Zendesk pricing combines a plan per agent per month with usage-based AI. As of October 2026, Zendesk’s US pricing page lists Support Team at $19, Suite Team at $55 and Suite Professional at $115 per agent a month on annual billing, and Suite Enterprise through sales. AI agents are included up to an allowance of automated resolutions; each extra one costs $1.50 committed or $2.00 pay-as-you-go.
This guide is for the support lead or founder of an online store who runs Zendesk, or is budgeting for it. Every price below comes from Zendesk’s own pricing page and help centre, read in US dollars on 26 October 2026. Zendesk also bills in EUR, GBP and BRL, and local prices differ. For how Zendesk works for a store as a whole, start at our Zendesk hub.
| Plan | Annual billing (per agent a month) | Monthly billing (per agent a month) | Automated resolutions included (per agent a month) |
|---|---|---|---|
| Support Team | $19 | $25 | 5 |
| Suite Team | $55 | $69 | 5 |
| Suite Professional | $115 | $149 | 10 |
| Suite Enterprise + Copilot | Via sales | Via sales | Via sales |
Source: Zendesk pricing page, USD, as of October 2026. Extra automated resolutions: $1.50 committed, $2.00 pay-as-you-go, on every listed plan.
What does Zendesk cost in 2026?
Zendesk costs $19 to $115 per agent a month on annual billing, as of October 2026, plus whatever your AI uses beyond its allowance and any add-ons. A three-agent team on Suite Team pays $165 a month in seats. A twenty-agent team on Suite Professional pays $2,300. Resolutions, Copilot and other add-ons come on top.
Zendesk describes its own model as “primarily seat-based (per agent, per month)”, with usage-based features and add-ons billed in addition, in the FAQ on its pricing page. That gives you three lines to forecast:
- Seats: your plan price times the number of agents.
- Usage: automated resolutions beyond the allowance, plus usage-based features such as Action Builder and voice above their plan limits.
- Add-ons: products such as Copilot, the Workforce Engagement Bundle and Contact Center, priced separately.
Annual billing is cheaper than monthly; Zendesk labels the annual option “20% off”. Subscriptions run month to month, annually or over several years.
What are the Zendesk pricing plans?
Zendesk’s pricing page lists four customer service plans in October 2026: Support Team, Suite Team, Suite Professional and Suite Enterprise + Copilot. Support Team covers email ticketing. Suite plans add messaging, live chat, voice, a help centre and AI agents. Suite Enterprise adds governance features and bundles Copilot, and is priced through sales.
- Support Team ($19, or $25 monthly): for teams that have “outgrown a shared inbox”. Email and ticketing, routing, prebuilt dashboards, macros and automations. Zendesk’s plan comparison marks AI agents for email as included.
- Suite Team ($55, or $69 monthly): adds messaging and live chat, which AI agents on messaging need, plus a knowledge base, omnichannel routing and telephony.
- Suite Professional ($115, or $149 monthly): adds admin copilot, App Builder, AI writing tools, quick reports, skills-based routing and an IVR phone tree. Zendesk marks it “Most popular”.
- Suite Enterprise + Copilot (via sales): adds intelligent triage, auto assist, generative AI for voice, approval workflows, a sandbox and custom agent roles.
Older guides still list a Suite Growth plan; the October 2026 pricing page no longer shows it among the plans. For what each Zendesk product does, see our guide to Zendesk products.
How does Zendesk bill its AI?
Zendesk bills its AI agents per automated resolution. Every Suite and Support plan includes an allowance, 5, 5 or 10 per agent a month on the listed plans and up to 10,000 a year. Above that, each resolution costs $1.50 when bought in advance or $2.00 pay-as-you-go, as of October 2026. Zendesk’s help centre also describes a newer allowance counted in dollars, covered below. Copilot is a separate add-on.
| AI cost line | Price on zendesk.com (October 2026) | How it is billed |
|---|---|---|
| AI agents | Included in every Suite and Support plan | Per automated resolution, above the plan allowance |
| Included automated resolutions | 5 (Support Team), 5 (Suite Team), 10 (Suite Professional) per agent a month | Up to 10,000 a year |
| Committed automated resolutions | $1.50 each | Bought in advance |
| Pay-as-you-go automated resolutions | $2.00 each | Charged monthly for usage above the allowance |
| Copilot add-on | $50 per agent a month, paid yearly | Per agent, on Professional and higher plans |
| Forethought AI agents | Via sales | No list price |
Sources: Zendesk pricing page and help centre articles linked below, read on 26 October 2026.
What counts as an automated resolution?
An automated resolution is a customer request the AI agent resolves without escalating to a person. Zendesk’s pricing FAQ says you “pay only for customer requests that were successfully resolved by the AI agent”. Since 18 May 2026 Zendesk sorts each AI conversation into one of three resolution tiers.
- Assisted escalation: the AI helped, for example by collecting details, and a person finished. It does not count against your allowance.
- Contained resolution: the AI handled the conversation and the customer asked for nothing more, but an LLM check did not confirm the outcome. It does not count against your allowance.
- Verified resolution: the AI handled it and an LLM check confirmed the request was resolved. This is the tier that is billed.
Zendesk settles the tier when the conversation ends: 72 hours after the first email, two hours after the first message on messaging by default, and at hang-up on voice. Our Zendesk chatbot guide covers what replaced Answer Bot and how its resolutions counted.
What happens when you pass the allowance?
By default, AI agents keep answering and the extra resolutions are billed at pay-as-you-go rates. Zendesk’s article on resolution allowances says you can instead pause AI agents at the limit, which routes more requests to your team. Unused monthly allowance does not carry over.
That article also describes a newer form of the allowance, a “flexible currency pool” in dollars rather than a count of resolutions. The cost of each resolution tier is drawn from it. The default is $2 per agent seat a month on Suite Team, $5 on Suite Professional and $10 on Suite Enterprise, and $2 on Support plans, up to $5,000 a year.
Zendesk’s upgrade article says it gives existing accounts 30 days’ notice before moving them to this model, and refers tier pricing to its sales team.
The pricing page still lists resolution counts and $1.50 or $2.00 per extra resolution, and the examples below use those published figures. Ask Zendesk which model your contract uses before you forecast.
What do Copilot and Forethought cost?
Copilot, Zendesk’s AI for your human agents, is an add-on at $50 per agent a month paid yearly and can be added to Professional and higher plans. Suite Enterprise is sold with Copilot. Our Zendesk Copilot guide covers what it does.
Forethought AI agents, which Zendesk bought in March 2026, are sold through sales with no public price. Zendesk’s allowance article says Forethought plans include no default resolution allowance and always allow overage. For the AI products as a whole, see our Zendesk AI explainer.
What does Zendesk cost at 1,000, 5,000 and 10,000 tickets a month?
With published prices only, a store pays about $593 to $735 a month at 1,000 tickets, $3,250 to $3,950 at 5,000 and $6,500 to $7,900 at 10,000, before Copilot. The range is committed versus pay-as-you-go resolutions. These are illustrations built on our own assumptions, not Zendesk quotes:
- 30% of tickets end in a verified AI resolution.
- Team sizes of 3, 10 and 20 agents, on the plans shown.
- Seats billed annually.
- The resolution-count model on the pricing page, not the newer dollar allowance.
| 1,000 tickets a month | 5,000 tickets a month | 10,000 tickets a month | |
|---|---|---|---|
| Plan and team | Suite Team, 3 agents | Suite Professional, 10 agents | Suite Professional, 20 agents |
| Seats (annual billing) | 3 × $55 = $165 | 10 × $115 = $1,150 | 20 × $115 = $2,300 |
| Verified AI resolutions (30%) | 300 | 1,500 | 3,000 |
| Included in the plan | 3 × 5 = 15 | 10 × 10 = 100 | 20 × 10 = 200 |
| Extra resolutions | 285 | 1,400 | 2,800 |
| Extra at $1.50 committed | $427.50 | $2,100 | $4,200 |
| Extra at $2.00 pay-as-you-go | $570 | $2,800 | $5,600 |
| Monthly total, committed | $592.50 | $3,250 | $6,500 |
| Monthly total, pay-as-you-go | $735 | $3,950 | $7,900 |
| Copilot, if added ($50 per agent) | Not available on Suite Team | + $500 | + $1,000 |
Prices from Zendesk’s pricing page in USD, as of October 2026. Team sizes, annual billing and the 30% rate are our assumptions, not Zendesk figures; the sums exclude tax, voice usage and other add-ons. On the dollar allowance the included part and the tier prices differ, so ask Zendesk for a quote.
The arithmetic is the same in every column: seats are agents times the plan price; extra resolutions are verified AI resolutions minus the plan allowance; the AI line is extra resolutions times $1.50 or $2.00. The included allowance stays small next to the AI volume, so the resolution line grows with the share of tickets your AI closes.
At 10,000 tickets a month, every extra 10 percentage points of verified AI resolutions adds 1,000 resolutions, which is $1,500 committed or $2,000 pay-as-you-go a month at these prices. Monthly instead of annual billing adds $34 per agent a month on Suite Professional ($149 instead of $115): $340 for the 10 agents at 5,000 tickets and $680 for the 20 agents at 10,000.
What else should you budget for?
Beyond seats and resolutions, Zendesk lists add-ons priced per agent, usage-based features with plan limits, and enterprise terms set by sales. Annual billing lowers the seat price; pay-as-you-go resolutions are charged monthly. The table lists the add-ons Zendesk features on its US pricing page in October 2026.
| Item | Price on zendesk.com (October 2026) |
|---|---|
| Copilot | $50 per agent a month, paid yearly |
| Workforce Engagement Bundle | $50 per agent a month, paid yearly |
| Contact Center | $83 per agent a month, paid yearly |
| Extra Action Builder credits | $200 per 100,000 actions per subscription term |
| Quality assurance | A QA add-on, also covered by the Workforce Engagement Bundle |
| Suite Enterprise and Forethought AI agents | Via sales |
Source: Zendesk pricing page, USD, read on 26 October 2026.
- Annual or monthly: annual seats cost less; Zendesk labels the annual option “20% off”. Monthly billing keeps the term flexible.
- Usage limits: Action Builder includes a set number of actions per plan, up to 100,000 a month on Suite Professional; App Builder and voice are also billed on usage above plan allowances.
- Plan changes: Zendesk says upgrades and downgrades may apply immediately or at renewal, depending on your terms.
- Enterprise: enterprise plans generally go through sales, often with invoice billing.
How do you forecast your Zendesk bill?
Forecast a Zendesk bill from your ticket volume, not your seat count alone. Count the agents who need a full seat, estimate how many tickets your AI will resolve in a peak month, subtract the plan allowance and price the rest at $1.50 or $2.00. Then add the add-ons you need and confirm the result with Zendesk.
- Seats: multiply agents by the plan price, annual or monthly.
- Peak volume: use your busiest month, such as Black Friday or a sale, not the average.
- Verified resolutions: estimate the share of tickets the AI will close without a person, and multiply.
- Allowance: subtract the included resolutions (agents times 5 or 10).
- Rate: price the remainder at $1.50 committed or $2.00 pay-as-you-go, and decide whether to allow overage or pause.
- Add-ons: add Copilot, workforce, voice or other products per agent.
- Check the model: ask Zendesk whether your account uses resolution counts or the newer currency allowance.
Zendesk’s pricing page also links an ROI calculator for AI agents. For a store, the useful number is the cost of each resolved ticket at your own mix of order, return and delivery questions. If you are weighing other help desks, our Zendesk alternatives guide and Freshdesk comparison cover the field.
Where does Engaige fit?
Engaige (that’s us) is the e-commerce-native AI support agent that plugs into the Zendesk you already run, actually resolves across your stack and keeps improving itself. Keep your helpdesk. Replace the AI. Behind the agent is Engaige AI, which learns from your conversations and inputs, configures your support agent and shows which policies it used.
How it is priced. Engaige is a flat monthly fee tied to your ticket volume, predictable as you scale. You keep your Zendesk plan for your team; Engaige works inside it through our Zendesk integration, with no migration of tickets, macros or history.
How it works in Zendesk. Engaige is live in Agent Assist in hours. Every reply your team sends is compared with what the agent suggested, one of the signals Engaige AI learns from, and it proposes changes with its reasoning for you to approve. Ticket types go autonomous one at a time; once autonomous, Engaige takes the action, replies to the customer and closes the ticket in Zendesk.
Built for the store. Engaige reasons in the order lifecycle: where an order is, whether it can still change, whether a return is inside the window. On Shopify it combines live Admin API data with the marketing content from your storefront, and takes native actions such as refunds, cancellations and address changes. At Otrium, Engaige resolves 60% of 120,000 annual tickets end to end.
With Engaige, we are able to automatically resolve 60% of the 120,000 support tickets that we receive annually.
Frequently asked questions
How much does Zendesk cost per agent?
As of October 2026, Zendesk’s US pricing page lists Support Team at $19, Suite Team at $55 and Suite Professional at $115 per agent a month on annual billing, or $25, $69 and $149 on monthly billing. Suite Enterprise is priced through sales.
Is there a free plan or a free trial?
Zendesk’s pricing page lists no free plan. It offers a 14-day free trial of Suite Professional with Copilot included by default. Its startups programme gives qualifying early-stage startups six months free for up to 50 agents as standard, and up to two years through Zendesk’s VC and accelerator partners.
How are Zendesk AI resolutions counted?
The pricing page lists 5 or 10 automated resolutions per agent a month, up to 10,000 a year, and $1.50 committed or $2.00 pay-as-you-go for extra ones. Since 18 May 2026 only a verified resolution counts; assisted escalations and contained resolutions do not. Accounts on Zendesk’s newer resolution allowance get a dollar budget per seat instead, so check which model your contract uses.
What does Zendesk Copilot cost?
Copilot is an add-on at $50 per agent a month, paid yearly, as of October 2026. It can be added to Professional and higher plans, and Suite Enterprise is sold with Copilot.
Is annual or monthly billing cheaper?
Annual billing. Suite Professional costs $115 per agent a month paid yearly against $149 paid monthly, and Zendesk labels the annual option “20% off”. Monthly billing keeps the term flexible.
What does Zendesk cost for 10,000 tickets a month?
With 20 agents on Suite Professional and 30% of tickets resolved by AI, published prices add up to $6,500 a month with committed resolutions or $7,900 pay-as-you-go, before Copilot and other add-ons. Your own team size and automation rate change the sum.
Can I keep Zendesk and use Engaige?
Yes. Engaige plugs into the Zendesk you already run and replaces the AI on your tickets, with no migration. It is priced as a flat monthly fee tied to your ticket volume, predictable as you scale. Keep your helpdesk, replace the AI.
