About Zendesk product add-ons

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Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span>
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Explore add-ons to enhance your support capabilities. Add-ons offer new features like AI tools, advanced data privacy, and workforce management. You can also boost capacity with options like more storage, high-volume API access, and additional WhatsApp numbers.
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<p id="docs-hc-snippet" style="display: none;">While the Zendesk Suite and Zendesk Support contain everything most customers will need, other customers might require more. Admins canview the subscription pagefor a list of anyadd-onsin their account.</p>

<div class="body">
<p class="p">While the Zendesk Suite and Zendesk Support contain everything most customers will need,
other customers might require more. Admins can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666#topic_zjz_pdw_zgb" target="_blank">view the subscription page</a> for a list of any
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883411354#topic_ang_eme_tf" target="_blank">add-ons</a> in their account. </p>
<p class="p">Account owners and billing admins can purchase select add-ons within Zendesk using the
links in the table. For information about purchasing the other add-ons, <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">contact our
Sales team</a>.</p>
<div class="p">This article includes these sections:<ul class="ul" id="about_zendesk_add_ons__ul_w4l_x4t_w2c">
<li class="li"><a class="xref" href="#topic_vp4_m4t_w2c">Add-ons for new capabilities</a></li>
<li class="li"><a class="xref" href="#topic_mtj_vpt_w2c">Add-ons for increased capacity</a></li>
</ul>
</div>
<p class="p">For information about legacy add-ons, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889260186" target="_blank">About Zendesk product legacy add-ons</a>.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> For Zendesk Suite, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9207606339610#topic_mwl_2nf_p2c" target="_blank">view subscription details</a> on the Features page
in Admin Center to discover which add-ons are already available in your account.</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vp4_m4t_w2c">
<h2 class="title topictitle2" id="ariaid-title2">Add-ons for new capabilities</h2>
<div class="body">
<p class="p">The following is a list of Suite and Support add-ons that provide new capabilities to
your current plan. It also includes the plans they are available for.</p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_vp4_m4t_w2c__simpletable_ryj_r4t_w2c" summary="">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<thead>
<tr class="sthead">
<th class="stentry" id="d79e77" style="vertical-align:bottom;text-align:left;">Add-on</th>
<th class="stentry" id="d79e80" style="vertical-align:bottom;text-align:left;">Available on</th>
<th class="stentry" id="d79e83" style="vertical-align:bottom;text-align:left;">Description</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Generative Search Extender</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_dr1_bkh_2fc">
<li class="li">Suite all plans</li>
<li class="li">Support with Knowledge Professional and above</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">By default Suite and Knowledge plans include 100,000 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8888178335898" target="_blank">generative searches</a> per month.
This add-on increases the number of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9234074974874" target="_blank">generative searches</a> per month
included with your plan.<p class="p">Contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk Sales</a> to buy this add-on.
</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Copilot</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_syj_r4t_w2c">
<li class="li">Suite Professional and above</li>
<li class="li">Support with Knowledge Professional or above</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">A set of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">artificial intelligence (AI)
tools</a> that expand on the AI offerings already built into
Zendesk.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank">Buying the Copilot add-on</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Suite + Copilot</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul">
<li class="li">Suite Professional and above</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">This is a bundle that includes both Zendesk Suite and the Zendesk Copilot
add-on at a discounted price.</p>
<p class="p">Contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk Sales</a> to buy this bundle.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Advanced Data Privacy and Protection (ADPP)</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_uyj_r4t_w2c">
<li class="li">Suite Enterprise and above</li>
<li class="li">Support Enterprise</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">A set of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6561144266906" target="_blank">data privacy and protection
features</a> that expand on security offerings already built into
Zendesk.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6119316155930" target="_blank">Buying the ADPP add-on</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Agent Months</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_vyj_r4t_w2c">
<li class="li">Suite Enterprise and above</li>
<li class="li">Support Enterprise</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">Agent months allow you to add a group of Zendesk agents for a time period
less than the current billing cycle.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829098266" target="_blank">Managing agent months</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Collaboration</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_wyj_r4t_w2c">
<li class="li">Support Professional and above</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">Collaborate with team members using these features:<div class="p">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_xyj_r4t_w2c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402-Understanding-and-setting-light-agent-permissions-Professional-Add-on-and-Enterprise-Add-on-" target="_blank">Light agents</a>: Allow
team members to work on tickets without giving them full agent
permissions. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">Side conversations</a>:
Send a note outside of the main conversation with people inside
or outside your company, but keep it all within the ticket.</li>
</ul>
</div>
<p class="p">These features are included in Zendesk Suite and available as an
add-on on select Support plans.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Sandbox</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_zyj_r4t_w2c">
<li class="li">Suite Growth and above</li>
<li class="li">Support Growth and above</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822049818" target="_blank">Sandboxes</a> provide a test
environment that mirrors production in configuration and, potentially,
data. </p>
<p class="p">Support Enterprise plans include one sandbox. Suite Enterprise and
Enterprise Plus plans include two sandboxes. Support Professional and
Suite Growth plans and above can purchase one or more sandboxes as an
add-on. </p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Help center with Guide</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_gzj_r4t_w2c">
<li class="li">Support all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">Help customers help themselves with a smart <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298860954" target="_blank">help center</a>.</p>
<p class="p">Help Center is included in Zendesk Suite plans.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839355034#topic_ndg_cb5_fkb" target="_blank">Buying more products</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Live chat and messaging</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_hzj_r4t_w2c">
<li class="li">Support all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">Give instant help to customers on web and mobile through <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/5282979501978" target="_blank">messaging</a>.</p>
<p class="p">Live chat and messaging is included in Zendesk Suite plans.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839355034#topic_ndg_cb5_fkb" target="_blank">Buying more products</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Explore </td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_izj_r4t_w2c">
<li class="li">Support Professional and above</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298856346" target="_blank">Analytics</a> to measure and improve
the entire customer experience. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823356186" target="_blank">About Zendesk Explore
plans</a>.<p class="p"></p>
<p class="p">Explore lite is included in all Support plans. If
you have a Support Professional plan or above, you can buy the Explore
add-on for additional capabilities.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839355034#topic_ndg_cb5_fkb" target="_blank">Buying more
products</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Workforce management (WFM)</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_jzj_r4t_w2c">
<li class="li">Suite all plans</li>
<li class="li">Support all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">This add-on provides a wide range of <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7156071715738" target="_blank">workforce planning, scheduling, and
monitoring tools</a> to improve the predictability and efficiency
of your customer support organization.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6851584037146" target="_blank">Buying Zendesk workforce engagement
management add-ons</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Quality Assurance (QA)</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_kzj_r4t_w2c">
<li class="li">Suite all plans</li>
<li class="li">Support all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">This add-on provides consistency across support interactions by
automating the QA process. <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/6999625340058" target="_blank">Zendesk QA</a> uses AI to pinpoint
critical areas before they become a bigger problem, discovers the
tickets needing attention, and uncovers insightful trends across
channels.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6851584037146" target="_blank">Buying Zendesk workforce engagement
management add-ons</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Workforce Engagement Management (WEM)</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_lzj_r4t_w2c">
<li class="li">Suite all plans</li>
<li class="li">Support all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">This is a bundle that includes both the Zendesk WFM and Zendesk QA
add-ons at a discounted price.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6851584037146" target="_blank">Buying Zendesk workforce engagement
management add-ons</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e77" style="vertical-align:top;">Contact Center</td>
<td class="stentry" headers="d79e80" style="vertical-align:top;">
<ul class="ul" id="topic_vp4_m4t_w2c__ul_fzm_jph_zhc">
<li class="li">Suite all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e83" style="vertical-align:top;">
<p class="p">Built on Amazon Connect, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459059241626" target="_blank">Contact Center</a> is an AI-powered
voice solution that scales with your changing needs.</p>
<p class="p">See <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/1162894/zendesk-for-contact-center/" target="_blank">Zendesk for Contact Center
app</a> to add contact center to your account.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mtj_vpt_w2c">
<h2 class="title topictitle2" id="ariaid-title3">Add-ons for increased capacity</h2>
<div class="body">
<p class="p">The following is a list of Suite and Support add-ons that provide increased capacity
for existing features. It also shows the plans they are available for.</p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_mtj_vpt_w2c__simpletable_pzq_zpt_w2c" summary="">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<thead>
<tr class="sthead">
<th class="stentry" id="d79e574" style="vertical-align:bottom;text-align:left;">Add-on</th>
<th class="stentry" id="d79e577" style="vertical-align:bottom;text-align:left;">Available on</th>
<th class="stentry" id="d79e580" style="vertical-align:bottom;text-align:left;">Description</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">Light agents</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_wzq_zpt_w2c">
<li class="li">Suite all plans</li>
<li class="li">Support Professional and above</li>
</ul>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Light agents</a> are agents that
have limited permissions but can view tickets and provide subject matter
expertise and advice when needed.</p>
<p class="p">Most Suite plans include a number of light agents. Support plans do not
include any light agents. You can buy light agents as an add-on.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6510562911770--New-Managing-light-agent-seats-in-your-Zendesk-account#topic_dzr_hf5_5zb" target="_blank">Buying light agents</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">WhatsApp numbers</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_yzq_zpt_w2c">
<li class="li">Suite all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">
<p class="p">You can add <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842821786-Adding-WhatsApp-channels-to-the-Zendesk-Agent-Workspace" target="_blank">WhatsApp social messaging
channels</a> to Zendesk.</p>
<p class="p">Zendesk Suite includes five WhatsApp numbers. You can buy more numbers as
an add-on.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">More Storage</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_zzq_zpt_w2c">
<li class="li">Suite all plans</li>
<li class="li">Support all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">
<p class="p">This add-on increases the storage available for your ticket data and
files if you exceed the default storage limit for your plan.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835043994" target="_blank">Managing data storage in your Zendesk
account</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">High Volume API</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_a1r_zpt_w2c">
<li class="li">Suite Growth, Professional, and Enterprise</li>
<li class="li">Support Professional and above</li>
</ul>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">
<p class="p">This add-on increases <a class="xref" href="https://developer.zendesk.com/api-reference/introduction/rate-limits/#zendesk-support-plan-limits" target="_blank">number of permitted API calls</a>
to a higher volume of 2,500 requests per minute. Requires a minimum of
10 agent seats to purchase.</p>
<p class="p">Included with Suite Enterprise Plus. </p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836402074" target="_blank">Managing API usage</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">Voice usage credits</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_b1r_zpt_w2c">
<li class="li">Suite all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">
<p class="p">This add-on adds extra "pay as you go" minutes for your voice calls and
texts.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Voice number availability and
pricing</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">Sunshine conversations Monthly Active Users (MAU)</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<div class="p">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_c1r_zpt_w2c">
<li class="li">Suite Professional and above</li>
</ul>
</div>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">
<p class="p">This add-on provides a pack of 2,500 additional MAU per month for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836484378" target="_blank">Sunshine conversations
channels</a>.</p>
<p class="p">By default, Zendesk includes 1,000 MAU per month for Sunshine
conversations.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">Sunshine conversations notifications</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<div class="p">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_d1r_zpt_w2c">
<li class="li">Suite Professional and above</li>
</ul>
</div>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">
<p class="p">This add-on provides a pack of 25,000 additional <a class="xref" href="https://developer.zendesk.com/api-reference/conversations/" target="_blank">Sunshine conversations
notifications</a> per month.</p>
<p class="p">By default, Zendesk includes 1,000 Sunshine conversations notifications
per month.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">Automated resolutions</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_k1r_zpt_w2c">
<li class="li">Suite all plans</li>
<li class="li">Support all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">This add-on allows you to add recurring packs of automated resolutions
to your existing plan at a discounted price, letting your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agents</a> solve more customer
requests. <p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226" target="_blank">Managing your automated
resolutions</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d79e574" style="vertical-align:top;">IT assets</td>
<td class="stentry" headers="d79e577" style="vertical-align:top;">
<ul class="ul" id="topic_mtj_vpt_w2c__ul_pps_1bn_fjc">
<li class="li">Suite all plans</li>
<li class="li">Support all plans</li>
</ul>
</td>
<td class="stentry" headers="d79e580" style="vertical-align:top;">This add-on allows you to add additional packs of IT assets to your
existing plan. Each asset pack includes 500 additional asset records per
month.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817293579674#topic_fgd_z2c_bhc" target="_blank">Understanding assets and how they
work </a></p>
</td>
</tr>
</tbody>
</table>
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