Appraising and increasing the effectiveness of your Zendesk account

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<strong>All Suites</strong>
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<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
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<p class="p">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.</p>
<p class="p"><img class="image img-screenshot" id="topic-1__image_adh_xdc_wnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apprase.png" width="730"></p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_w5r_f1j_czb">
<li class="li"><a class="xref" href="#topic_dpl_ky3_czb"> Scenario 1: I have more than one Zendesk
product</a></li>
<li class="li"><a class="xref" href="#topic_hcf_n4s_rdc">Scenario 2: I use a lot of automated resolutions</a></li>
<li class="li"><a class="xref" href="#topic_otw_3ts_rdc">Scenario 3: I want to improve my support performance</a></li>
<li class="li"><a class="xref" href="#topic_cyh_syp_sdc">Scenario 4: I have a large number of agents</a></li>
<li class="li"><a class="xref" href="#topic_sbr_gzp_sdc">Scenario 5: Data privacy and security is one of my company’s top priorities</a></li>
<li class="li"><a class="xref" href="#topic_bh5_d1q_sdc">Scenario 6: I want to leverage the latest in AI technology to enhance my agents’ productivity</a></li>
<li class="li"><a class="xref" href="#topic_k1d_wl5_k2c">Scenario 7: I use Zendesk exclusively for employee service within my company</a></li>
</ul>
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<div class="note tip">
<span class="tiptitle">Tip:</span> Try it for free before buying! If you have a Zendesk Suite Growth plan or
higher, you can <em class="ph i">test drive</em> any of the features mentioned in this article. Contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk Sales</a>
or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Customer Support</a> and ask them to create a<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6150628316058" target="_blank"> sandbox test environment</a> in your account.</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ltg_m4s_rdc">
<h2 class="title topictitle2" id="ariaid-title2">Scenario 1: I have more than one Zendesk product</h2>
<div class="body">
<p class="p"><strong class="ph b">Could I save money by upgrading from Support to Suite? </strong></p>
<p class="p">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. </p>
<p class="p" dir="ltr">Good candidates for an upgrade to Zendesk Suite have the following
characteristics: </p>
<ul class="ul" id="topic_ltg_m4s_rdc__ul_mtg_m4s_rdc">
<li class="li" dir="ltr">Account usage<ul class="ul" id="topic_ltg_m4s_rdc__ul_ntg_m4s_rdc">
<li class="li" dir="ltr">You already have multiple, individual Zendesk products. </li>
<li class="li" dir="ltr">You have more than 11 agent seats and a
high number of tickets per agent. </li>
</ul>
</li>
<li class="li" dir="ltr">Ticket volume and automation<ul class="ul" id="topic_ltg_m4s_rdc__ul_otg_m4s_rdc">
<li class="li" dir="ltr">You have a high total of new tickets.</li>
<li class="li" dir="ltr">You have a high number of one touch tickets.</li>
<li class="li" dir="ltr">You have a high number of ticket automations, tags, and macros.</li>
</ul>
</li>
<li class="li" dir="ltr">Help center usage<ul class="ul" id="topic_ltg_m4s_rdc__ul_ptg_m4s_rdc">
<li class="li" dir="ltr">You have an active help center with a high number of knowledge base
articles. </li>
</ul>
</li>
</ul>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828690074#topic_jzx_hxc_34b" target="_blank">Upgrading to Zendesk Suite</a> or contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hcf_n4s_rdc">
<h2 class="title topictitle2" id="ariaid-title3">Scenario 2: I use a lot of automated resolutions</h2>
<div class="body">
<p class="p"><strong class="ph b">Will I be covered during high-volume, peak periods?</strong></p>
<p class="p">If your account uses <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolutions</a> 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. </p>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226" target="_blank">Monitoring your automated resolution usage</a>. </p>
<p class="p" dir="ltr">Good candidates for increasing automated resolutions have the following
characteristics: </p>
<ul class="ul" id="topic_hcf_n4s_rdc__ul_vx5_lqs_rdc">
<li class="li" dir="ltr">You have Messaging activated on your account. </li>
<li class="li" dir="ltr">You are above or nearing 80% of your current allocation for automated
resolutions. </li>
<li class="li" dir="ltr">You have increased your automated resolution usage significantly in the last
30 days. </li>
<li class="li" dir="ltr">You have a high ticket volume per agent.</li>
<li class="li" dir="ltr">You have a high number of one touch tickets per agent. </li>
<li class="li" dir="ltr">You use a large number of macros. </li>
</ul>
<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_g2n_q3x_4wb" target="_blank">Adding automated resolutions to your subscription</a> or
contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>. </p>
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</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_otw_3ts_rdc">
<h2 class="title topictitle2" id="ariaid-title4">Scenario 3: I want to improve my support performance</h2>
<div class="body">
<p class="p"><strong class="ph b">How can I gather insights from existing tickets?</strong></p>
<p class="p" dir="ltr">Have you considered adding <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760283546" target="_blank">Zendesk QA</a> 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.</p>
<p class="p" dir="ltr">Good candidates for Zendesk QA have the following characteristics:</p>
<ul class="ul" id="topic_otw_3ts_rdc__ul_ztd_qts_rdc">
<li class="li" dir="ltr">Account usage<ul class="ul" id="topic_otw_3ts_rdc__ul_a5d_qts_rdc">
<li class="li" dir="ltr">You have a high number of agent seats. </li>
<li class="li" dir="ltr">You have a high volume of tickets per agent.</li>
<li class="li" dir="ltr">You’ve already purchased other Zendesk AI products, including Zendesk
WFM.</li>
<li class="li" dir="ltr">Your Service Data is stored in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825765530" target="_blank">US Data Center Location</a>. </li>
</ul>
</li>
<li class="li" dir="ltr">QA-related priorities<ul class="ul" id="topic_otw_3ts_rdc__ul_b5d_qts_rdc">
<li class="li" dir="ltr">You’ve installed a QA app from the Zendesk Marketplace. </li>
<li class="li" dir="ltr">You have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">CSAT</a> scores activated for email and messaging.</li>
<li class="li" dir="ltr">You use automated resolutions.</li>
<li class="li" dir="ltr">You have a number of QA-related roles and groups defined for your team
members.</li>
<li class="li" dir="ltr">You have a number of QA-related web page visits. </li>
</ul>
</li>
</ul>
<p class="p">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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6851584037146" target="_blank">Buying Zendesk Workforce engagement management add-ons</a> or contact
<a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_cyh_syp_sdc">
<h2 class="title topictitle2" id="ariaid-title5">Scenario 4: I have a large number of agents</h2>
<div class="body">
<p class="p"><strong class="ph b">How can I get help managing their workload and schedules? </strong></p>
<p class="p" dir="ltr"><a class="xref" href="https://www.zendesk.com/service/workforce-management/" target="_blank">Zendesk Workforce management (WFM)</a> 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.</p>
<p class="p" dir="ltr">Good candidates for Zendesk Employee Services have the following
characteristics:</p>
<ul class="ul" id="topic_cyh_syp_sdc__ul_d2b_bzp_sdc">
<li class="li" dir="ltr">You have more than 30 agent seats.</li>
<li class="li" dir="ltr">You had more than 1500 tickets in the last six months.</li>
<li class="li" dir="ltr">You have a high number of one-touch tickets.</li>
<li class="li" dir="ltr">You have a high number of triggers, automations, and macros. </li>
<li class="li" dir="ltr">You have a high number of knowledge base articles with many active help center
users. </li>
<li class="li" dir="ltr">You use a lot of custom ticket forms and custom ticket layouts. </li>
</ul>
<p class="p" dir="ltr">If most of these conditions apply to your account, consider using Zendesk WFM to
manage your agents’ workload and schedules. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6851584037146" target="_blank">Buying Zendesk Workforce engagement management add-ons</a> or contact
<a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_sbr_gzp_sdc">
<h2 class="title topictitle2" id="ariaid-title6">Scenario 5: Data privacy and security is one of my company’s top priorities</h2>
<div class="body">
<p class="p"><strong class="ph b">How can I make my Zendesk account more secure?</strong></p>
<p class="p" dir="ltr">If you handle a lot of sensitive data in your account, Zendesk’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6561144266906" target="_blank">Advanced Data Privacy and Protection (ADPP) add-on</a> adapts to a
wide variety of security and compliance needs, including data security, data privacy,
logging, and monitoring. </p>
<p class="p" dir="ltr">Good candidates for the ADPP add-on have the following characteristics. You have
an Enterprise plan or higher with these features activated: </p>
<ul class="ul" id="topic_sbr_gzp_sdc__ul_jtk_11q_sdc">
<li class="li" dir="ltr">IP restrictions</li>
<li class="li" dir="ltr">Secure ticket attachments</li>
<li class="li" dir="ltr">Automatic credit card redaction</li>
<li class="li" dir="ltr">Third party deletion apps</li>
<li class="li" dir="ltr">Private ticket groups</li>
<li class="li" dir="ltr">Automatic deletion of PII from audit logs</li>
<li class="li" dir="ltr">A high-security password policy</li>
</ul>
<p class="p" dir="ltr">If most of these settings apply to your account, consider using Zendesk’s ADPP
add-on to enhance your account security. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6119316155930" target="_blank">Buying the Advanced Data Privacy and Protection add-on</a> or contact
<a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_bh5_d1q_sdc">
<h2 class="title topictitle2" id="ariaid-title7">Scenario 6: I want to leverage the latest in AI technology to enhance my agents’ productivity</h2>
<div class="body">
<p class="p"><strong class="ph b">Do you have a special package for that?</strong></p>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378" target="_blank">Zendesk agent copilot</a> 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.</p>
<p class="p" dir="ltr">Good candidates for agent copilot have the following characteristics:</p>
<ul class="ul" id="topic_bh5_d1q_sdc__ul_hyl_k1q_sdc">
<li class="li" dir="ltr">You have:<ul class="ul" id="topic_bh5_d1q_sdc__ul_iyl_k1q_sdc">
<li class="li" dir="ltr">A high number of tickets per agent, including a high number of new
tickets</li>
<li class="li" dir="ltr">A high number of deflected tickets</li>
<li class="li" dir="ltr">A high number of one touch tickets</li>
<li class="li" dir="ltr">A high number of macros to reply to tickets</li>
</ul>
</li>
<li class="li" dir="ltr">You have a high number of knowledge base articles with many active help center
users. </li>
<li class="li" dir="ltr">You’ve designed many custom ticket forms and custom ticket layouts for
your agents.</li>
</ul>
<p class="p" dir="ltr">If most of these conditions apply to your account, consider taking advantage of
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10018448457498" target="_blank">Zendesk AI offerings</a>. You must have a Professional plan or higher
to purchase the Copilot add-on. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank">Buying the Copilot add-on</a> or contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_k1d_wl5_k2c">
<h2 class="title topictitle2" id="ariaid-title8">Scenario 7: I use Zendesk exclusively for employee service within my company</h2>
<div class="body">
<p class="p"><strong class="ph b">Do you have a special package for that?</strong></p>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8220920383258" target="_blank">Workday connector</a> and a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698" target="_blank">service catalog</a>.</p>
<p class="p" dir="ltr">Good candidates for Zendesk Employee Service have the following
characteristics:</p>
<ul class="ul" id="topic_k1d_wl5_k2c__ul_d4q_dm5_k2c">
<li class="li">Your Zendesk account supports the Employee Service market, with IT, HR, or other
internal company use cases. </li>
<li class="li">You have a number of Employee Services–related roles and groups defined for your team
members. </li>
</ul>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8767884917914" target="_blank">Buying Zendesk Employee Service Suite</a> or contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>. </p>
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