AI add-on): An MAU is counted when a unique user receives an autoreply in an email that was generated via a trigger with the autoreply action. If the same end user receives a standard autoreply with articles and an advanced autoreply in the same month, they will be counted as a single MAU.
How can I manage monthly active users?
You can keep track of your MAU usage, and, if needed, turn off functionality to limit its usage.
This section discusses the following topics:
Monitoring MAU usage
You can monitor your MAU consumption each month, and compare your usage to the MAU allocation included with your plan, on the AI and bots usage dashboard in Admin Center.
To view the AI and bots usage dashboard
- In Admin Center, click Account in the sidebar, then select Billing > Subscription.
The dashboard displays the following information:
- Current month
- The total number of monthly active users for currently counted for the month
- The number of MAU included in your current plan
- A breakdown of MAU for the current month, by conversation bot or autoreply (standard or advanced).
Limiting MAU usage
Autoreplies: Turn off autoreplies using the autoreply admin settings.
Conversation bots: Disconnect the bot by channel or revert to default messaging response.
We made a conscious decision to choose Zendesk as one of the market leaders a few years ago because we see Zendesk as a future-proof vendor that will provide us with new features that we didn't know existed and/or will need.
We thought that future features would be included in our package at no additional cost.
From this point of view, we find it at least a bit of a pity that additional costs are now being called.
Especially because 1,000 MAU seems to me to be a low base if you seriously want to roll out the corresponding functions once Flowbuilder has reached a practicality.
Anyway, Zendesk will have thought about how this will be received by existing customers.
Now to the topic at hand: Please confirm that HelpCenter Instand Search suggestions and suggestions after entering a subject in the HelpCenter form will not be considered here.
Hi Zendesk team, do the MAU thresholds apply to an entire account, no matter how many Brands are set up?
Edited: my other two questions are answered in the article, my bad!
The 1000 MAU is ridiculously low for our instance, and I'd imagine most other accounts - this is really not well seen from my organisations' point of view..
I'm so happy that we have not chosen Zendesk as our Chatbot solution when I read this article !!! 1000 MAU it's a joke. This is what we consume in a couple of hours.
One more reason to really look deeper at what your competitors do !
Considering that we have a large flow of customers, and that AnswerBot takes a significant part of that flow:
1. 1000 MAU sounds very frivolous, and even offensive
2. You obviously did not take into account companies with a large flow of customers.
3. even though the bot "takes away" part of the flow, but it does not mean that it allows you to fully save the resource of our agents
We have been using the flow builder since last June. In that time the flow builder has really helped us close some routine customer requests without connecting an agent, but that savings doesn't outweigh the cost of the bot.
The 1000 users included in the plan is ridiculously low for large companies that provide 24/7 support. Even 10,000 clients a month is very little for a company like us.
The bot is a must and should stay. Please vote to be heard!
What should we tell customers who will lose bot functionality in 1st week of May?
BTW. Is there an API to connect the 3D party bot to Zendesk messaging as an alternative? No ...
Wow! This sounds like a huge cash grab! Offering out of the box functionality and suddenly charging for it. What's next? Answers on the surveys?
The amount of MAUs is laughable and really no option if users are looking into using the Answer Bot seriously.
Takes away the whole purpose of having a bot and automating tasks (saving money)
if you have to pay for it :D
Please stop this terrible decision for all our sakes.
Edit: I'm pleased to see ZD is taking the feedback here seriously and for the clarification about when these changes will go into effect.
That said, with recent product updates focused solely on increasing customer bot usage with little to no work on improving AI intent interpretation, this pricing change is pretty bad form.
We were just starting to explore Flow Builder to see if it will meet our needs. With now the need to pay for it, we won't be pursuing this workflow anymore if we can pay for bot capability elsewhere with more capability.
I am extremely disappointed and outraged after reading your recent announcement about the changes to the Monthly Active Users policy for Zendesk bots. As a user who was planning to implement the support answer bot with flow builder, this news comes as a huge blow.
It is unacceptable that you would suddenly impose such a significant limitation on the number of users who can access the bot, without any warning or consideration for the impact this would have on your customers. This decision shows a blatant disregard for your user's needs and will undoubtedly lead to frustration and inconvenience for many.
Furthermore, it's particularly troubling that this change is being introduced retroactively. Many of your customers made plans and investments based on the assumption that there would be access to the full functionality of the bot, and now you're saying that the number of users who can use it will be limited 🤯
What do you decide to do next? Charge for the number of tickets?
First, thank you for your comments and feedback.
We’ve escalated the comments here with the product team, and Jon Aniano, SVP of Product wants to engage in the conversation. In order to facilitate that direct conversation more effectively, we are going to shift it over to the community.
He has started a conversation and has made some initial responses to your feedback. Please read his post here, and continue sharing your thoughts and ask questions in that thread. Jon will continue to read and respond there. We will close comments here since the community is the right place for everyone to be engaging.
Thank you for your feedback and for sharing your thoughts and feelings. We’ll see you over in the community.
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