About Zendesk product add-ons

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.


While the Zendesk Suite and Zendesk Support contain everything most customers will need,
other customers might require more. Admins can view the subscription page for a list of any
add-ons in their account.
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, contact our
Sales team.
This article includes these sections:
Add-ons for new capabilities
Add-ons for increased capacity


For information about legacy add-ons, see About Zendesk product legacy add-ons.

Tip: For Zendesk Suite, you can view subscription details on the Features page
in Admin Center to discover which add-ons are already available in your account.


Add-ons for new capabilities

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.






Add-on
Available on
Description




Generative Search Extender


Suite all plans
Support with Guide Professional and above


By default Suite and Guide plans include 100,000 generative searches per month.
This add-on increases the number of generative searches per month
included with your plan. Contact Zendesk Sales to buy this add-on.




Copilot


Suite Professional and above
Support with Guide Professional or above



A set of artificial intelligence (AI)
tools that expand on the AI offerings already built into
Zendesk.
See Buying the Copilot add-on.



Suite + Copilot


Suite Professional and above



This is a bundle that includes both Zendesk Suite and the Zendesk Copilot
add-on at a discounted price.
Contact Zendesk Sales to buy this bundle.



AI agents - Advanced


Suite all plans
Support all plans



This add-on provides advanced functionality for AI agents, including
conversation flows, API access and orchestration, and advanced
analytics.
Contact Zendesk Sales to buy this add-on.



Advanced Data Privacy and Protection (ADPP)


Suite Enterprise and above
Support Enterprise



A set of data privacy and protection
features that expand on security offerings already built into
Zendesk.
See Buying the ADPP add-on.



Agent Months


Suite Enterprise and above
Support Enterprise



Agent months allow you to add a group of Zendesk agents for a time period
less than the current billing cycle.
See Managing agent months.



Collaboration


Support Professional and above


Collaborate with team members using these features:


Light agents: Allow
team members to work on tickets without giving them full agent
permissions.

Side conversations:
Send a note outside of the main conversation with people inside
or outside your company, but keep it all within the ticket.


These features are included in Zendesk Suite and available as an
add-on on select Support plans.



Sandbox


Suite Growth and above
Support Growth and above



Sandboxes provide a test
environment that mirrors production in configuration and, potentially,
data.
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.



Help center with Guide


Support all plans



Help customers help themselves with a smart help center.
Help Center is included in Zendesk Suite plans.
See Buying more products.



Live chat and messaging


Support all plans



Give instant help to customers on web and mobile through messaging.
Live chat and messaging is included in Zendesk Suite plans.
See Buying more products.



Explore


Support Professional and above



Analytics to measure and improve
the entire customer experience. See About Zendesk Explore
plans.
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.
See Buying more
products.



Workforce management (WFM)


Suite all plans
Support all plans



This add-on provides a wide range of workforce planning, scheduling, and
monitoring tools to improve the predictability and efficiency
of your customer support organization.
See Buying Zendesk workforce engagement
management add-ons.



Quality Assurance (QA)


Suite all plans
Support all plans



This add-on provides consistency across support interactions by
automating the QA process. Zendesk QA uses AI to pinpoint
critical areas before they become a bigger problem, discovers the
tickets needing attention, and uncovers insightful trends across
channels.
See Buying Zendesk workforce engagement
management add-ons.



Workforce Engagement Management (WEM)


Suite all plans
Support all plans



This is a bundle that includes both the Zendesk WFM and Zendesk QA
add-ons at a discounted price.
See Buying Zendesk workforce engagement
management add-ons.



Contact Center


Suite all plans



Built on Amazon Connect, Contact Center is an AI-powered
voice solution that scales with your changing needs.
See Zendesk for Contact Center
app to add contact center to your account.







Add-ons for increased capacity

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.






Add-on
Available on
Description




Light agents


Suite all plans
Support Professional and above



Light agents are agents that
have limited permissions but can view tickets and provide subject matter
expertise and advice when needed.
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.
See Buying light agents.



WhatsApp numbers


Suite all plans



You can add WhatsApp social messaging
channels to Zendesk.
Zendesk Suite includes five WhatsApp numbers. You can buy more numbers as
an add-on.



More Storage


Suite all plans
Support all plans



This add-on increases the storage available for your ticket data and
files if you exceed the default storage limit for your plan.
See Managing data storage in your Zendesk
account.



High Volume API


Suite Growth, Professional, and Enterprise
Support Professional and above



This add-on increases number of permitted API calls
to a higher volume of 2,500 requests per minute. Requires a minimum of
10 agent seats to purchase.
Included with Suite Enterprise Plus.
See Managing API usage.



Voice usage credits


Suite all plans



This add-on adds extra "pay as you go" minutes for your voice calls and
texts.
See Voice number availability and
pricing.



Sunshine conversations Monthly Active Users (MAU)



Suite Professional and above




This add-on provides a pack of 2,500 additional MAU per month for Sunshine conversations
channels.
By default, Zendesk includes 1,000 MAU per month for Sunshine
conversations.



Sunshine conversations notifications



Suite Professional and above




This add-on provides a pack of 25,000 additional Sunshine conversations
notifications per month.
By default, Zendesk includes 1,000 Sunshine conversations notifications
per month.



Automated resolutions


Suite all plans
Support all plans


This add-on allows you to add recurring packs of automated resolutions
to your existing plan at a discounted price, letting your AI agents solve more customer
requests. See Managing your automated
resolutions.



IT assets


Suite all plans
Support all plans


This add-on allows you to add additonal packs of IT assets to your
existing plan. Each asset pack includes 500 additional asset records per
month. See Understanding assets and how they
work






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