You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.

Back then, we were paying $51 per license for agents and $89-90 per license for tech users.

We were paying around $2.25 million per year.

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Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes. 

Compared to this, Confluence doesn't work out very cheap either, but then Confluence is a game of numbers—if you have a lot of people in your company and you're planning to buy it for everybody, then even the documentation team can leverage that. 

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There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high.

I rate the price of Zendesk Support a one out of ten.

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Zendesk Guide is linked to your Zendesk license, so there are no additional costs. 

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We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents. There are no other fees. Many items were actually grandfathered in. We have Zendesk Guide Professional, Zendesk Explore Professional, Zendesk Gather Professional and Zendesk Sunshine Lite. All of these things are not being leveraged as of today. It looks like we were using just Zendesk Support Enterprise, and the vendor was sharing that with us.

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The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore Professional, Zendesk Gather Professional and Zendesk Sunshine Lite. All of these things are not being leveraged today. So it looks like we were just using Zendesk Support Enterprise, and the vendor was sharing with us basically what we had and what we were using.

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We pay about $70/month per agent which is pretty high. We plan to add more agents soon but need to think carefully about who exactly is an "agent" in this context, because the price is quite high. View full review »

Take the time to understand what your workload is before you even move into Zendesk. You will then be able to determine how many agents licenses you require.

Also, understand the requirements for what you need in terms of functionality as Zendesk Enterprise is significantly more costly than Plus but offers much more. You need to work out if you actually need that functionality and what price point is acceptable for the number of agents you have.

Remember, if you are looking at big numbers of agents talk with an account manager and see what price you can get. You will never know unless you give it a go.

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We found the solution to be a bit expensive. We were using the level just below enterprise grade. 

There aren't really any extra costs beyond the standard licensing. 

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The pricing is pretty fair. Of course it all depends on what kind of business you’re running and how much traffic you have and of course how many agents would be using it.

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The price is not cheap but it’s affordable for us. I think we are on the second cheapest deal.

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The price is very competitive.

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You may be able to save by using less agents, depending on how you structure your ticketing workflow.

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Licensing is fairly flexible and they have fairly standard licensing offerings. The sales team did work with us on a solution for our particular need.

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I was not involved with the financial decision making process and thus cannot comment on this question.

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Zendesk might seem a bit pricey at first, but once you get down to what value Zendesk can provide your company - both in terms of saved working hours, happier customers and CX data from multiple channels, it's well worth it!

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The licensing should be more extensive and not broken into individual pieces. It's hard to figure out what you need at the outset.

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I am not entirely sure. I am not involved in purchases.

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I advertise mostly about the price.

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The pricing is much higher than that of other solutions.

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The overhead per agent gets rather expensive once you grow your team.

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I advise primarily about the price.

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I was not included or part of the financial aspects of this product.

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We use the Professional plan, which costs $49 per agent per month.

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