Appraising and increasing the effectiveness of your Zendesk account

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All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

Are you using your Zendesk account to its full potential? Here are some account upgrade suggestions you can use to make sure you get the best possible results from Zendesk. These upgrade recommendations are based on our analysis of data from customers who have already successfully upgraded.

This article contains the following topics:

Scenario 1: I have more than one Zendesk product

Scenario 2: I use a lot of automated resolutions

Scenario 3: I want to improve my support performance

Scenario 4: I have a large number of agents

Scenario 5: Data privacy and security is one of my company’s top priorities

Scenario 6: I want to leverage the latest in AI technology to enhance my agents’ productivity

Scenario 7: I use Zendesk exclusively for employee service within my company

Tip: Try it for free before buying! If you have a Zendesk Suite Growth plan or higher, you can test drive any of the features mentioned in this article. Contact Zendesk Sales or Customer Support and ask them to create a sandbox test environment in your account.

Scenario 1: I have more than one Zendesk product

Could I save money by upgrading from Support to Suite?

If you have a Zendesk Support-only account with one or two additional Zendesk products, you might benefit from upgrading to a Zedesk Suite account.

Good candidates for an upgrade to Zendesk Suite have the following characteristics:

Account usage

You already have multiple, individual Zendesk products.

You have more than 11 agent seats and a high number of tickets per agent.

Ticket volume and automation

You have a high total of new tickets.

You have a high number of one touch tickets.

You have a high number of ticket automations, tags, and macros.

Help center usage

You have an active help center with a high number of knowledge base articles.

If most of these conditions apply to your account, the price you’re paying for multiple products when you are a heavy user of the product might be more expensive than the price you would pay for the same number of seats and plan level on Zendesk Suite. See Upgrading to Zendesk Suite or contact Zendesk Sales.

Scenario 2: I use a lot of automated resolutions

Will I be covered during high-volume, peak periods?

If your account uses automated resolutions to resolve customer support requests, it’s a good idea to make sure you are covered when your ticket volume increases. For example, during major product releases or seasonal events.

You get a set number of automated resolutions when you purchase agent seats in Suite or Support, but you might need to extend this amount. Your current automated resolution usage is often the best way to help you determine if you need to purchase more. See Monitoring your automated resolution usage.

Good candidates for increasing automated resolutions have the following characteristics:

You have Messaging activated on your account.

You are above or nearing 80% of your current allocation for automated resolutions.

You have increased your automated resolution usage significantly in the last 30 days.

You have a high ticket volume per agent.

You have a high number of one touch tickets per agent.

You use a large number of macros.

If most of these conditions apply to your account, you may be able to save money and time by purchasing more automated resolutions. Also, the more automated resolutions you purchase in advance, the better the price per resolution. See Adding automated resolutions to your subscription or contact Zendesk Sales.

Scenario 3: I want to improve my support performance

How can I gather insights from existing tickets?

Have you considered adding Zendesk QA to your product list? With Zendesk QA, we review conversations and give you instant insight into your support performance. Your customers get a more consistent experience, which builds loyalty—and long-term revenue.

Good candidates for Zendesk QA have the following characteristics:

Account usage

You have a high number of agent seats.

You have a high volume of tickets per agent.

You’ve already purchased other Zendesk AI products, including Zendesk WFM.

Your Service Data is stored in a US Data Center Location.

QA-related priorities

You’ve installed a QA app from the Zendesk Marketplace.

You have CSAT scores activated for email and messaging.

You use automated resolutions.

You have a number of QA-related roles and groups defined for your team members.

You have a number of QA-related web page visits.

If most of these conditions apply to your account, consider using Zendesk QA to improve your service performance. With Zendesk QA, you can review 100 percent of agent conversations, identify churn risks and outliers, view performance trends, and more. See Buying Zendesk Workforce engagement management add-ons or contact Zendesk Sales.

Scenario 4: I have a large number of agents

How can I get help managing their workload and schedules?

Zendesk Workforce management (WFM) analyzes your historical data to predict staffing needs in a given day, month, or season to help you cut down on overtime costs and lower wait times for your customers. You can create schedules down to the minute, including training, breaks, and ticket types. Agents get full visibility too, so everyone is on the same page.

Good candidates for Zendesk Employee Services have the following characteristics:

You have more than 30 agent seats.

You had more than 1500 tickets in the last six months.

You have a high number of one-touch tickets.

You have a high number of triggers, automations, and macros.

You have a high number of knowledge base articles with many active help center users.

You use a lot of custom ticket forms and custom ticket layouts.

If most of these conditions apply to your account, consider using Zendesk WFM to manage your agents’ workload and schedules. See Buying Zendesk Workforce engagement management add-ons or contact Zendesk Sales.

Scenario 5: Data privacy and security is one of my company’s top priorities

How can I make my Zendesk account more secure?

If you handle a lot of sensitive data in your account, Zendesk’s Advanced Data Privacy and Protection (ADPP) add-on adapts to a wide variety of security and compliance needs, including data security, data privacy, logging, and monitoring.

Good candidates for the ADPP add-on have the following characteristics. You have an Enterprise plan or higher with these features activated:

IP restrictions

Secure ticket attachments

Automatic credit card redaction

Third party deletion apps

Private ticket groups

Automatic deletion of PII from audit logs

A high-security password policy

If most of these settings apply to your account, consider using Zendesk’s ADPP add-on to enhance your account security. See Buying the Advanced Data Privacy and Protection add-on or contact Zendesk Sales.

Scenario 6: I want to leverage the latest in AI technology to enhance my agents’ productivity

Do you have a special package for that?

Zendesk agent copilot is a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service. These features surface helpful insights, proactively suggest next steps, and can even execute agent-approved actions, increasing agent efficiency as well as customer satisfaction.

Good candidates for agent copilot have the following characteristics:

You have:

A high number of tickets per agent, including a high number of new tickets

A high number of deflected tickets

A high number of one touch tickets

A high number of macros to reply to tickets

You have a high number of knowledge base articles with many active help center users.

You’ve designed many custom ticket forms and custom ticket layouts for your agents.

If most of these conditions apply to your account, consider taking advantage of Zendesk’s AI offerings. You must have a Professional plan or higher with the Advanced AI add-on to use agent copilot. See Buying the Copilot add-on or contact Zendesk Sales.

Scenario 7: I use Zendesk exclusively for employee service within my company

Do you have a special package for that?

If you use your Zendesk account as a business-to-employee (B2E) service, you might consider purchasing one of our Employee Service Suite plans. These plans include all the features of Zendesk Suite but are targeted for internal users. Employee Service Suite plans also contain features for employees, including a Workday connector and a service catalog.

Good candidates for Zendesk Employee Service have the following characteristics:

Your Zendesk account supports the Employee Service market, with IT, HR, or other internal company use cases.

You have a number of Employee Services–related roles and groups defined for your team members.

If most of these conditions apply to your account, consider taking advantage of Zendesk’s Suite plans geared specifically to employee service. You don't need a large number of agents or a large ticket volume to use these plans. They can range from small to large. See Buying Zendesk Employee Service Suite or contact Zendesk Sales.