Zendesk Suite plans and documented features
Each row shows what Zendesk's own pricing pages and help articles say about one feature on each plan.
Evidence checked from to
Covers Zendesk Suite plans; the email-only Support Team plan isn't included.
| Feature | Suite Team | Suite Professional | Suite Enterprise |
|---|---|---|---|
| SLA policies | Not listed | Included | Included |
| Automatic assignment | Included | Included | Included |
| Custom agent roles | Not included | Not included | Included |
| SAML single sign-on | Included | Included | Included |
| Public knowledge base | Included | Included | Included |
| Custom reports | Not included | Included | Included |
| Listed prices (USD) | $55 per agent/month billed annually · $69 per agent/month billed monthly | $115 per agent/month billed annually · $149 per agent/month billed monthly | contact sales |
Not included: the vendor's own page says this plan doesn't have it. Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Price source · checked 6 Oct 2026
Zendesk pricing page · Zendesk
SLA policies
Source for SLA policies · checked 6 Oct 2026
Defining SLA policies · Zendesk · checked
“All Suites Growth, Professional, Enterprise, or Enterprise Plus Support Professional or Enterprise”
Defining SLA policies · Zendesk · checked
“Each SLA policy consists of conditions that a ticket must meet and targets that measure metrics you define, such as response and resolution times”
Zendesk pricing page · Zendesk · checked
Vendor plan table: (Support Team | Suite Team | Suite Professional) Service level agreements (SLA) Ensure customer contracts and business goals are met through defined response and resolution times via service level agreements (SLA). | — | — | ✓ |
Zendesk pricing page · Zendesk · checked
Automatic assignment
Source for Automatic assignment · checked 6 Oct 2026
About omnichannel routing · Zendesk · checked
“All Suites Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Professional, or Enterprise”
About omnichannel routing · Zendesk · checked
“Agents are automatically assigned tickets and don’t have to go looking for them”
Zendesk pricing page · Zendesk · checked
Vendor plan table: (Support Team | Suite Team | Suite Professional) Conversation routing Get conversations to the right agent based on their availability, capacity, and skill, as well as conversation priority
Custom agent roles
Source for Custom agent roles · checked 6 Oct 2026
Zendesk pricing page · Zendesk · checked
Vendor plan table: (Support Team | Suite Team | Suite Professional) Custom agent roles Specify permissions for agents and control what they have access to in Zendesk. | — | — | — |
Creating custom roles and assigning agents · Zendesk · checked
“Customer Service Suite Enterprise, or Enterprise Plus Employee Service Suite Professional, Enterprise, or Enterprise Plus Support Enterprise”
Creating custom roles and assigning agents · Zendesk · checked
“On eligible Zendesk plans, you can define your own agent roles and assign agents to those roles.”
Zendesk pricing page · Zendesk · checked
SAML single sign-on
Source for SAML single sign-on · checked 6 Oct 2026
Enabling SAML single sign-on · Zendesk · checked
“All Suites Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Professional, or Enterprise”
Enabling SAML single sign-on · Zendesk · checked
“Enable SAML single sign-on to let you use your company identity provider for sign in”
Zendesk pricing page · Zendesk · checked
Public knowledge base
Source for Public knowledge base · checked 6 Oct 2026
Getting started with your help center · Zendesk · checked
“All Suites Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Knowledge Professional or Enterprise”
Getting started with your help center · Zendesk · checked
“Branded customer-facing support site Knowledge base, for publishing self-service content”
Zendesk pricing page · Zendesk · checked
Custom reports
Source for Custom reports · checked 6 Oct 2026
Why can’t I create reports or dashboards in Zendesk Explore · Zendesk · checked
“Explore Lite agents can only access prebuilt dashboards created by Zendesk. Explore Lite plans don't permit users to create custom reports or dashboards.”
About the Zendesk Explore plan types · Zendesk · checked
Zendesk pricing page · Zendesk · checked
Vendor plan table: (Support Team | Suite Team | Suite Professional) Custom data exploration Create custom metrics, charts, filters, and dashboards using a point-and-click experience. | — | — | ✓ |
Zendesk pricing page · Zendesk · checked
Worth knowing
- Suite Team routes by agent status and capacity; Suite Professional adds skill and ticket priority.
Common workflow capabilities we've checked
Everyday capabilities shown for context. They do not affect your shortlist.
- Manually assign a support ticket to an agent: Documented on: Suite Team, Suite Professional, Suite Enterprise
- Retained extract: the banner is for the whole article, not only the manual-assignment section.
- Tickets cannot be assigned to light agents or collaborators; agents may be prevented from reassigning tickets.
- The banner also names Growth and Enterprise Plus (not canonical).
- Previous ledger claim was product-level only; this adds the plan set the retained extract states.
- Add private internal notes to a support ticket: Documented on: Suite Team, Suite Professional, Suite Enterprise
- The retained extract named no plan; re-fetched the article and used its banner, which covers the whole article.
- The banner also names Growth and Enterprise Plus (not canonical).
- Reuse saved replies in support emails: Documented on: Suite Team, Suite Professional, Suite Enterprise
- No retained extract existed for Zendesk saved replies; macros are the matching feature and were fetched fresh. Macros also run ticket actions.
- The banner covers the whole article and also names Growth and Enterprise Plus (not canonical).
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