Zendesk

Zendesk is a customer service platform that brings email, chat, messaging, phone and social requests into one ticketing workspace, with a help center and AI agents that resolve common questions, for support teams of every size.

Updated October 2026

CRMCustomer Support

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Overview: What is Zendesk?

Support Team starts at $19 per agent per month and the full Suite at $55, billed annually (checked October 2026).

Requests from every channel become tickets that are routed to the right agent or group, with macros, triggers and SLAs to keep response times on track. Suite plans add messaging, live chat, a knowledge base and AI agents that answer routine questions before a person steps in. Zendesk is a support tool first: it's retiring Zendesk Sell, its sales CRM, on August 31, 2027. For a revenue team it matters on the post-sale side, where onboarding questions, renewals risk and customer history live in support tickets.

Fit: Ideal customer profile.

Customer support and service teams that handle a steady volume of requests across email, chat and messaging and want routing, SLAs, reporting and self-service in one place. It isn't a sales CRM, and companies still on Zendesk Sell need to move their pipeline to another CRM before August 2027.

Omnichannel ticketing
Help center and self-service
AI agents for routine questions

Capabilities

Key features.

Ticketing across email, chat, messaging, phone and social, with routing and SLAs

Help center and knowledge base for self-service

AI agents that resolve routine requests, billed per automated resolution

Macros, triggers and automations for repeat work

Reporting and analytics on volume, response times and satisfaction

1,700+ Marketplace apps, including Salesforce and HubSpot integrations

Bi-directional HubSpot data sync and an API for custom work

Usage

How to use Zendesk.

Pick Support for ticketing only or Suite for messaging, help center and AI agents, connect your support email and channels, then build groups, routing rules and SLAs. Add the CRM integration from the Zendesk Marketplace so agents see account context from Salesforce or HubSpot. Watch AI usage: AI agents now come with every plan, but automated resolutions are billed on top of seats once you pass the included allowance.

Cost

Pricing.

$19/ agent/month

Per agent per month billed annually, as listed by Zendesk and confirmed by several 2026 pricing guides (checked October 2026). Monthly billing costs more, for example $25 for Support Team and $69 for Suite Team. AI agents' automated resolutions are charged on top of seats; one independent guide lists $1.50 per committed resolution and $2.00 pay as you go.

Support Team

$19.00

Ticketing across channels
Routing and automations

Suite Team

$55.00

Messaging and live chat
Help center and knowledge base
AI agents

Suite Professional

$115.00

Everything in Suite Team
For larger support operations

Suite Enterprise

Quote from sales
For large or regulated teams

At a glance

Quick facts.

Stack position: CRM
Category: Customer Support
Best for: Omnichannel ticketing, Help center and self-service, AI agents for routine questions
Pricing: From $19/agent/month

Subcategories

AI Customer Support Platforms
Customer Service
Help Desk

Questions

Frequently asked.

How much does Zendesk cost?

Support Team is $19 per agent per month, Suite Team $55 and Suite Professional $115, billed annually. Suite Enterprise is quoted, and AI automated resolutions are billed separately (checked October 2026).

Is Zendesk a CRM?

Not for sales anymore. Zendesk is retiring Zendesk Sell, its sales CRM, on August 31, 2027, and says it will no longer offer a sales CRM. Its support products keep customer history, and it integrates with CRMs like Salesforce and HubSpot.

How does Zendesk charge for AI?

AI agents come with every plan, but each automated resolution is billed on top of seats once the included allowance is used. Model your volume before you turn AI agents on widely.

What are Zendesk's limits?

Per-agent pricing plus AI resolution fees and add-ons make the real bill hard to predict, and monthly billing costs noticeably more than annual. Teams that want sales pipeline in the same tool need a separate CRM.

What are the alternatives to Zendesk?

Intercom leads with messaging and AI support, Front with a shared inbox for teams, Kustomer with a customer-centered support CRM, and Trengo with omnichannel messaging for smaller teams.

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