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 and intelligent triage. Two things people expect to find in it are not there. Generative search comes with every Suite and Knowledge plan, and admin copilot is included from Suite Professional upwards, so neither is a reason to buy this.
- Deeper AI agent capabilities. Custom actions, generative procedures and agentic reasoning. These were sold as the AI agents - Advanced add-on and are now included across the Suite and Support plans, so this is one to check rather than assume you are missing.
- 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 several deletion schedules running at once rather than one.
- 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 when one will not pay for itself.
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