Zendesk. Pricing model: Hybrid (base + usage). Value metric: Per agent seat plus automated resolutions (outcome-based) beyond an included allowance.
At a glance
| Company | Zendesk |
|---|---|
| What it does | Zendesk Suite + AI agents |
| Pricing model | Hybrid (base + usage) |
| Value metric | Per agent seat plus automated resolutions (outcome-based) beyond an included allowance |
| Free tier | Free trial. |
| Pricing page | www.zendesk.com/pricing/ |
Plans and prices
Prices as published on Zendesk's pricing page, checked 27 October 2026. They change often; check the live page before you rely on them.
| Plan | Price | Billing | What you get |
|---|---|---|---|
| Support Team | $19 annual / $25 monthly | per agent per month | 5 automated resolutions per agent/month |
| Suite Team | $55 annual / $69 monthly | per agent per month | 5 ARs per agent/month |
| Suite Professional | $115 annual / $149 monthly | per agent per month | 10 ARs per agent/month |
| Suite Enterprise + Copilot | Talk to sales | custom | |
| Automated resolution (extra) | $1.50 committed / $2.00 pay-as-you-go | per resolution | |
| Copilot add-on | $50 | per agent per month, annual |
Usage component. AI agent resolutions beyond the included pool billed per automated resolution (request resolved without human escalation).
How credits/tokens work. Included ARs pooled by agent count; overage billed automatically with a visibility dashboard.
What changed in 2025–2026
Aug 2024: outcome-based pricing launched. May 2026 (Relate): outcome pricing expanded, with dual verification of billed resolutions, automatic overage billing and a usage dashboard; acquired Forethought and Unleash.
What you can steal
Pricing
Zendesk added 'dual verification' of billed resolutions because customers questioned what counted. Build an auditable outcome definition into the product from the start.
Sources
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Robert Coorey, MBA
Robert is the author of The Subscription Playbook and Feed a Starving Crowd and a Director at BPAG Accountants in Sydney. More about Robert.