Zendesk Suite Professional builds upon Suite Team and Suite Growth. It is designed for growing organizations that require deeper insights, seamless cross-team collaboration, and advanced automation of the customer journey.
Feature Overview
The Professional plan introduces powerful tools for complex workflows and global scaling:
| Feature | Value for your team |
|---|---|
| Side Conversations | Collaborate with colleagues via Slack or email directly within a ticket, invisible to the customer. |
| SLA & Business Hours | Set Service Level Agreements (SLA) to ensure timely responses to priority customers. |
| CSAT Surveys | Automatically measure customer satisfaction after every solved ticket for performance insights. |
| Skills-based Routing | Automatically route tickets to agents with the right expertise or language skills. |
| Light Agents | Provide free view-only access to tickets for employees in other departments. |
Who is this plan for?
- Mid-to-Large Teams: Organizations requiring structured collaboration across departments.
- SLA-Focused Businesses: Companies with contractual response time obligations.
- International Players: Teams operating across languages and time zones needing data locality control (EEA).
When to upgrade to Suite Enterprise?
Consider Zendesk Suite Enterprise if you require maximum control:
- Sandbox Environment: Test workflows without affecting live operations.
- Custom Roles: Define granular permissions for different agent groups.
- Advanced Content Management: Advanced approval workflows for your knowledge base.
Considering the Professional plan? As your Premier Partner, SoftwareOne helps you implement advanced features like SLA targets and skills-based routing to ensure maximum ROI.
Frequently Asked Questions
How much does Suite Professional cost?
Pricing starts at $115 per agent per month, billed annually.
Does it support data locality (GDPR)?
Yes, the Professional plan allows you to choose your data location (e.g., EEA/Europe) to meet security requirements.
Summary: Zendesk Suite Professional is the complete solution for businesses requiring professional collaboration and deep analytics.