You may have tried it already or you’re still evaluating your options – Whatever the case, you’ve heard about Zendesk and that’s what brings you here today. Depending on the nature of your operations, Zendesk may or may not fit perfectly your image of an ideal help desk software, but that won’t deprive it of its reputation of the world’s best known customer support solution.
For many years in a row, Zendesk has been setting precedents in the customer support industry and establishing role models of assistance delivery for both small and large teams. It earned a very high position among our most recommended support tools, praised foremost for enterprise-grade functionality delivered at a fraction of the usual price.
Note that in this article, we’ll use “Zendesk” to refer to Zendesk Support in particular.
Zendesk does not only combine excellent ticketing features and availability on modern communication channels (which merited it a high spot on our top 20 help desk software solutions list), but also a very flexible pricing scheme tailored to meet the needs of different users. From the Essentials plan for basic support priced at $5 per month, to the all-inclusive Elite Plan of $199 per month; Zendesk has a little something to offer to literally every user. Better yet, you can examine its features in advance by subscribing for their free-of-charge trial, and decide whether you want to upgrade to any of their paid plans. To check how much does Zendesk cost, keep reading!
Unlike similar support solutions where pricing depends on the number of users involved, Zendesk made sure that even single agents can offer enterprise-grade support to their users, by simply choosing (or creating) a plan that combines the right features. To help prospective customers decide which plan works the best for them, the Zendesk team offers a 30-day trial version for all its plans. Keep in mind that Elite plan users should contact support and provide details instead of subscribing for the service directly on the website. All trial packages are unlimited and identical to their paid versions, so that the user can get the full picture of what it would be to use them. This means that as a test-user of Zendesk, you can already connect it to your support channels and evaluate how end customers respond to it.
So how to get a free trial? To do so, you need to create a free account on the platform’s official website. Credit card details and long-term commitments won’t be required unless you’re subscribing for any of the Zendesk pricing plans.
Another way to give this system a tour is to subscribe for a free demo. Rather than a simplified video tour, Zendesk will assign you a support agent to guide you through the system, and to explain in real time how this support platform can be useful to you.
If you want to know more about the features you can easily sign up for Zendesk free trial here.
How much does Zendesk cost? The system offers a total of five SMB and enterprise pricing plans, each with different features to cater to the exact type of assistance one intends to provide. There are both basic and advanced plans adjustable to different communication channels, and each plan is priced per agent. What Zendesk’s customers appreciate the most about its pricing scheme is scalability, as each of the plans is open to modifications to acquire the exact matrix of functions a user requires.
In addition, the vendor also offers a Suite bundle, which includes four products: Support, Guide, Chat, and Talk. Zendesk Suite comes in two plans, Professional and Enterprise, priced at $89 and $149 per month/agent, respectively.
The Essentials Plan is the basic Zendesk pricing model designed for sole support agents and small teams. It starts at $5/month/agent; and covers a basic help center comprised of a knowledge base and email & social support channels. The plan also provides a web widget & mobile SDK, and is open to add capabilities upon need. The same as all other plans, Essentials comes with a free trial, and requires users to subscribe for a year. You can also choose to pay per month, in which case the price will be $9 per month/agent.
Team is also designed for small and medium teams that get to use it for $19/month/agent ($25 without an annual subscription). The plan includes all features available in the Essential version, but also provides users with business rules; excellent performance dashboards to monitor the work of individual agents (standard templates); and access to integrations with public apps. A free-of-charge trial is available for this plan as well.
The Professional Plan starts at $49/agent/month, and encompasses all functions available in the Team plan. It is more oriented to medium and developing businesses that intend to report on their activities, but also international support teams that wish to provide assistance in various languages. Therefore, this plan will supply you with multilingual content, CSAT surveys, and custom reports and dashboards. If you choose to pay for the plan on a monthly basis, the price will be $59 per agent per month.
Zendesk’s Enterprise Plan targets predominantly large and enterprise-grade teams which will get to use all standard features of the help desk, plus a dedicated Launch Support program. The Professional plan involves custom agent roles unlike lower plans where all employees have the same status; and makes it possible to provide multibrand support. It will also provide access to multiple ticket forms unlike the basic and standard ones, and enable teams to predict customer satisfaction based on their current performance. The plan starts at $99/agent/month (if billed annually) or $125/agent/month (if billed monthly). A free trial is available.
For teams that intend to optimize Zendesk’s full power, the company developed the so-called Elite plan, and sells it at $199/agent/month with an annual subscription. Teams/agents that want to pay for this plan month-by-month should contact the company’s sales team and ask for a dedicated quote.
The plan assembles the best features Zendesk has to offer – next to all capabilities we’ve discussed so far, it will also ensure access to a dedicated data center location, and let you involve as many light agents as you need. The plan is also characterized by an 1 hour service level objective, and it is the only plan for which Zendesk guarantees 99.9% uptime for your support center (keep in mind, though, that users didn’t report issues of that kind even with the more moderate plans). At the same time, Elite Plan users will enjoy advanced encryption and security for all their data, as the provider assumes full responsibility of how that data is processed and distributed. For a demo version of this plan or a trial, you need to contact their support team.
The Support product in Zendesk Suite has all the features of the Elite plan.
To learn more on Zendesk enterprise pricing scheme, you can always contact their sales & support team via email, phone, or by submitting an online ticket. The team can also work out a support strategy for you and help you build up a plan that covers all features and functionalities you’d be interested to get. You can also reach out to them using their profiles on Facebook and Twitter.
Zendesk is described as an efficient customer support & online ticketing system built to create and maintain customer relations. It is often praised for the variety of collaboration features that make it ideal for teams, but also for its unparalleled flexibility that lets you transform it into a personalized and professional support center. You can rely on it to provide assistance on a variety of channels, and to serve an unlimited number of customers. Pricing, nonetheless, depends on the number of agents you wish to involve. For more info on help desk in general you may want to check out our what is help desk software guide.
The ‘magic’ of Zendesk is the smooth balance it establishes between traditional and modern support channels, making it possible for users to contact you in several different ways. It will cover your email services, live chat, phone, or social media; and help provide self-service by assembling all necessary information in a friendly knowledge base.
The main reason why Zendesk is such a popular support system is advanced ticketing. For a more consistent customer service, Zendesk will collect all support requests from various locations, organize customer information, and let you manage them from a single location. It will become your secure shared inbox for customer inquiries, and enable agents to work together.
With Zendesk, you can be there for customers 24/7/365, as the platform helps establish a professional support center with a robust knowledge base, online user communities, and intuitive FAQ sections. In such way, you will ease the burden imposed on your support agents, as most of the time users will be able to find an answer themselves.
As one of the most flexible support tools on the market, Zendesk is open to excess customization and configuration, and lets users transform it into a personalized support portal. It comes with an array of branding possibilities, and adjust easily to each support channel. It will also allow users to completely tailor operations in a brand-specific manner, and offer user-friendly tools that will make their company look more professional and reputable.
Reporting & analytics are the other competitive advantage of this system, as its professional dashboards were designed to track and evaluate progress, compare the achievements of agents and teams, and pull out detailed reports on the company’s success. You can create both standard and custom reports with it, using any of the systems designer-made templates.
Zendesk’s developers made sure that their system can blend seamlessly within any software environment. Access to the system’s API is offered to developers in all premium plans, so that they can build custom connections with systems they intend to use. At the same time, Zendesk offers smooth connections to more than 100 leading productivity systems, among which Salesforce, Google Apps, Atlassian, FreshBooks, eCommerce solutions, social media, and WordPress.
Zendesk has a flexible and relatively affordable pricing plan. However, it also offers a free trial if you don’t want to commit yet and want to experience what it can offer firsthand. Your free trial also starts at a mid-level Professional plan, so you can try more of what Zendesk can offer before you upgrade to one of its paid plans. If you want to check its comprehensive feature set you can easily sign up for Zendesk free trial here.
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