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Deliver consistent, high-volume customer service across every channel

Turn seasonal peaks and high contact volumes into smooth, omnichannel support experiences — powered by Zendesk and implemented by retail CX experts.

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Talk to a retail CX expert

Buy Zendesk the right way

Zendesk licensing has evolved from a simple seat-based decision into a strategic foundation for how service is delivered.

With the Zendesk Resolution Platform, organisations balance agents, AI, automation, and outcomes. Premium Plus helps you design a licensing setup that fits how your service actually works.

 

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Licensing as a strategic choice

Zendesk licensing is no longer just about access to software. It defines how work flows through your service organisation, how much can be automated, and how well your teams scale as demand grows.

Where licensing used to be a procurement exercise, it is now a service design decision. The choices you make determine whether Zendesk becomes a simple ticketing tool or a resolution platform that actively reduces workload and improves experience.

Premium Plus supports organisations in making these decisions with clarity, realism, and a long-term perspective.

ZENDESK LICENCING TODAY

Zendesk licensing has evolved alongside the Zendesk Resolution Platform. What started as agent-based ticketing now supports AI-driven resolutions, automated workflows, and self-service at scale.

This shift means licensing is no longer a simple price comparison. It is a strategic decision about how work gets resolved.

Christopher Arnst

What licensing choices affect

Agent productivity

Which tools and workflows agents can use daily.

Automation potential

How much work can be resolved without agent involvement.

AI adoption

Which AI capabilities support agents and customers.

Scalability

How easily your setup grows with volume and complexity.

Cost control

How licensing aligns with real usage and value delivered.

Zendesk Suite plans

Zendesk Suite Team

Best for: Teams moving to omnichannel support

Combines ticketing, chat, messaging and help centre into one unified setup.
Everything in Support Team
Omnichannel support
AI agents (Essential)
1 help centre
Recommended

Zendesk Suite Professional

Best for: Growing and scaling teams

Adds advanced automation, reporting and insight to handle higher volumes and complexity.
Everything in Suite Team
AI and advanced automation
Customizable reporting and real-time insights
SLAs, skills-based routing, custom forms
Multiple help centres

Zendesk Suite Enterprise

Best for: Complex or regulated environments

Designed for organisations that require advanced security, governance and flexibility.
Everything in Suite Professional
Enterprise-grade AI and workflows
Sandbox, approvals, roles, audit logs
Advanced security, governance, controls
Large, multi-brand help centre setups

Zendesk add-ons

Zendesk add-ons extend the core platform with specialised capabilities. They allow you to introduce AI, quality control, workforce optimisation, and advanced security exactly where your service needs it.

Premium Plus helps you choose add-ons that fit your maturity and goals, not just what looks impressive on paper.

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Advanced AI agents
Resolve over 80% of complex requests using highly autonomous AI agents designed to reason, adapt, and take action across channels and workflows.

Best suited for
High-volume environments aiming to shift resolution away from agents.
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Copilot
I-powered assistant that automates tasks, suggests next steps, and supports agents with real-time summaries and contextual insights.

Best suited for
Teams looking to improve consistency, speed, and agent confidence.
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Zendesk Quality assurance
Automatically evaluate 100% of conversations between human agents and AI agents to identify risks, coaching opportunities, and quality gaps.

Best suited for
Organisations focused on service quality, compliance, and coaching at scale.
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Zendesk Workforce management
Manage teams with real-time and historical performance data, AI-driven forecasting, and automated scheduling.

Best suited for
Growing service teams with fluctuating volumes and staffing complexity.
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Advanced data protection and privacy
Meet advanced security and compliance requirements with configurable data protection, access controls, and privacy safeguards.

Best suited for
Regulated industries and organisations with strict data governance needs.
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Contact center
Power complex contact center operations with advanced voice capabilities, while maintaining the simplicity and flexibility Zendesk is known for.

Best suited for
Voice-heavy environments and enterprise contact centers.
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Employee engagement bundle
Combine Zendesk Workforce management and Zendesk Quality assurance at a reduced bundled rate.

Best suited for
Organisations investing in agent performance, quality, and long-term engagement.

Why buying Zendesk through Premium Plus makes a difference

When you purchase Zendesk through Premium Plus, licensing becomes a strategic decision rather than a line item. We guide you based on how your agents, administrators and managers operate day to day, not on selling higher plans.

  • Licences aligned to real workflows, not generic bundles

  • Contracts designed to support growth and change, not lock you in

  • One accountable partner across licensing, implementation and enablement

  • Ongoing guidance at renewal and upgrade points to keep your setup fit for purpose

Help me buy Zendesk
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How we help you choose the right licences

  1. Understand real usage

    We analyse how Zendesk is used today or intended to be used.

  2. Match roles to plans

    Agents, admins and managers don't all need the same licences.

  3. Avoid overbuying

    We prevent you from paying for features that won’t be adopted.



  4. Plan for growth

    Licensing decisions stay flexible as your organisation evolves.

Faster, smarter support for every shopper interaction

Omnichannel retail setup

Consolidate chat, email, social media, and in-store support requests into one unified platform that gives agents complete context across every customer touchpoint instantly.
AI & automation
Deploy intelligent chatbots, automated routing, and AI-powered suggestions to reduce manual work. Let agents focus on complex issues while AI handles the routine.
Commerce integrations
Connect seamlessly with Shopify, Magento, Salesforce Commerce Cloud, and other platforms to sync order data, inventory levels, and customer history for faster resolution.
Multilingual consistency
Deliver consistent, high-quality support across all markets with multilingual knowledge bases, templates, and agent interfaces that maintain brand voice in every language.
Analytics & dashboards
Monitor response times, CSAT scores, agent workload, and channel performance in real-time dashboards that surface trends and enable proactive decisions across your retail organization.
Proven partner
Benefit from hundreds of successful retail implementations across EMEA, with deep expertise in seasonal peaks, omnichannel complexity, and high-volume customer service at scale.

Frequently Asked Questions

Is Zendesk more expensive when buying through Premium Plus?

No. Customers often secure better commercial conditions and more flexible payment terms when purchasing through us, alongside expert guidance that ensures the licences they buy genuinely match how their teams work.
Can you review our current Zendesk licences? Yes. We regularly help teams optimise existing contracts and reduce unnecessary costs.
Can licensing be combined with implementation or training? Yes. Licensing works best when aligned with setup and adoption.
Do you support renewals and upgrades? Yes. We guide you through renewals and upgrades with a long-term view, including how AI and automation can reduce cost and improve efficiency, so your licensing continues to reflect real operational value.
Can you help after purchase to ensure we stay successful with Zendesk?

Yes. We don’t just support the purchase; we can help you get ongoing value from Zendesk. That includes regular account reviews, check-ins, and guidance on optimising how your teams use the platform over time, so your licensing, setup, and workflow continue to match real business needs.

Frequently asked questions

Do you offer assistance for Zendesk implementation?

Most implementations take 4-8 weeks depending on complexity. We start with a discovery phase to map your workflows, then configure Zendesk to match your needs. Simple setups can go live in 2-3 weeks, while enterprise implementations with multiple brands and integrations typically take 6-12 weeks.
Can Zendesk integrate with our existing CRM and tools?
Yes. Zendesk offers native integrations with major platforms like Salesforce, HubSpot, Shopify, and Slack. We also build custom integrations using Zendesk's API to connect with your logistics systems, internal databases, or proprietary tools. Most integrations are completed within the implementation timeline.
What kind of ROI can we expect from implementing Zendesk? Our clients typically see ROI within 6-9 months. Key metrics include 25-40% reduction in cost per ticket, 30% faster response times, and 8-12 point CSAT improvements. The exact ROI depends on your current setup, but we provide a detailed assessment before starting so you know what to expect.
What support do you offer after go-live? We provide ongoing support through quarterly health checks, optimization sessions, and access to our team for questions or adjustments. We also offer training for new team members, help with scaling as you grow, and proactive recommendations based on Zendesk updates and industry trends.

Ready to buy Zendesk the right way?

Get an expert review to select Zendesk licences that match how your teams operate, helping you avoid unnecessary spend and prevent costly licensing mistakes.

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