--- title: Zendesk Support canonical: https://saasranked.com/software/zendesk-support/ category: Help Desk Software points: 70 rank: 5 of 12 facts_checked: 2026-10-09 --- # Zendesk Support Ticketing help desk that starts at $19 per agent a month and adds chat, phone and social channels on Suite plans. 70 points out of 100. #5 of 12 help desks. Vendor: Zendesk. Website: https://www.zendesk.com/ - Support Team costs $19 per agent a month billed yearly, or $25 billed monthly [1]. - Live chat, phone and social channels such as Facebook, Instagram and X come with Suite Team at $55 per agent a month billed yearly [1]. - SLA policies, CSAT surveys and custom data exploration start at Suite Professional, $115 per agent a month billed yearly [1][3]. - There is no free plan, only a 14-day trial [1]. - Zendesk names SOC 2 Type II reports and ISO 27001:2022 certification [2]. Verdict: Zendesk suits teams that want one ticket queue across email, chat, phone and social channels and can pay for Suite plans [1]. The entry plan lists no social or voice channels and lacks SLA policies and satisfaction surveys, which sit on the $115 Professional plan [1][3]. AI agent resolutions are metered beyond a small monthly allowance [1]. Zendesk names SOC 2 Type II and ISO 27001:2022 [2]. Best for: Support teams that expect to add chat, phone and social channels as they grow. ## Points | Criterion | Line | Value | Points | Note | |---|---|---|---|---| | Channels and apps | Support channels | Email, Live chat, Phone, Social media | 8/8 | Suite Team lists messaging, Talk voice and social channels (Facebook, Instagram, X); email is on Support Team [1]. | | Channels and apps | Mobile apps | iOS, Android | 2/2 | Help centre article on the Zendesk Support mobile app refers to iOS and Android [5]. | | Channels and apps | Built-in help centre | Yes | 4/4 | Suite Team lists one help centre; Professional lists up to five [1]. | | Workflow and SLAs | SLA policies | Yes | 8/8 | Service level agreements are listed on Suite Professional [1]. | | Workflow and SLAs | Ticket automation rules | Yes | 5/5 | Pricing page lists automations and triggers on Support Team and above [1]. | | Workflow and SLAs | Automatic ticket assignment | Yes | 5/5 | Round robin routing is available on Support Team; the help article lists Support Team [4]. | | Workflow and SLAs | Built-in satisfaction survey | Yes | 3/3 | Customer satisfaction ratings and follow-up survey are listed on Suite Professional [1]. | | Reports and connections | Custom reports | Yes | 5/5 | Suite Professional lists custom data exploration and custom reports [1][3]. | | Reports and connections | Public API | Yes | 3/3 | API access is listed under developer tools on all paid plans [1]. | | Reports and connections | Named integrations | Slack, Microsoft Teams, Jira, Shopify, Salesforce, HubSpot | 6/6 | Zendesk pages and help articles describe integrations with all six tools [6][7][8][9][10][11]. | | Reports and connections | AI assistant with public price | Yes | 4/4 | Included automated resolutions: 5 per agent a month on Team plans, 10 on Professional; extra cost $1.50 committed or $2.00 pay-as-you-go [1]. | | Security | SOC 2 Type II or ISO 27001 | Yes | 6/6 | Trust centre says SOC 2 Type II reports exist and Zendesk is ISO 27001:2022 certified [2]. | | Security | Single sign-on | Yes | 6/6 | SAML single sign-on is listed on Support Team and above [1]. | | Price | Free plan | No | 0/5 | Pricing page lists no free plan, only a 14-day trial [1]. | | Price | Cheapest paid plan | $19/mo | 5/10 | Support Team with email ticketing, $19 per agent a month billed yearly [1]. | | Independent testing | G2 AI CX evaluation | Not tested | 0/20 | G2 did not include it in the October 2026 test [13]. G2 lists Zendesk as under evaluation. | ## Plans | Plan | Price | Per month (USD) | |---|---|---| | Support Team | $19/agent/month [1] | $19 | | Suite Team | $55/agent/month [1] | $55 | | Suite Professional | $115/agent/month [1] | $115 | Prices are per agent, billed yearly. Text messages are add-ons. Enterprise has no public price [1]. ## Strengths - Four channels (email, live chat, phone, social media) work in one queue on Suite plans [1]. - SAML single sign-on and API access are listed on every paid plan, including Support Team [1]. - Agent apps exist for iOS and Android [5]. - Integrations exist for Slack, Microsoft Teams, Jira, HubSpot, Salesforce and Shopify [6][7][8][9][10][11]. ## Limits - No free plan; the vendor offers only a 14-day trial [1]. - Support Team lists no social channels, voice or multiple help centres; those start at Suite Team [1]. - SLA policies and CSAT surveys are on Suite Professional only, at $115 per agent a month [1]. - Zendesk disclosed in 2019 that a 2016 intrusion exposed data from about 10,000 Support and Chat accounts [12]. ## Concerns - In October 2019 Zendesk disclosed that an intrusion in 2016 exposed usernames, emails, phone numbers and hashed passwords of about 10,000 Support and Chat accounts; it found no evidence so far that ticket data was affected [12]. ## Sources 1. [Zendesk pricing](https://www.zendesk.com/pricing/), Zendesk, accessed 2026-10-09 2. [Zendesk trust center](https://www.zendesk.com/trust-center/), Zendesk, accessed 2026-10-09 3. [About the Zendesk Suite plan types](https://support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types), Zendesk, accessed 2026-10-09 4. [Using round robin routing for email, messaging conversations, and call tickets](https://support.zendesk.com/hc/en-us/articles/7990049158554-Using-round-robin-routing-for-email-messaging-conversations-and-call-tickets), Zendesk, accessed 2026-10-09 5. [I can't sign into the Zendesk Support mobile app](https://support.zendesk.com/hc/en-us/articles/4408834339738-I-can-t-sign-into-the-Zendesk-Support-mobile-app), Zendesk, accessed 2026-10-09 6. [Zendesk integration for Slack](https://www.zendesk.com/slack/), Zendesk, accessed 2026-10-09 7. [Zendesk for Microsoft Teams](https://www.zendesk.com/microsoft-teams/), Zendesk, accessed 2026-10-09 8. [Using the Zendesk Support for Jira integration](https://support.zendesk.com/hc/en-us/articles/4408827996058-Using-the-Zendesk-Support-for-Jira-integration), Zendesk, accessed 2026-10-09 9. [Setting up the Zendesk Support for HubSpot integration](https://support.zendesk.com/hc/en-us/articles/4408884090650-Setting-up-the-Zendesk-Support-for-HubSpot-integration), Zendesk, accessed 2026-10-09 10. [Salesforce integration resources](https://support.zendesk.com/hc/en-us/articles/4408827957274-Salesforce-integration-resources), Zendesk, accessed 2026-10-09 11. [Setting up the Shopify integration for Support and Chat](https://support.zendesk.com/hc/en-us/articles/4408820093850-Setting-up-the-Shopify-integration-for-Support-and-Chat), Zendesk, accessed 2026-10-09 12. [Zendesk Discloses Old Data Breach Affecting 10,000 Accounts](https://www.securityweek.com/zendesk-discloses-old-data-breach-affecting-10000-accounts/), SecurityWeek, accessed 2026-10-09 13. [AI CX Agent Evaluations, General CX leaderboard](https://www.g2.com/categories/ai-agents/agent-evaluations), G2, accessed 2026-10-08