Zendesk AI
Zendesk
★ #49 in Conversational AIProduct status: Status not recorded
No lifecycle review is recorded for this listing. Its inclusion in the directory does not confirm current availability; check the vendor before relying on it.
No status check date recorded
Zendesk's support platform combines AI agents, knowledge tools, Copilot assistance and quality workflows, with human-agent seats, automated-resolution usage and add-ons priced separately. No lifecycle review is recorded for this listing. Its inclusion in the directory does not confirm current availability; check the vendor before relying on it.
Product preview
Decision notes
Official-document research
Based on the cited documentation. We did not use the product, purchase a plan, or run quality, speed or reliability tests in this review.
Consider it for
- Teams with defined support processes and human review
- Buyers able to model seats, outcomes and add-ons
Choose another approach if
- A single fixed fee for unlimited autonomous support
- Assuming all customer data is untrained or deleted within30days
Pricing and conditions
Documented terms
The page's $ figures per human agent/month are Support Team19 yearly-paid or25 monthly-paid, Suite Team55/69 and Suite Professional115/149; annual figures are monthly equivalents, not monthly invoices. Copilot adds50/agent/month paid yearly; Enterprise is quoted. The page supports USD/EUR/GBP/BRL, but checkout currency, region and total require confirmation; customer terms make taxes additional. Included automated resolutions are listed as5/5/10 per agent/month by plan with an up-to10,000/year cap; committed extra usage is1.50/resolution and pay-as-you-go2.00, not tokens/messages. Overages can be billed monthly in arrears; caps take effect next period and dashboards can lag. Limited Copilot access is a separate5 uses/agent/month pool capped500/instance/month. The14-day trial is not a permanent free tier. Term commitments, renewal, non-refund and no in-term seat reductions depend on the order/channel; credits expire under service-specific conditions.
Pricing source read:
Pricing or terms sourceCode, model and service licensing
The customer agreement grants internal-business service access, not ownership of software/models or unrestricted resale; each human Agent login is individual. Customers retain relative Service Data rights while permitting service, security and improvement processing. Order, reseller, supplemental and DPA terms can alter the applicable scope; the read customer agreement was a regional /in/ route, not proof all regions have identical contracts. Zendesk generic classification/clustering may train on sanitized data, with a support-request subdomain opt-out under supplemental terms; third-party generative providers' no-training statement is separate. Review AI outputs and disclose AI where required; third-party content/IP and developer API/SDK terms remain. DPA governs instructions and cross-border processing. Deletion follows the service-specific policy: ordinary cancellation waits90days before the process starts, trials and Ultimate have other periods, and account/billing metadata lies outside that policy. This is neither universal zero retention nor a blanket30-day deletion promise.
Basis and limits of the recorded score
The original rating 4.3 is retained. Its underlying scoring rubric was not recorded; this documentation review does not rescore performance.
Overview
Zendesk AI covers several support capabilities rather than a single unlimited bot: knowledge tools, AI agents, Copilot for human agents and quality/workflow features. Suitability depends on the support plan, enabled channels, permissions and the particular add-on. Published automation and savings claims were not independently tested.
A human-agent seat, a Copilot entitlement and an automated resolution are different billable items. An automated resolution is a qualifying outcome without human escalation, not each message or model token. Reporting delays, anonymous cross-device sessions and when a cap takes effect can affect consumption. Service-data training and deletion also depend on the named service and contract.
Sources
The factual claims in this review were read from the pages below. Each date is when an editor last opened the source, not when the product changed.
- Vendor site Checked 2026-10-15
- Vendor pricing page Checked 2026-10-15
- Vendor documentation Checked 2026-10-15
- Vendor documentation Checked 2026-10-15
- Vendor documentation Checked 2026-10-15
- Vendor documentation Checked 2026-10-15
- Vendor documentation Checked 2026-10-15
Pros / Cons
Pros
- Published seat and automated-resolution pricing
- Support-agent and self-service tools in one ecosystem
Cons
- Base seats, add-ons and usage create separate costs
- Training and deletion rules vary by service and contract
Who it's for
Support teams comparing human-agent assistance and AI resolution
Helpdesks budgeting automated outcomes alongside staffing
Bottom line
Budget seats, Copilot and automated resolutions separately, and validate the exact service's training, cap and deletion conditions before routing customer data.
Key Features
Tags
Frequently asked questions
Is Zendesk AI currently available?
No lifecycle review is recorded for this listing. Its inclusion in the directory does not confirm current availability; check the vendor before relying on it.
What is Zendesk AI?
Zendesk AI is a Conversational AI tool developed by Zendesk. Zendesk's support platform combines AI agents, knowledge tools, Copilot assistance and quality workflows, with human-agent seats, automated-resolution usage and add-ons priced separately.
What costs and terms should I check for Zendesk AI?
The page's $ figures per human agent/month are Support Team19 yearly-paid or25 monthly-paid, Suite Team55/69 and Suite Professional115/149; annual figures are monthly equivalents, not monthly invoices. Copilot adds50/agent/month paid yearly; Enterprise is quoted. The page supports USD/EUR/GBP/BRL, but checkout currency, region and total require confirmation; customer terms make taxes additional. Included automated resolutions are listed as5/5/10 per agent/month by plan with an up-to10,000/year cap; committed extra usage is1.50/resolution and pay-as-you-go2.00, not tokens/messages. Overages can be billed monthly in arrears; caps take effect next period and dashboards can lag. Limited Copilot access is a separate5 uses/agent/month pool capped500/instance/month. The14-day trial is not a permanent free tier. Term commitments, renewal, non-refund and no in-term seat reductions depend on the order/channel; credits expire under service-specific conditions.
Is Zendesk AI open source?
The customer agreement grants internal-business service access, not ownership of software/models or unrestricted resale; each human Agent login is individual. Customers retain relative Service Data rights while permitting service, security and improvement processing. Order, reseller, supplemental and DPA terms can alter the applicable scope; the read customer agreement was a regional /in/ route, not proof all regions have identical contracts. Zendesk generic classification/clustering may train on sanitized data, with a support-request subdomain opt-out under supplemental terms; third-party generative providers' no-training statement is separate. Review AI outputs and disclose AI where required; third-party content/IP and developer API/SDK terms remain. DPA governs instructions and cross-border processing. Deletion follows the service-specific policy: ordinary cancellation waits90days before the process starts, trials and Ultimate have other periods, and account/billing metadata lies outside that policy. This is neither universal zero retention nor a blanket30-day deletion promise.
What are the best alternatives to Zendesk AI?
Notable Conversational AI alternatives include ChatGPT, Claude, Gemini. Browse all 67 tools in our Conversational AI category for a full overview.
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Basic Info
- Pricing
- Paid
The page's $ figures per human agent/month are Support Team19 yearly-paid or25 monthly-paid, Suite Team55/69 and Suite Professional115/149; annual figures are monthly equivalents, not monthly invoices. Copilot adds50/agent/month paid yearly; Enterprise is quoted. The page supports USD/EUR/GBP/BRL, but checkout currency, region and total require confirmation; customer terms make taxes additional. Included automated resolutions are listed as5/5/10 per agent/month by plan with an up-to10,000/year cap; committed extra usage is1.50/resolution and pay-as-you-go2.00, not tokens/messages. Overages can be billed monthly in arrears; caps take effect next period and dashboards can lag. Limited Copilot access is a separate5 uses/agent/month pool capped500/instance/month. The14-day trial is not a permanent free tier. Term commitments, renewal, non-refund and no in-term seat reductions depend on the order/channel; credits expire under service-specific conditions.
- Editorial score
- ★ 4.3 / 5 How we score
- Platforms
- WebAPI
- Last verified
- Not recorded
