Zendesk
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How much does Zendesk cost?
Median buyer pays
$46,751
Based on data from 993 purchases, with buyers saving 15% on average.per year
Median: $46,751
$7,332$246,960
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About Zendesk
Zendesk Overview
Zendesk is a cloud-based customer service platform that offers an enormous array of tools, including a helpdesk, email marketing, live chat, sales, employee engagement, and customer engagement software.
Compare prices for similar companies
| Supplier | Zendesk | Ada |
|---|---|---|
| Median Contract Value | $46,751 | $70,230 |
| Avg Savings | 14.93% | 17.48% |
Negotiation insights
Discount levers
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What you can give to move the needle on pricing
RenewalsNew purchases
Low chances of successMedium chances of successHigh chances of successVendr community insights for Zendesk
Company with 201-1000 employeesThis year
"We had been unhappy with pricing and support and are considering Pylon as an alternative "Company with 201-1000 employeesThis year
"Were very willing to incentivise us to purchase users upfront for our renewal where we were moving to up tier. "Company with 201-1000 employeesThis year
"The supplier offered us an additional 3% discount for a three year term over a two year term. "Company with 201-1000 employeesThis year
"Was able to engage 2 months before renewal date. Completed renewal and keep 30% discount in place for renewal. "Company with 201-1000 employeesThis year
"Team was able to leverage 24 month vs 12 month to keep discounts in place for a 12 month term"Company with 201-1000 employeesThis year
"Adding AI to our agreement, we needed to match the number of users we had in Suite. As an additional service, we were able to gain 10% discount on the AI SKU"Company with 201-1000 employeesThis year
"We were able to push for Quarterly payments on our renewal"Company with 201-1000 employeesThis year
"Having our renewal maintain the same number of Users for Enterprise Suite, we were able to waive our 7% annual increase with little pushback"Company with 201-1000 employeesThis year
"Zendesk shared they have a 60K ARR minimum to accept legal changes/custom terms "Company with 201-1000 employeesThis year
"We ended up getting a ~30% discount upon renewal after initially be proposed only a 3% discount. We have noticed a trend with Zendesk in response time, expect at least 1 full week before a response is given to emails. Start your renewal conversations early to give you ample time to fit the uplifts being proposed by Zendesk this year. "Company with 201-1000 employeesThis year
"We were able to get the 10% renewal uplift removed through leveraging support issues we experienced. "Company with 201-1000 employeesThis year
"Zendesk standard support SLA is 73 hours, Premiere support bumps that up to 24 hours. Zendesk is willing to heavily discount Premier support for those who have had negative experiences."Company with 201-1000 employeesThis year
"We auto-renewed with Zendesk as our rep did not respond to our requests for engagement. "Company with 201-1000 employeesThis year
"Approaching our renewal at least 3 months in advance gave us the opportunity to loop in senior leadership to our negotiations when possible to highlight concerns, and adjust scope where necessary. This resulted in a more efficient conversation with Zendesk were we were able to obtain 15% off our overall contractual spend for 12 months."Company with 201-1000 employeesThis year
"Qualys typically applies a 5-10% annual uplift on renewals. If you're seeing increases beyond this range, it’s worth questioning the justification."Company with 201-1000 employeesThis year
"We were able to secure Net 60 payment terms and negotiated discount of ~16% in exchange for multi year terms. "Company with 201-1000 employeesThis year
"Zendesk will not undercut resellers offers at renewal, if you are already leveraging a reseller to purchase."Company with 201-1000 employeesThis year
"Zendesk will discount for additional users and multi-year. Discounts typically start around 50 users."Company with 201-1000 employeesThis year
"Leveraging overlapping SKUs with other suppliers already in place, we were able to push for 3 year pricing on our 1 year agreement"Company with 201-1000 employeesThis year
"Zendesk raised price by $30 per user per month due to right sizing contract after over purchasing on the previous renewal. They also did not offer any additional discounts to add on new features."Company with 201-1000 employeesThis year
"Zendesk will offer additional discount for growth at renewal and a multi-year contract."Company with 201-1000 employeesThis year
"Zendesk was trying to get us to upgrade to the suite offerings from our legacy plan, however, they were unable to show a direct comparison and explain why it would be advantageous to us to switch. As a result, we opted to stay on our current plan."Company with 201-1000 employeesThis year
"We secured a win of a renewal increase of 3%. It took multiple rounds of negotiations but we were able to land at this low number, down from the original 7% renewal lift."Company with 201-1000 employeesThis year
"We were able to secure unit pricing of $155, from the list price of $169, even with a descope in user count by citing specific justification for the descope. Net 30 semiannual payment terms. "Company with 201-1000 employeesThis year
"Zendesk refuse to discount when moving from a reseller to direct due to their agreements with the reseller parties. "Company with 201-1000 employeesThis year
"Zendesk's premier support offering is 20% of the total contract cost."Company with 201-1000 employeesThis year
"After a frustrating renewal process with Zendesk, we ended up signing for only a one year term and intend to take the next year to evaluate Freshdesk and Service Cloud as alternatives. Zendesk increased our pricing 40% upon renewal and was unwilling to work with us to bring the cost down."Company with 201-1000 employeesThis year
"Zendesk Assist is a services offering - basically paying for additional hourly resource for hands on configurations to be completed for your organization."Company with 201-1000 employeesThis year
"Zendesk is encouraging all legacy users to move forward to the Suite plans and is offering discounts as a result. However, the overall cost of the Suite plans is more expensive than legacy pricing. We were able to reference the need for a further discount if Zendesk wanted us to move to the new suite package pricing. In exchange, we offered a two year term to be able to get further savings on the pricing. "Company with 201-1000 employeesThis year
"Zendesk will attempt to require 30 day notice of their renewal even if you are NOT on auto renewal. "Company with 201-1000 employeesThis year
"We were able to get QA added upon renewal but for only half the number of agents we have for Suite by referencing that we did not need all agents to have this tool. "Company with 201-1000 employeesThis year
"We had added more seats mid contract, which then canceled out our previous terms of not being on auto renewal. Therefore, our renewal for this year had autorenewed before we were able to make any changes. That said, we were able to get this removed for the renewal in 2025."Company with 201-1000 employeesThis year
"We were able to have special terms regarding the use of our logo (we did not want to allow this) added to our renewal."Company with 201-1000 employeesThis year
"In exchange for keeping the SKU on the contract and not fully removing due to cost, we were able to secure discounted pricing for the Advanced AI, list price of $50 negotiated down to $5. "Company with 201-1000 employeesThis year
"After multiple rounds of negotiations, we were able to secure discounted pricing for the Advanced AI, list price of $50 negotiated down to $5. Due to the scope being reduced, the Zendesk team refused to alter the Suite Professional pricing, even after looping in leadership. "Company with 201-1000 employeesThis year
"We were able to secure pricing of $145 per agent, down from the original list of $169 per agent. The Zendesk team pushed hard to add in additional AI line items but the team confirmed not needing the extra elements at this time. Net 30 payment terms for this single year renewal. Talk telephone credits attached at the discounted offer of $10 total for the 1000 credits."Company with 201-1000 employeesThis year
"Zendesk reps are incentivized with growing the SKU breakdown and pushing the AI components. They are using these additions to the scope as incentives for discounting and stronger unit pricing across the contract. "Company with 201-1000 employeesThis year
"We were able to secure the negotiated pricing of $155/user, down from list pricing of $169/user, even after multiple rounds of descope in the single year terms. This was based on budget constraints and the reasoning behind each descope request. "Company with 201-1000 employeesThis year
"Zendesk almost never offers list pricing, even on descopes. Ensure your contract is lower than list and pull on multi year, competition, and growth of contracts as the top levers for further discounting."Company with 201-1000 employeesA while ago
"Beware that Zendesk has started to enforce the no changes after 30 days before the renewal clause in the terms. Work with legal to get these removed or to combat so the team can have time to finalize counts and term length within that final month before the renewal deadline. "Company with 201-1000 employeesA while ago
"We were able to secure discounted pricing in exchange for a 36 month agreement. Original unit pricing of $115 for Enterprise Suite, negotiated down to $101.97. "Company with 201-1000 employeesA while ago
"Zendesk encouraged us to move towards the Enterprise Suite and away from Legacy products upon renewal. However, initially, they were looking to charge us Suite list price for this transition. We were able to emphasize this discrepancy and get a 27% discount in exchange for a 2 year term. "Company with 201-1000 employeesA while ago
"If you do a mid contract add on with Zendesk YOU MUST FOCUS ON MAINTAINING ANY SPECIAL TERMS! Our original contract included special terms removing auto renew, but because we added seats mid contract, we reverted back to standard terms."Company with 201-1000 employeesA while ago
"Zendesk has a set up where renewals with no changes have one lead and if there are any changes of upgrades or increases, another lead takes over. Be careful to kick off conversations asap as the communication speed has been noted as a challenge with this supplier and team."Company with 201-1000 employeesA while ago
"We were able to bring the pricing of the AI add on down to $5 from the original offer of $25 due to budget constraints and the team requesting to cut the add on to save in costs. "Company with 201-1000 employeesA while ago
"Zendesk instituted a renewal increase across all tiers - citing the top ways to bring this down including line item add ons and growth of contract/contract spend. "Company with 201-1000 employeesA while ago
"We were at risk of using all our agents in our pooled model, and Zendesk was reaching out about adding more agents to make it through the duration of our term. They initially offered $150 per Enterprise agent, but we were able to reference economies of scale to get this decreased to $125/agent for the additional users."Company with 201-1000 employeesA while ago
"They provided us a 34% discount off list price for Zendesk Suite - Enterprise based on our growth and long-standing partnership. "Company with 201-1000 employeesA while ago
"Zendesk was trying to increase the prices of each SKU upon renewal. We were able to reference budget and product frustrations in order to get the pricing to remain the same year over year on a two year term."Company with 201-1000 employeesA while ago
"We were unable to negotiate our pricing since our contract auto-renewed. "Company with 201-1000 employeesA while ago
"We were able to get AI seats at $35/user upon our renewal as a new add on."Company with 201-1000 employeesA while ago
"Zendesk offered a 22% discount when moving from monthly payment terms to annual as prescribed by their website. With less than 10 users they were not willing to further incentivize this."Company with 201-1000 employeesA while ago
"We were able to decrease our user count significantly and upgrade from Pro to Enterprise to secure a PPA of $119. This was due to almost churning off Zendesk completely, given frustrations and lack of usage and knowledge within our company. "Company with 201-1000 employeesA while ago
"Zendesk was attempting to raise us to list price, but we emphasized growth during the contract term, as well as product frustrations, and were able to get a flat renewal in exchange for a two year term."Company with 201-1000 employeesA while ago
"We were able to secure a 20% discount on a single year renewal in exchange for growth of contract and June signature. We also secured Net 45 terms which is always a win. "Company with 201-1000 employeesA while ago
"After multiple rounds of negotiation, we were able to secure a 6 month agreement as well as Net 45 payment terms. We are ecstatic to secure a shorter contract length given the need to protect the budget and possibly move to another platform we already pay for. "Company with 201-1000 employeesA while ago
"The contract at $40K is below Zendesk's threshold to do an offline/negotiated MSA. We will revisit this issue as part of the next renewal. We were happy that we were able to secure pricing of $169, down from the list price of $219 for Zendesk Suite Enterprise for 20 agents. This scope is on the lower end of count and it was great to secure pricing below list. "Company with 201-1000 employeesA while ago
"Zendesk quoted $149 as list price for Suite Professional and we were able to negotiate this down to $105 in exchange for quick movement and the Advanced AI add on. We were surprised by the initial offer but happy with the final quote with the additional value add. "Company with 201-1000 employeesA while ago
"We were able to secure unit pricing of $95.23 with list being $149. Incredible speedy movement and communication by the team, securing signature a month before renewal date. "Company with 201-1000 employeesA while ago
"After many rounds of negotiation and meetings, we are thrilled to have secured a 6 month agreement at a discounted rate! We are thankful to the Zendesk team for honoring our budget goals and term length and had to remain firm with these requirements to get approval from leadership."Company with 201-1000 employeesA while ago
"We were able to secure Suite Enterprise pricing of $120, down from list of $219 and then down to $149 by signing for 36 month terms. Thrilled to lock down this strong pricing, acknowledging that increases continue to take place with this bigger suppliers. "Company with 201-1000 employeesA while ago
"We were disappointed that Zendesk was unwilling to discuss and negotiate pricing and that they tried to lock us into the same contract we currently have that is not a fit for our needs. Luckily there is a self service renewal that we were able to do instead to at least downgrade the account and number of seats."Company with 201-1000 employeesA while ago
"We were able to get the contract paid via the AWS marketplace and secured a discount even with a descope in user count from the original offer to the final renewal agreement. The price went down by $49 per user."Company with 201-1000 employeesA while ago
"We did not have a particularly strong rate on Zendesk coming into the renewal, Zendesk typically charges a 7% uplift for a flat renewal, but we started the negotiation by getting this down to 3% leveraging a poor renewal conversation and experience with changing reps. We then added 10% more users, to drive better rates. In the end, we ended up paying under 200 euros more across the year (vs last year) for 7 extra users."Company with 201-1000 employeesA while ago
"Was able to negotiate a flat renewal due to product issues "Company with 201-1000 employeesA while ago
"Zendesk is implementing a standard 7% uplift upon renewal. This can be decreased (or in some cases removed) by referencing product frustrations, adding licenses/products, and signing a longer term agreement."Company with 201-1000 employeesA while ago
"We had to decrease our number of licenses upon renewal. When we did this, the price went up significantly. However, after persistently referencing a list of product frustrations with the tool and threatening not to renew, Zendesk agreed to maintain our PPA (Price Per Agent) upon renewal."Company with 201-1000 employeesA while ago
"We were able to secure a discounted price on Suite- Enterprise, landing closer to $160 instead of the list price of $219. Net30 as best term offer from Zendesk. "Company with 201-1000 employeesA while ago
"Was able to maintain legacy pricing and support at renewal by leveraging budget constraints and competition "Company with 201-1000 employeesA while ago
"We were able to lock in our discounted price for any additional users added during this term. Semi-Annual Payments also granted on our 12 month renewal"Company with 201-1000 employeesA while ago
"Zendesk will try to raise pricing upon renewal and will not offer any wiggle room unless you threaten not to renew AND gave notice of this outside of the 30 day renewal window. "Company with 201-1000 employeesA while ago
"If you are looking to sign for the AI module they will hold your pricing flat for the core renewal (vs the typical 7% uplift). The AI module must also be purchased for every user you cannot decide to only test it out on say 20% of your current user base.
"Company with 201-1000 employeesA while ago
"We were able to secure discounted pricing even with a descope in user count due to multi year terms."Company with 201-1000 employeesA while ago
"Zendesk was willing to honor our discount percentage upon renewal despite decreasing our license count after citing multiple product issues that led us to reconsider renewing. "Company with 201-1000 employeesA while ago
"We were able to secure a 5% discount on the Advanced AI add on, one time, nonrecurring. Zendesk has become less supportive with discounts after the renewal lift this year and the main way of securing any support is through adding AI to the scope. "Company with 201-1000 employeesA while ago
"Partnering with Vendr, we successfully leveraged our long-standing relationship, economies of scale, and pre-approved budget to negotiate away the initially proposed 9% uplift. This strategic collaboration resulted in a significant cost saving of $43K for our team. While we encountered challenges during the legal negotiation phase with ZD, noting a degree of inflexibility, these experiences have informed our decision to pursue shorter-term engagements of no more than 12 months with them. "Company with 201-1000 employeesA while ago
"Was able to remove use of trademarks and logo usage from MSA. "Company with 201-1000 employeesA while ago
"Experienced delayed responses from sales rep during renewal process. Be aware as this will cause short runway times during negotiations."Company with 201-1000 employeesA while ago
"Upon renewal the supplier increased the unit rate by 15% due to descoping. Thankfully the list price was extended to the end users"Company with 201-1000 employeesA while ago
"We were able to renegotiate the early renewal offer, citing forward movement for a decreased lift. Zendesk shared that the contracts would be increasing dramatically come 2024 and this is the time to take advantage of better offers. "Company with 201-1000 employeesA while ago
"Were were able to waive uplift upon renewal because they didn't give us more than 30 days notice of a price change. "Company with 201-1000 employeesA while ago
"Zendesk notified us of a price increase less than a month before our renewal date. We were able to remove the uplift by arguing that our finance team did not have time to effectively plan for this uplift"Company with 201-1000 employeesA while ago
"We were able to get the uplift waived given a small increase in users "Company with 201-1000 employeesA while ago
"We were unsuccessful moving from monthly to annual contract as Zendesk would not discount heavily enough to entice the move to an Annual Contract"Company with 201-1000 employeesA while ago
"Requested quarterly payments and they were only able to offer semi-annual "Company with 201-1000 employeesA while ago
"We were able to obtain 27% savings on a new purchase for a small number of licenses by focusing on the budget available for the project. If the budget couldn't be met, we would have to delay signature and continue evaluating other options."Company with 201-1000 employeesA while ago
"Zendesk raised their prices this year but we were able to get close to our original pricing with a 3-year agreement. "Company with 201-1000 employeesA while ago
"We had extremely advantageous pricing at $105 / agent that the team tried to remove during this renewal, as well as instituting a significant uplift. We were able to keep this pricing on the table by offering early signature by EOM. "Company with 201-1000 employeesA while ago
"We were able to reduce our user count at time of renewal to help with cost savings and leveraged tight budgets and the economy to obtain better pricing."Company with 201-1000 employeesA while ago
"Zendesk had a price increase on July 23' which raised our per-user cost by 13%- pushing back on budget and having concerns about increasing user during the term at the new rate we were able to get a flat renewal at our previous per-user cost "Company with 201-1000 employeesA while ago
"We had a slight descope in users, the supplier provided us with a 23% discount from list price."Company with 201-1000 employeesA while ago
"We were proposed a 7% uplift on our contract even with 10 added users through the term. We did several rounds of negotiations using budget restrictions, leadership involvement, support issues, etc and we were only able to get the uplift lowered to 3%. We did get semi-annual payments and marketing/logo use removed. "Company with 201-1000 employeesA while ago
"We're seeing aggressive uplift for 1 year renewals with no growth (up to 15%). Zendesk offered 8% uplift to add users and would waive uplift for a 2 year commitment. "Company with 201-1000 employeesA while ago
"Zendesk is actively moving renewals as close to list price as possible which would have been a 15% increase here. Instead, stakeholder negotiated flat pricing without the proposed increase in seats that they simply would not be in the foreseeable future. Leveraged churn and executive connection."Company with 201-1000 employeesA while ago
"Zendesk was unwilling to early renew in order to lock in price prior to pricing increase. "Company with 201-1000 employeesA while ago
"Due to Zendesk's July 23' price increase our per agent cost increased by 10%. we were able to secure no per-agent increase with growth and budget allocation based on previous contract pricing."Company with 201-1000 employeesA while ago
"We were able to reduce the uplift language in the contract for future proofing "Company with 201-1000 employeesA while ago
"Zendesk was trying to raise our price per seat by 8% on this years renewal. There was no communication on this until a week before our renewal so we fought back on this and were able to secure flat pricing on an auto-renewal. "Company with 201-1000 employeesA while ago
"Supplier will propose uplifts as high as 16% without prior notice. With budget and scale talk tracks they removed this! "Company with 201-1000 employeesA while ago
"Since user growth was minimal YoY, were able to get 4% savings by engaging in a two year deal. ZenDesk mentioned they will only be giving discounts based on economies of scale on renewals inclusive of significant user growth, 100+ users. "Company with 201-1000 employeesA while ago
"We were able to get a 10% discount by holding firm with finance and leveraging a multi-year contract. "Company with 201-1000 employeesA while ago
"Zendesk was willing to reduce scope/move from annual to month-to-month or 6-month terms, but had zero flexibility in discounting rates for anything less than a 1-year agreement. "Company with 201-1000 employeesA while ago
"Zendesk was willing to honor one time discount again due to budget restrictions."Company with 201-1000 employeesA while ago
"Zendesk was willing to honor the previous year's one time discount in exchange for a two year contract term after sharing the customer's budget restraints and that the contract had already been approved by finance for a flat renewal."Company with 201-1000 employeesA while ago
"Zendesk is raising their pricing around July 2023. They are still determining what exact costs will be per line item, but have stated that for current customers they won't increase their contracts by more than 7% for this year's increase. New pricing to come - so we'll update this insight once we have official new pricing for each sku. "Company with 1-200 employeesA while ago
"Zendesk offered us 6 months free on their Growth plan as we were evaluating a purchase."Company with 1-200 employeesA while ago
"By agreeing to sign before the end of the year, we were able to get 3 free months of service on a 3 year deal."Company with 201-1000 employeesA while ago
"We were able to get 8.5% off of the license fees and obtain an additional credit for free users thanks to our growth."Company with 201-1000 employeesA while ago
"They were adamant that they require 30+ days notice for adjustments applied to any upcoming term, per the Zendesk MSA: https://www.zendesk.com/company/agreements-and-terms/master-subscription-agreement/ This includes modifications to special terms, and any product/quantity adjustment which results in a reduction to the contract value."Company with 201-1000 employeesA while ago
"It's worth notifying them of any reduction in licenses that need to be made before the 30 days renewal window. They did not allow any reductions to be made within that 30 period, even when we had given notice on opting out of the auto-renewal clause earlier."Company with 1-200 employeesA while ago
"They were able to waive clauses around both auto-renewal and marketing rights."Company with 201-1000 employeesA while ago
"We were replacing Kustomer with Zendesk, so we aimed to get pricing as similar as possible and implemented a tiered pricing structure to account for upcoming growth."Company with 1-200 employeesA while ago
"To secure some savings, we removed an add-on feature that was originally being included in the quote and removed a license in order to get us where our budget allowed."Company with 1-200 employeesA while ago
"They were willing to credit us with a one-time fee to push forward our new purchase. "Company with more than 1000 employeesA while ago
"We got a significant discount (>$60k) on Premium Support due to a bad experience with their CS team."Company with 201-1000 employeesA while ago
"The process takes an exorbitant amount of time if you try to co-term multiple contracts with Zendesk."Company with 1-200 employeesA while ago
"We were able to push back on their new plans/pricing model as well as the uplift fee they proposed during our renewal conversation."Company with more than 1000 employeesA while ago
"Our sales rep held firm that discounts could only be applied to product add-ons, not seat additions."Company with 1-200 employeesA while ago
"They agreed to move us to NET30 payment terms, but would not accept NET45. "About Vendr
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