Articles in the series
In addition to the products mentioned in this getting started guide, Zendesk Suite contains additional features and functionality that helps to address the needs of increased organizational and business complexity and volume. Here’s a quick summary of each.
| Light agents | Light Agents are additional agent users that can collaborate on tickets. They have limited permissions but can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to the ticket. See Understanding and setting light agent permissions. |
| Side conversations | Side Conversations enable you to bring in other people from internal and external teams to collaborate on tickets without interrupting the main conversation flow within the ticket. The difference between this and Light Agents is that these other people cannot see or interact with tickets; they have no agent permissions whatsoever. An agent working on a ticket can create a side conversation to communicate with and gather more information from, for example, a supplier or shipper to help them solve the ticket. Side conversations keep these informational conversations associated with a ticket so that it’s all in one place. See Using side conversations in tickets. |
| Multibrand |
Multibrand allows you to create additional customer support experiences. A brand is a customer-facing identity represented by a collection of contact points for your customers. These contact points can include brand-specific email support addresses, a branded help center and embedded support in websites and mobile apps, and brand-specific contact telephone numbers and social media channels. By default, you have one brand in Zendesk. Adding more brands lets you segment your customer experience in a way that makes sense for your business. For example, you might have two distinct brands whose customers do not overlap. Each different set of customers interacts with your Support team members via the brand-specific contact points. See Setting up multiple brands. |
| Multiple ticket forms and conditional ticket fields | In the Suite, you can create custom ticket forms (see Creating multiple ticket forms to support different request types) and use conditional ticket fields (fields that are displayed or hidden based on what a user selects in another field – see Creating conditional ticket fields in Zendesk Support). |
| Data center locality | Data Center Locality enables you to choose where your account data is hosted (US-only or EU-only). See About Data Center Location. |
| Advanced compliance | Advanced compliance helps you fulfill your HIPAA obligations. With advanced compliance, you can enter into a Business Associate Agreement (BAA) with Zendesk. Additionally, Zendesk will provide appropriate security configuration options to help safeguard protected health information (PHI). See Advanced Compliance. |
| Enhanced disaster recovery | Enhanced Disaster Recovery enhances the protection of your Zendesk data and provides for faster recovery in the event of a disaster that interrupts your Zendesk service. Your Zendesk data is replicated in real-time and you’ll receive priority cloud resiliency. See Enhanced Disaster Recovery. |
| Premium sandbox | The Premium Sandbox extends the standard sandbox functionality that is included in your Zendesk account. A sandbox allows you to test changes you make to your Zendesk Suite configurations, experiment with integrations, and provide training for your agents. The Premium Sandbox allows you to include much more user, organization, and ticket data information. See About the Premium Sandbox. |
| High volume API | High Volume API provides more capabilities for developing custom solutions on the Zendesk developer platform, allowing you to increase your overall API rate limit to 2500 requests per minute (see Zendesk API rate limits) and to send up to 700 Zendesk events to AWS per minute (see Stream Zendesk events to AWS and Events schema for Amazon EventBridge). |
To see which of these are available in your Zendesk Suite plan, review the articles that have been linked to above.
The Zendesk Suite also includes several capacity add-ons. For example, you can purchase extra "pay as you go" minutes for your Talk calls and texts. You can also add several of the features above (Premium Sandbox and High Volume API) as add-ons to plans that do not already include them. For more information, see About Zendesk Suite add-ons.