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Zendesk

Zendesk sells Zendesk Suite and Zendesk Support as cloud subscriptions priced per agent seat per month, with light agents and contributors free within plan limits, AI agent usage billed per automated resolution against an allowance, and add-ons such as Copilot, Zendesk WFM and Zendesk QA, all under the Zendesk Customer Agreement and its Service-Specific Terms.

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Overview articleZendesk licensingZendesk sells Zendesk Suite and Zendesk Support as cloud subscriptions priced per agent seat per month, with light agents and contributors free within plan limits, AI agent usage billed per automated resolution against an allowance, and add-ons such as Copilot, Zendesk WFM and Zendesk QA, all under the Zendesk Customer Agreement and its Service-Specific Terms.Cited · Edited 2026-10-06 · 16 references

Guides

Zendesk Suite plans and agent seatsCited · Edited 2026-10-06Zendesk AI agents and automated resolutionsCited · Edited 2026-10-06Zendesk add-ons: Copilot, WFM and QACited · Edited 2026-10-06Zendesk Customer Agreement and subscription termsCited · Edited 2026-10-06

Licensing Data

From the Zendesk catalog: how usage is counted, the rules that apply, the programs licences are bought through and the SKUs. Backed by 49 verbatim excerpts from 31 Zendesk documents.

Products

All 14 Products

Help Desk Software 5

Zendesk Copilot, Zendesk Employee Service Suite, Zendesk Suite, Zendesk Support, Zendesk Support (Collaboration add-on)

Customer Service Automation Software 4

Forethought AI agents by Zendesk, Zendesk Action Builder, Zendesk AI agents, Zendesk for Contact Center

Live Chat Software 2

Sunshine Conversations, Zendesk messaging

Knowledge Management Software 1

Zendesk Knowledge (Guide)

CRM Software 1

Zendesk Sell

Workforce Management Software 1

Zendesk WFM and Zendesk QA

Product History

All acquisitions
  1. Zendesk acquired Local MeasureAnnounced 2025-02-24 · Closed 2025-05-20

    Zendesk acquired Local Measure, a contact center as a service (CCaaS) and voice provider integrated with Amazon Connect, and offers the combined capability as Zendesk for Contact Center.

    Legacy productBecame
    Local MeasureMerged into Zendesk for Contact Center · Digital and voice channels unified in one platform
    Licensing impact
    • Zendesk signed a definitive agreement on 24 February 2025, with closing expected in May 2025.[1]
    • Zendesk completed the acquisition on 20 May 2025 after Local Measure shareholder approval and regulatory and court approvals under Australian law, and said the integration is offered as Zendesk for Contact Center.[2]
    Sources and full product history
  2. Zendesk acquired KlausAnnounced 2024-01-08 · Closed 2024-02-12

    Zendesk acquired Klaus, an AI-powered quality management platform for customer service, and added it to its workforce engagement management (WEM) solutions alongside Tymeshift.

    Legacy productBecame
    KlausMerged into Zendesk WEM solutions · Added next to Tymeshift workforce management
    Licensing impact
    • Zendesk signed a definitive agreement on 8 January 2024, with closing anticipated in the first quarter of 2024 subject to regulatory approvals.[1]
    • Zendesk completed the acquisition on 12 February 2024 and described Klaus as the latest addition to its WEM solutions, which already included Tymeshift.[2]
    Sources and full product history
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