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FEATURE COMPARISON

LITE TEAM PROFESSIONAL ENTERPRISE

PRICING

Monthly pricing (billed $14 USD per $29.00 USD per $59.00 USD per
Free
annually) month/agent month/agent month/agent

$19.00 USD
Monthly pricing (billed $35.00 USD per $70.00 USD per
Free per
monthly) month/agent month/agent
month/agent

Total AgentsTotal number

of agents supported by the only 1 Unlimited Unlimited Unlimited
plan.

SUPPORT FROM THE

ZENDESK TEAM

Self-service Help Center &

CommunityRegularly
updated Help Center with
V V V V
articles about Zendesk
Chat features and use
cases.

Email supportEmail us on
V V V
chat@zendesk.com.

Live Chat SupportReal-

time support via the chat only 24X5 only 24X5 24X7
widget on our website.

CHAT EXPERIENCE

Concurrent chatsNumber
only 1 Unlimited Unlimited Unlimited
of simultaneous chats.

Chat ratingAllow visitors to

V V V V
rate their chat experience.

ShortcutsConvert a few
characters into complete
V V V V
sentences using preset
commands.

Automatic translationChats
are automatically
translated within the V V V V
dashboard (powered by
Google Translate).

Android and iOS Apps V V V V

Pre-chat formAsk visitors

for their personal
V V V V
information before starting
a chat.

Offline formVisitors can

send you a message when
Always
you are not logged into the Customizable Customizable Customizable
on
dashboard (or appearing
invisible)

File sendingTransfer files

between you and your V V V
visitors.

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MANAGEMENT

Chat historyBrowse past only 14

Unlimited Unlimited Unlimited
chats. days

Visitor listMonitor all

visitors on your website
right from the dashboard. V V V V
View their country of origin,
browser, OS, and referrer.

Chat tagsOrganize your

chats and give them
V V V V
context with customizable
labels.

Transfer chats between

agents and
departmentsThe agent
V V V
serving a chat can transfer
it to another agent or
department.

TriggersTriggers let you

automatically create
actions based on specific 2 Triggers Unlimited Unlimited
criteria - a great way to
target high value leads.

DepartmentsGroup your
2
agents into different Unlimited Unlimited
Departments
departments.

Operating Hours V V

Chat routingAutomatically
route incoming chats to V V
assigned agents.

Skills-based routingBy
automatically pairing
customers with the right
agent, you can reduce V
response times and
increase customer
satisfaction.

Roles and
permissionsSpecify
granular permissions for
V
agents, and control what
they have access to in
Chat.

High-load
dashboardCustomers who
have increased traffic can
V
use the High-load
dashboard and enjoy a
smoother experience.

CUSTOMIZATION

Chat widget
customizationChange the
V V V V
title, color, and position of
the chat widget.

Advanced widget
customizationChange the
widget size, message V V V
styling, and add an agent

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avatar.

Chat BadgeCatch your

visitor’s attention with a Customizable Customizable Customizable
prominent Chat Badge.

Hide widget when

offlineHide the chat widget
from your website when
V V V
you are not logged into the
dashboard (or appearing
invisible).

Widget unbrandingRemove
the "Zendesk Chat"
V
branding from your chat
widget.

ANALYTICS &
REPORTING

Chat and agent

reportsTrack your chat
volume, monitor agent
By Organization
productivity, and use the Only by Organization
and Department
metrics to anticipate
customer needs and
increase satisfaction.

Email reportsQuick
overview of chat and agent Daily/Weekly
Only Weekly/Monthly
activity delivered straight to /Monthly
an admin’s inbox.

Agent leaderboardBrowse
your agent stats, including
chats served, completed,
V V
response time, average
duration, and satisfaction
ratings.

Conversion trackingCreate
business goals to measure
how often your customers
complete target objectives V V
—whether it’s making a
purchase or signing up for
a newsletter. Learn more.

Real-time monitorUse real-

time metrics on chat
volume, visitor experience,
and agent performance to V
identify potential problems
and quickly remedy the
situation.

PLATFORM

Mobile Chat SDKBring live

chat natively into your iOS
and Android apps. Visit V V V V
developer.zendesk.com for
more details.

Zendesk Support
integrationIntegrate
Zendesk Chat with Support V V V V
and manage your customer
interactions.

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Third-party
integrationsIntegrations for
V V V
WordPress, Shopify,
Salesforce and JIRA.

JavaScript API More

granular customization
options for the chat widgit. V V V
Visit api.zopim.com for
more details.

Zendesk MessageExtend
live support to popular
messaging channels like
V V V
Facebook Messenger,
Twitter Direct Message,
and LINE.

REST APIExport chat,

agent, and visitor data into
third party tools or build V V V
your own app to manage
Chat data.

Public appsConnect your

favorite business tools and
bring customer context and
V V V
information into Chat.
Requires Zendesk Support
Team.

Private appsBuild your own

Zendesk Chat App for
exclusive use within your V V
account. Requires Zendesk
Support Professional.

Custom Font APIChange

the font on the chat widget.
V V
Visit api.zopim.com for
more details.

Real-Time APIAll metrics in

Real-Time Monitoring are
V
available via the Real-Time
API

Web SDKBuild a
completely unique chat
experience for your V
customers with the Web
SDK

SECURITY

SSL EncryptionSSL
encryption for users and
V V V V
customers connecting to
Chat.

Visitor banningBan specific

IP addresses to avoid V V V V
spam

EncryptionCommunications
between you and Zendesk At rest (when
servers are encrypted via you purchase the
In transit In transit In transit
industry best-practices Advanced
HTTPS and Transport Security Add-On)
Layer Security (TLS).

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Disaster recovery Our

disaster recovery program Enhanced (when
ensures that our services you purchase the
Standard Standard Standard
remain available or are Advanced
easily recoverable in the Security Add-On)
case of a disaster.

Blacklist Country Hide the

chat widget in specific V V V
countries.

Whitelist Domains Limit

which websites can show
your chat widget and
V V V
ensures that no-one can
take your code and use it
on other domains.

IP access restriction
Restrict logins to the
V
dashboard via a specific or
range of IP addresses.

Industry certification
(including HIPAA)Zendesk
has successfully completed
a HIPAA/HITECH Requires a
assessment and can make Zendesk Support
its Business Associate account
Agreement (BAA) available
for execution by
subscribers.

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