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
- 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).
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 | ||
| 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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