Zendesk Support acts as a help desk that helps you track, prioritize, and solve your customer interactions with ease. Zendesk Support allows customers to connect with you through web or mobile, or start a conversation directly through email, Facebook, Twitter, or any other channel as they please. There is also this feature of ticket forms with which, you can create multiple support request forms that show a unique set of ticket fields, making it easy for your agents to know what kind of support your customers need. Service Level Agreement (SLA) views let your team easily see SLA status and avoid breaches. You can apply them based on the conditions you set and then track metrics down to the minute. Also, agents can work in their preferred language, with a localized admin interface available in over 40 languages. You can support up to 300 brands, products, service tiers, or regions. Data and activity are centralized within a single account, making it easy to manage.
COMPARISON TABLE:
| Â | ESSENTIAL | TEAM | PROFESSIONAL | ENTERPRISE | ELITE |
| Zendesk Support pricing | Â | Â | Â | Â | Â |
| Billed annually (per agent per month) | Â | Â | Â | Â | Â |
| In DOLLARS | $5/ | $19/ | $49/ | $99 / | $199/ |
| In RUPEES | ₹349/ | ₹1327/ | ₹3423/ | ₹6915/ | ₹13900/ |
| In GBP | £4 / | /£15 | £38 / | £77 / | £154 / |
| In EUROS | €4 / | €17 / | €44 / | €89 / | €179 / |
| Billed monthly (per agent per month) | Â | Â | Â | Â | – |
| In DOLLARS | $9 / | $25/ | $59 / | $125 / | Â |
| In RUPEES | ₹629 | ₹1746 | ₹4121 | ₹8731 |  |
| In GBP | £7/ | £19 / | £46 / | £96.74 / |  |
| In EUROS | €8 /  | €22/ | €53/  | €112 / |  |
| Customer support from the Zendesk team | Â | Â | Â | Â | Â |
| Email Support | Â | 8×5 | 24×5 | 24×7 | 24×7 |
| Phone Support (in English) | Â | Â | 24×5 | 24×7 | 24×7 |
| Chat Support (in English) | Â | Â | Â | 24×7 | 24×7 |
| Launch Guidance Program (first 60 days) | Â | Â | Â | yes | Yes |
| Â Service-level guarantee | Â | Â | Â | Â yes | Â yes |
|  Professional Services | yes | yes | yes | yes | Yes  |
| Customer communication channels | Â | Â | Â | Â | Â |
| yes | yes | yes | yes | Yes | |
| Â Facebook & Twitter | yes | yes | yes | yes | Yes |
| Â Web Widget | yes | yes | yes | yes | Yes |
| Â Support & Chat SDK | yes | yes | yes | yes | Yes |
|  Talk (Phone support) | yes  | yes  | yes  | yes  | Yes  |
|  Phone: CTI Toolkit & Integrations | yes  | yes  | yes  | yes  | Yes  |
|  Chat | yes  | yes  | yes  | yes  | Yes  |
| Agent efficiency | Â | Â | Â | Â | Â |
| Pre-defined responses (Macros) | yes  | yes  | yes  | yes  | Yes  |
|  Mobile app | yes  | yes  | yes  | yes  | Yes  |
| Translated agent interface (28 languages) | yes  | yes  | yes  | yes  | Yes  |
| Essentials Card | yes  | yes  | yes  | yes  | Yes  |
| Interaction History | yes  | yes  | yes  | yes  | Yes  |
| Custom & Group Views |  | yes  | yes  | yes  | Yes  |
| Dynamic content |  |  | yes  | yes  | Yes  |
|  Contextual Workspaces |  |  |  | yes  | Yes  |
| Pathfinder app |  |  | yes  | yes  | Yes  |
| Guided Mode |  |  |  | yes  | Yes  |
| Skills-based routing |  |  |  | yes  | Yes  |
| Help desk management | Â | Â | Â | Â | Â |
| Ticket sharing between Zendesk Support accounts | yes  | yes  | yes  | Automated | Automated |
| Ticket file attachment size | 1MB | 7MB | 20MB | 20MB | 20MB |
| Custom business rules (triggers & automations) |  | yes  | yes  | yes  | Yes  |
| Business Hours | Â | Â | Single | Multiple | Multiple |
| Service Level Agreement (SLA) management |  |  | yes  | yes  | Yes  |
| Multiple Ticket Forms |  |  | yes  | yes  | Yes  |
| Light Agents |  |  | yes  | yes  | Yes  |
| Custom roles and permissions |  |  |  | yes  | Yes  |
| Premium Sandbox |  |  |  | yes  | Yes  |
| Sandbox test environment |  |  |  | yes  | Yes  |
| Customer relationship management | Â | Â | Â | Â | Â |
| Contacts & ticket history | yes  | yes  | yes  | yes  | Yes  |
| Contact Form | yes  | yes  | yes  | yes  | Yes  |
| Device data log | yes  | yes  | yes  | yes  | Yes  |
| Group contacts by organization | Â | Single | Multiple | Multiple | Multiple |
| Custom user and organization fields |  | yes  | yes  | yes  | Yes  |
| Customer satisfaction ratings (CSAT) & follow-up survey |  |  | yes  | yes  | Yes  |
| Customer Lists |  |  | yes  | yes  | Yes  |
| Net Promoter Score® Surveys |  |  | yes  | yes  | Yes  |
| Satisfaction Prediction |  |  |  | yes  | Yes  |
| Reporting & analytics | Â | Â | Â | Â | Â |
| Overview dashboard | yes  | yes  | yes  | yes  | Yes  |
| Zendesk Benchmark | yes  | yes  | yes  | yes  | Yes  |
| Support Performance dashboards |  | yes  | yes  | yes  | Yes  |
| Advanced analytics powered by Zendesk Explore |  |  | yes  | yes  | Yes  |
| Platform | Â | Â | Â | Â | Â |
| Public apps & integrations | Â | yes | yes | yes | Yes |
| Â Private custom apps & integrations | Â | Â | yes | yes | Yes |
| Custom objects | Â | Â | Â | yes | Yes |
| Â 99.9% Uptime SLA | Â | Â | Â | yes | Yes |
| API rate limit | 10 RPM | 200 RPM | 400 RPM | 700 RPM | 700 RPM |
| Security features | Â | Â | Â | Â | Â |
| Â SSL encryption | Yes | SNI | SNI or IP-based | SNI or IP-based | SNI or IP-based |
| Â Digitally signed emails (DKIM/DMARC) | Yes | yes | yes | yes | Yes |
| Â Two-Factor Authentication | Yes | yes | yes | yes | Yes |
| Â Agent device management | Yes | yes | yes | yes | Yes |
| Â Single sign-on (SSO) for web and mobile Provide SSO integration with your existing identity management system (Active Directory). Zendesk SSO relies on a technology called JSON Web Token (JWT) or SAML for securing the exchange of user authentication data. | Â | JWT | JWT / SAML | JWT / SAML | JWT / SAML |
| Automatic redaction | Â | Â | yes | yes | Yes |
| Â Network access restriction | Â | Â | Â | yes | Yes |
| Â Business rules analysis | Â | Â | Â | yes | Yes |
| Â Audit logs | Â | Â | Â | yes | Yes |
| Â Email compliance archive | Â | Â | Â | yes | Yes |
| Â Data center location | Â | Â | Â | yes | Yes |
| Â Encryption: data at rest and in motion | yes | yes | yes | yes | Yes |
| Â Disaster recovery | yes | yes | yes | Enhanced | Enhanced |
| Ability to configure for HIPAA |  |  |  | yes  | Yes  |
Zendesk Support is a set of sophisticated tools to help your agent’s close cases faster. You have all the flexibility required to tailor your Zendesk Support to meet the needs of your team. You can access analytics tools to measure and improve your customer service. You can also get insights into your agents and support workflow through performance dashboards. By this, you can get a better sense of how you’re doing by gaining visibility into ticket volume, agent performance, and other key support metrics. If you are still confused to choose the plan contact us today.
