Plan requirement
| Subscription | Any plan |
| Access | Agent |
Zendesk is not one product but a set of them that share the same customers, the same users and the same tickets underneath.
The parts you will meet
"Zendesk" covers five things.
- Support is the ticketing system. Every question that reaches you becomes a ticket here, whatever channel it arrived through.
- Knowledge is your help centre: the public articles your customers read, and the internal ones only your team sees.
- Explore is reporting. Dashboards and reports over everything the other parts produce.
- Talk is the phone channel. Calls become tickets in the same queue as everything else.
- Messaging covers live conversations: the widget on your website, WhatsApp, Facebook and Instagram.
On top of these sit the add-ons, which are bought separately: Copilot for AI assistance, and workforce management and quality assurance for planning and reviewing your team. AI agents, which answer automatically, are not among them: they come with every Suite and Support plan and are charged by automated resolution instead of by seat.
What holds it together
Three ideas run through every part of Zendesk, and once they click the rest follows.
- A user is a person. Your customers are end users; your colleagues are agents or admins.
- An organisation groups users, usually one per customer company.
- A ticket is one conversation about one question, from first message to resolution.
Because all five parts write to the same ticket, a customer who phones on Monday and emails on Wednesday leaves one trail, not two.
The three places you work
You will spend your time in one of three interfaces, and knowing which is which saves a lot of clicking.
- Agent Workspace is where agents answer tickets.
- Admin Center is where admins configure everything: channels, business rules, users and permissions.
- Help Center is what your customers see: your articles, and the form they use to reach you.
Not sure which parts you have? Your plan decides. Admin Center shows your subscription and add-ons on one page, and every article we write names the plan a feature needs at the top.
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