Zendesk add-ons are extra subscriptions that customers attach to a Zendesk Suite or Zendesk Support plan. Zendesk’s help center sorts them into add-ons “for new capabilities” and add-ons “for increased capacity”. It also notes that account owners and billing admins can buy some of them in the product, while the rest go through sales.[1] The most important for licence management are Copilot, an AI assistant for human agents, and the workforce engagement management products: Zendesk WFM (workforce management, formerly Tymeshift) and Zendesk QA (quality assurance, formerly Klaus). All three are priced per agent and inherit the account’s seat count.
Editions
Add-ons for new capabilities
The help center lists these capability add-ons and the plans they can be bought on:[1]
| Add-on | Available on |
|---|---|
| Copilot | Suite Professional and above; Support with Knowledge Professional or above |
| Suite + Copilot (bundle) | Suite Professional and above |
| Generative Search Extender | All Suite plans; Support with Knowledge Professional and above |
| Advanced Data Privacy and Protection (ADPP) | Suite Enterprise and above; Support Enterprise |
| Agent Months | Suite Enterprise and above; Support Enterprise |
| Collaboration (light agents and side conversations) | Support Professional and above |
| Sandbox | Suite Growth and above; Support Growth and above |
| Help center, Live chat and messaging | All Support plans (included in Suite) |
| Explore | Support Professional and above |
| Workforce management (WFM), Quality Assurance (QA), WEM bundle | All Suite and Support plans |
| Contact Center | All Suite plans |
Add-ons for increased capacity
Capacity add-ons raise a limit that comes with the plan:[1]
- Light agents. Available on all Suite plans and Support Professional and above. “Support plans do not include any light agents.”
- WhatsApp numbers. Suite includes five numbers, and more can be bought.
- More Storage. Available on all plans. Storage is sold in fixed increments; the smallest data increment is 500 MB.[8]
- High Volume API. Raises the API limit to 2,500 requests per minute. It “Requires a minimum of 10 agent seats to purchase” and is included with Suite Enterprise Plus. Catalog proof: High Volume API add-on requires at least 10 agent seats.
- Voice usage credits. Pay-as-you-go minutes for voice calls and texts.
- Sunshine conversations MAU and notifications. Packs of 2,500 monthly active users and 25,000 notifications on Suite Professional and above.
- Automated resolutions. Recurring packs at a discounted price.
- IT assets. Packs of 500 asset records.
Metrics
Seat-priced add-ons use the Agent metric of the underlying plan. The Light agents add-on is counted in Light agent seats. Capacity add-ons are counted in their own units, such as requests per minute, gigabytes, phone numbers or monthly active users.[1]
Counting / floors
Copilot
The pricing page lists Copilot at USD 50 per agent per month paid yearly.[2] Zendesk describes it as “a set of features that expand on the AI offerings already built into the Zendesk Suite”. The buying guide says it is available “for all Suite plans and for Support Professional and Enterprise plans”, but the plan table in the same guide lists only Suite Professional, Enterprise and Enterprise Plus.[3] The add-on overview also restricts it to Suite Professional and above.[1] Online-assisted accounts can buy it in the shopping cart. Self-service and managed accounts are told to contact their account representative.[3]
New customers buying Suite Professional or above can take the Suite + Copilot bundle, which “includes both Zendesk Suite and the Zendesk Copilot add-on at a discounted price” and is sold through Zendesk Sales.[3] The public pricing page now shows the Enterprise tier only as “Suite Enterprise + Copilot”.[2]
Customers without the add-on still get some Copilot features on Professional and above, with a pooled allowance of five uses per agent per month, capped at 500 a month. “Customers with the Copilot add-on have unlimited usage”.[4] Several features are limited to add-on customers. These include the “Rewrite in your tone” writing tool, internal notes in ticket summaries, and the use of intelligent triage classifications in triggers and automations.[4] A 30-day free trial of the add-on is available.[4] Catalog proof: Included Copilot uses: 5 per agent per month, pooled, capped at 500.
Zendesk WFM, Zendesk QA and the WEM bundle
Zendesk WFM provides planning, scheduling and adherence monitoring. Zendesk QA automates quality review of support interactions with AI. The WEM bundle combines the two “for a discounted price”.[5] The pricing page lists the Workforce Engagement Bundle at USD 50 per agent per month paid yearly.[2]
The counting rule is all agents or none. Zendesk states: “When you buy an add-on, you purchase it for all agents in your account”.[5] A customer cannot license WFM or QA for a subset of agents, such as one team or one site. The add-on quantity follows the seat count of the plan. This is consistent with the seat parity rule, under which a seat bought for Suite extends to products and add-ons that “require seat parity with Support”.[9] Online-assisted and self-service accounts can buy WEM add-ons in Admin Center. Managed accounts buy through sales.[5] Catalog proof: WEM add-ons are purchased for all agents.
The Service-Specific Terms add use restrictions for both products. Neither may be used for “automated decision-making” as described in GDPR Article 22, or for purposes that could materially affect the outcome of an employment decision. A customer that deploys the WFM Time Tracker Chrome extension must make sure its use of the data complies with law and agent privacy expectations.[6] Neither product is currently covered by Premier support, Advanced Data Privacy and Protection or Enhanced Disaster Recovery, and Zendesk QA is also outside the Data Center Location add-on.[6] Buyers who rely on those programs elsewhere in their Zendesk estate should note these exclusions.
Contact Center
The Contact Center add-on lists at USD 83 per agent per month paid yearly (Contact Center add-on).[2] It is “Built on Amazon Connect”.[1] Under the Service-Specific Terms, its telecommunication services and other software capabilities are Third-Party Products, and Zendesk “is not the provider” of them. Its generative AI features are “powered by Zendesk Copilot”.[6] Changes to the third-party provider’s terms or fees “do not relieve Customer of its obligations to Zendesk”.[6]
Light agents add-on
Suite Team has no included light agents and can only add them as an add-on. Growth and above include a default number that can be increased by purchase. Self-service and online-assisted Suite accounts buy more light agents from the Subscription page. Managed accounts go through their account representative. Support-only customers use the Collaboration add-on.[7] Catalog proof: Included light agent limits by Suite plan.
Virtualization & partitioning
Not applicable. Add-ons attach to a Zendesk account, and seat-priced add-ons follow the account’s agent count.
Cloud / BYOL
All add-ons are delivered as part of the Zendesk service. Contact Center depends on Amazon Connect as a Third-Party Product. The retrieved documents contain no bring-your-own-licence option for any add-on.[6]
Programs
- Suite + Copilot bundle: a discounted bundle for new Suite Professional and above customers.
- Agent Months: sold as an Enterprise add-on, covered in Zendesk Suite plans and agent seats.
Out of scope
- Legacy add-ons, which Zendesk lists in a separate help center article.
- Prices for ADPP, Sandbox, High Volume API, More Storage and the other add-ons that have no list price on the pricing page.
- Zendesk Sell add-ons and Sunshine platform pricing.