In this article, we're going to discuss:
Should you buy Zendesk directly or through a partner?
Buying Zendesk through a partner like Premium Plus costs the same as buying directly, but unlocks a suite of expert services. While these services come at an extra cost, working with a partner gives you easy access to a team of experts who can provide onboarding, training, and ongoing optimisation, ensuring your Zendesk setup remains top-notch.
Zendesk Licence + Free Live Admin Training + Help Centre Theme + Apps
Experience the full value of Zendesk from day one with expert hands-on training, a Help Centre theme, and essential apps from Premium Plus — all at no additional cost.
Everything you need to get started quickly and confidently.
Quick Comparison: Zendesk Direct vs. Partner
Before choosing how to buy Zendesk, it’s essential to understand the benefits of each option. Below is a side-by-side comparison of what you receive when buying directly from Zendesk versus working with Premium Plus, helping you make the best decision for your business in the Zendesk direct vs. partner conversation.
| Zendesk Direct | Premium Plus (Premier Partner) | |
|---|---|---|
|
Licence Cost |
✔️ |
✔️ (same price) |
|
Self-Service Setup |
✔️ |
✔️ |
|
Expert advice during needs discovery |
❌ |
✔️ |
|
Live Admin Training |
❌ |
✔️ (free voucher included) |
|
Dedicated Local Expert Support |
❌ |
✔️ (paid service) |
|
Guided Onboarding & Setup |
❌ |
✔️ (paid service) |
|
Custom Workflow Configuration |
❌ |
✔️ (paid service) |
|
Branded Help Centre Design |
❌ |
✔️ (paid service) |
|
AI Integration |
❌ |
✔️ (paid service) |
|
Health Check |
❌ |
✔️ (paid service) |
|
Ongoing Optimisation |
❌ |
✔️ (paid service) |
In short, both Zendesk and Premium Plus offer the same licence cost and self-service setup.
The key difference is that, by working with a partner, you also gain access to a wide range of optional, paid expert services, including personalised onboarding, training, custom configurations, advanced AI integration, and continuous optimisation.
This means you don’t just get the Zendesk licence itself, but also easy access to tailored support that ensures your customer or employee service is optimised from day one.
Start with just the Zendesk licence, or add professional services at any point to accelerate ROI and avoid costly mistakes. Pay only for the services that match your business needs as they evolve.
Why Buy Zendesk from a Partner?
Choosing a certified Zendesk Premier partner like Premium Plus gives you access to a lot more than just the Zendesk product. You gain access to a tailored Zendesk experience designed specifically for your needs.
Fast, result-driven implementation using the latest AI features (paid service)
Get your Zendesk up and running in no time, configured for success from day one. With our fast, results-driven implementation, a Zendesk-certified consultant will work closely with you to understand your business and support needs. We’ll ensure your instance is set up quickly and optimally, leveraging the latest Zendesk AI features, including advanced automations and intelligent ticket handling. So you can deliver exceptional support right away, using the most powerful tools Zendesk has to offer.
Free live admin training
Zendesk licences purchased through Premium Plus include a complimentary, interactive 4-hour admin training session. Your team gains hands-on knowledge, best practices, and confidence to manage Zendesk efficiently.
Special offer: Buy your Zendesk licences from Premium Plus and receive a free 4-hour admin training session, a Help Centre theme, and apps.
Tom H., Operations Manager at Signpost
Dedicated local support
Premium Plus offers support in English, Dutch, French, German, Spanish, Portuguese, and Polish. Having a named contact who speaks your language not only speeds up troubleshooting but also builds trust and understanding.
Custom workflow configuration to fit your unique processes
No two businesses are alike. Make Zendesk fit your processes, not the other way around. Partners like Premium Plus do exactly that by adapting Zendesk to fit your unique workflows.
Branded Help Centre design
Zendesk partners can design a branded, user-friendly self-service portal tailored to your brand and workflows, delivering a consistent and professional customer and employee experience. With Premium Plus, you can purchase your Zendesk licences and receive free ready-made themes, making it easy to launch your Help Centre with confidence.
Health Checks and Ongoing Optimisation
Get access to our free Zendesk health check guide to keep your Zendesk running smoothly. Or opt for a paid Zendesk health check service where our CX consultant will thoroughly review your instance and recommend improvements. Regular optimisation ensures your Zendesk instance keeps pace with your business as it grows and evolves.
AI, Automation, and Integration
Premium Plus has been at the forefront of Zendesk AI innovation from the very beginning. As the original partner for Ultimate (now Zendesk AI Agents), and with multiple Zendesk AI-certified experts on the team, Premium Plus can help you:
- Automate up to 80% of your support conversations with Zendesk AI Agents.
- Increase agent productivity and customer satisfaction, and deliver over 100% ROI using Zendesk Agent Copilot.
AI delivers value for any ambitious company — but only when properly set up. That’s where Premium Plus’s experience makes the difference.
Discover how different organisations have transformed their customer service with Zendesk AI and Premium Plus:
Stijn Van Oostveldt, Customer and Sales Manager at De Lijn
Frequently Asked Questions
Yes, you pay Zendesk’s standard licence cost. There is no additional markup from Premium Plus.
When you buy Zendesk licences from Premium Plus, you’ll receive a 4-hour admin training session at no extra cost. Additional services, such as initial implementation (including AI features), custom integrations, and ongoing support, are available as paid services.
We offer simple, ready-to-go packages like our Essentials, perfect for getting started with exactly what you need. And if your setup requires something more tailored, we also offer custom-scoped packages to match your specific goals.
Absolutely. Many clients begin with the licence and implementation and add services as their needs grow or their business evolves. We usually recommend starting with our Essentials package, as it’s built around proven best practices developed from years of Zendesk experience.
That said, if you have a dedicated in-house team with the right skills to implement Zendesk, you’re also welcome to purchase the licences only and handle the setup yourselves, with the option to add services from us at any stage later on.
Yes. Our team can advise and implement all advanced Zendesk features, integrations, and automations, including the newest AI capabilities.
We’ve supported many brands on their AI journey, and we’d love to help you adopt AI in your instance. As a Zendesk AI Certified Implementation Partner, we follow a structured approach to ensure Zendesk AI is set up effectively for your teams, helping you get real value and move closer to your CX and EX goals.
“The combination of Premium Plus and Zendesk sealed the deal. From the moment we signed up, we got off the ground in two weeks. It’s the fastest I’ve seen any platform get up and running, and we started seeing results instantly in my professional experience.”
Zendesk Licence + Free Live Admin Training + Help Centre Theme + Apps
Experience the full value of Zendesk from day one with expert hands-on training, a Help Centre theme, and essential apps from Premium Plus — all at additional cost.
Everything you need to get started quickly and confidently.
Buy Zendesk with Premium Plus
