Plan requirement
| Subscription | Any plan |
| Access | Admin |
Some Zendesk capabilities are not part of any plan level. They are bought on top of what you have, and they attach to every plan.
How an add-on differs from a plan level
Moving from Suite Growth to Suite Professional unlocks a set of features Zendesk decided belong at that level. An add-on works differently: it is a separate purchase that sits alongside your plan, and upgrading your plan does not include it.
That matters when you read our plan requirements. A block that names both a level and an add-on means you need both.
The add-ons that exist
- Copilot. The AI that helps your agents: reply suggestions, ticket summaries, auto assist procedures, intelligent triage, admin copilot and generative search.
- AI agents - Advanced. Deeper automated conversations: custom actions, generative procedures, importing historical data and setting an AI agent as the default responder.
- Workforce Management. Forecasting, scheduling, time tracking and leave.
- Quality Assurance. Scorecards, conversation reviews, AutoQA and coaching.
- Workforce Engagement Management. The bundle containing both of the two above. Where an article says one or the other, having the bundle is enough.
- Advanced Data Privacy and Protection. Advanced encryption, redaction of identified personal data, and deletion schedules.
- Data Center Location. Fixes which region your data is stored in.
Reading the plan block
Two rows carry this. Subscription names the plan level a feature starts at. Also required names the add-on. Where two add-ons are joined by "or", either one is enough, which is normally the bundle case.
Wondering whether an add-on is worth it for you? That depends on how you work, not on the feature list. Ask us before you buy. Add-ons are paid additions and we will tell you honestly when one will not pay for itself.
Comments
0 comments
Article is closed for comments.