Zendesk pricing in 2026: plans, AI agent costs and add-ons
Zendesk costs $19 to $115 per agent per month billed yearly ($25 to $149 billed monthly) on its three public plans: Support Team, Suite Team and Suite Professional. Suite Enterprise is quoted by Zendesk's sales team. AI agents are included in every plan and billed per automated resolution: each plan includes 5 or 10 automated resolutions per agent a month, then $1.50 per resolution on a commitment or $2.00 pay-as-you-go. Add-ons such as Copilot ($50 per agent a month) change the total.
Last updated: 13 October 2026 · All Zendesk prices checked on zendesk.com/pricing on 13 October 2026
Zendesk plans and prices in 2026
Zendesk sells three public plans for customer service and a fourth, Suite Enterprise, through sales. Prices are per agent per month.
| Plan | Billed yearly | Billed monthly | Automated resolutions included | Main features (Zendesk's list) |
|---|---|---|---|---|
| Support Team | $19 | $25 | 5 per agent a month | Email and ticketing, ticket routing, prebuilt analytics dashboards, pre-written responses, automations and triggers |
| Suite Team | $55 | $69 | 5 per agent a month | Support Team features plus AI agents, AI knowledge base, AI Action Builder, omnichannel routing, messaging and live chat, telephony, 1 help center |
| Suite Professional | $115 | $149 | 10 per agent a month | Suite Team features plus AI Admin Copilot, AI App Builder, AI writing tools, AI Quick Reports, skills-based routing, IVR phone tree, up to 5 help centers |
| Suite Enterprise + Copilot | Talk to sales | Talk to sales | Quoted | Quoted |
Zendesk caps included automated resolutions at 10,000 a year. The free trial lasts 14 days and gives access to Suite Professional features.
How Zendesk AI agent pricing works
Zendesk bills AI agents per automated resolution, and an LLM decides which conversations count. According to Zendesk's pricing page, "Zendesk AI agents are included in every Suite and Support plan, with pricing based on the successful outcomes they deliver." You pay for customer requests the AI agent resolved without escalation to a human.
Zendesk's help center explains how a conversation is classified once it ends:
- Verified resolution: an LLM reviews the transcript and confirms the AI agent resolved the request. These draw from your allowance.
- Contained resolution: the AI agent handled the conversation, but it didn't pass the LLM check. It doesn't count against the allowance.
- Assisted escalation: the AI agent helped before a human finished the job. It doesn't count against the allowance.
The review runs when the conversation ends: 72 hours after the first email on email, 2 hours after the first message on messaging by default (extendable to 72 hours), and at hang-up on voice.
| Automated resolutions | Price per resolution |
|---|---|
| Included in the plan | 5 per agent a month (Support Team, Suite Team), 10 (Suite Professional), up to 10,000 a year |
| Committed (bought in advance) | $1.50 |
| Pay-as-you-go | $2.00 |
Zendesk has said it will share more details on how outcome-based pricing will evolve, so check the pricing page before you budget.
What changed in Zendesk pricing in 2026
Zendesk removed the split between Essential and Advanced AI agents in 2026. Advanced capabilities such as agentic reasoning, multi-step procedures and API integrations are now included in Suite and Support plans, rolled out between 11 May and 12 June 2026. Zendesk stops technical development of Essential and legacy AI agents, including the bot builder, by 31 August 2026. Pages that still describe AI agents Advanced as a separate paid add-on describe the old packaging.
Zendesk has also added Forethought AI agents, which its pricing page sells through sales.
Zendesk add-ons that change the total
Zendesk's add-ons are priced per agent and can double the cost of a seat. The featured add-ons on the pricing page, paid yearly:
| Add-on | Price |
|---|---|
| Copilot (AI assistance for human agents) | $50 per agent a month |
| Workforce Engagement Bundle | $50 per agent a month |
| Contact Center | $83 per agent a month |
Quality assurance needs a separate QA add-on, and AI agents for voice require Zendesk voice; the pricing page lists no separate price for either. Data center location (US, APAC, European Economic Area or United Kingdom) is listed as a feature with restrictions.
What a 20-agent team pays for Zendesk
A 20-agent team on Suite Professional, billed yearly, pays $2,300 a month in seats before AI. The AI cost depends on how many conversations an LLM verifies as resolved. A worked example at list prices, with the assumptions stated:
| Item | Calculation | Monthly cost |
|---|---|---|
| Seats | 20 agents × $115 | $2,300 |
| Included automated resolutions | 20 agents × 10 = 200 | $0 |
| Extra automated resolutions (assumes 5,000 verified resolutions a month) | 4,800 × $1.50 committed | $7,200 |
| Copilot for every agent (optional) | 20 × $50 | $1,000 |
| Total with Copilot | $10,500 |
At pay-as-you-go rates the same 4,800 resolutions cost $9,600 instead of $7,200. Change the number of verified resolutions to your own volume: it is the line that moves most.
Per-resolution vs per-conversation AI pricing
Per-resolution pricing charges only for conversations an LLM classifies as resolved. Per-conversation pricing charges for every conversation the AI takes part in. Per-resolution looks cheaper when the AI escalates a lot, because escalations are free. Per-conversation is easier to forecast, because you count conversations, not a classification made after the fact.
Customerly bills Aura per AI conversation. Prices as shown on Customerly's pricing page:
| Zendesk | Customerly | |
|---|---|---|
| Seat price, billed yearly | $19 to $115 per agent a month | $16 (Core), $59 (Growth), $84 (Ultimate) per seat a month |
| Seat price, billed monthly | $25 to $149 per agent a month | $19, $69, $99 per seat a month |
| AI included in the plan | 5 or 10 automated resolutions per agent a month | 10, 20 or 50 AI conversations a month |
| AI price beyond the plan | $1.50 committed or $2.00 pay-as-you-go per automated resolution | $0.45 prepaid or $0.50 on demand per AI conversation |
| What counts | A conversation an LLM verifies as resolved | Any conversation Aura takes part in, answering or running a task, counted once |
Because the units differ, compare total cost on your own volume: how many conversations a month, and how many the AI resolves. Across all Customerly customers, Aura resolves 72% of conversations on average.
What you can negotiate at a Zendesk renewal
The usual levers at a Zendesk renewal are the number of committed automated resolutions, the plan and seat mix, and the add-ons. Committed resolutions cost $1.50 against $2.00 pay-as-you-go, so a realistic forecast of verified resolutions is worth more than a discount on seats. Ask for the verified, contained and escalated split of your last three months before you commit.
Zendesk pricing for large and multi-brand teams
Costs grow fastest for large teams on three lines: seats, add-ons per agent, and automated resolutions. Multi-brand teams also need more help centers (one on Suite Team, up to five on Suite Professional). If you are comparing alternatives at that size, see our Zendesk alternative page and, if you mainly want to replace the AI layer, our guide to Zendesk AI alternatives.
FAQ
How much does Zendesk cost per agent?
Zendesk costs $19 to $115 per agent a month billed yearly, or $25 to $149 billed monthly, on Support Team, Suite Team and Suite Professional. Suite Enterprise is quoted by Zendesk's sales team.
Are Zendesk AI agents included in every plan?
Yes. Zendesk AI agents are included in every Suite and Support plan, with 5 or 10 automated resolutions per agent a month. Resolutions beyond the allowance are billed.
What is a Zendesk automated resolution?
An automated resolution is a conversation the AI agent resolved without a human, confirmed by an LLM that reviews the transcript after the conversation ends. Contained resolutions and assisted escalations don't count against the allowance.
How much does one Zendesk automated resolution cost?
One automated resolution costs $1.50 when committed in advance and $2.00 pay-as-you-go, according to Zendesk's pricing page on 13 October 2026.
Does Zendesk have a free plan?
No. Zendesk offers a 14-day free trial with Suite Professional features.
How much does Zendesk Copilot cost?
Copilot costs $50 per agent a month, paid yearly. It assists human agents and is separate from AI agents, which talk to customers.
Is AI agents Advanced still a separate add-on?
No. Zendesk removed the distinction between Essential and Advanced AI agents in 2026 and includes advanced capabilities in Suite and Support plans.
Compare the cost on your own volume
The number that decides the cost is how many of your conversations the AI resolves. Book a demo to see Aura on your own help center and get a cost estimate at your volume, read how Aura, the AI customer support agent works, or compare Customerly and Zendesk side by side.
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