Nemma and Zendesk, side by side

Price per agent per month. On top of that you pay for AI per automated resolution: a request that an AI agent resolved without escalating to a human.[Z1, Z2]

Support Team US$19, Suite Team US$55 and Suite Professional US$115 per agent per month on annual billing. On monthly billing the price is US$25, US$69 and US$149.[Z1, Z2]

Prices are in US$ on both the American and the Danish pricing page. Zendesk states that they support USD, EUR, GBP and BRL. The Enterprise plan requires contacting sales.[Z1, Z2]

5 automated resolutions per agent per month are included on Support Team and Suite Team and 10 on Suite Professional. Beyond that a resolution costs US$1.50 with prepaid volume (American pricing page) or US$2.00 pay-as-you-go. The Danish path shows £1.30 instead of US$1.50.[Z1, Z2]

Copilot is an add-on at US$50 per agent per month (only the annual price is stated). Suggested first replies in a case require Copilot.[Z1, Z2, Z11, Z12]

Suggested first replies propose the first reply in a case based on macros and help centre articles. The agent can send it unchanged, edit it or reject it. This applies to the first reply only.[Z11, Z12]

Auto assist proposes replies, instructions and actions following procedures written by an admin. The agent approves, and the system carries it out. Both require the Copilot add-on.[Z8, Z11]

AI agents resolve requests without a human on messaging and email (voice requires Zendesk voice). They are built from descriptions of procedures, can use actions and escalate to a human. They are included in all plans and billed per automated resolution.[Z2, Z13]

AI agents are identified to the end customer in Zendesk's messaging interface.[Z20]

The sidebar in Support shows orders with date and value, payment status, delivery status and tracking numbers. The lookup matches the case requester on email or phone against the order's and the account's.[Z5]

Action flows have steps for searching for orders, customers and products.[Z9]

An agent can refund an order, in full or in part, and cancel an order that has not shipped, from the Support app's sidebar when an admin has switched it on.[Z5, Z6]

Auto assist can propose lookups, cancelling the whole order with a refund and refunding selected items. The agent approves the proposal, and the system carries it out. Action flows have steps for cancelling an order and creating a refund.[Z7, Z8, Z9]

Zendesk's help centre recommends that actions that only read are pre-approved, and that actions that write, such as a refund, are approved by an agent.[Z8]

Zendesk's Shopify app is installed in Shopify and connected in Admin Center. Several shops can be connected. It is available on all Suite plans and on Support Team, Professional and Enterprise, and Support customers must also have Chat.[Z5, Z6]

Danish is among the languages an agent can choose in the interface, and the pricing page mentions Danish among 28 languages for the translated agent interface.[Z2, Z16]

Danish is listed among the languages that AI agents fully support.[Z15]

Zendesk can host the account's data in the USA, the EEA, the United Kingdom, Japan or Australia, but choosing a region requires the Data Center Location add-on. EEA data is hosted in the AWS regions Ireland and Frankfurt.[Z17, Z18]

Without the add-on, Zendesk can move the account's data between regions without notice. Zendesk also states that data may be processed by group companies and subcontractors in other countries, and that Marketplace apps are outside Data Center Location.[Z17, Z18]

Zendesk uses third-party language models. The help centre states that they are not trained on Zendesk data.[Z19]

Zendesk's own models may be trained on customer data to the extent the customer instructs it. Customer data is never used to train third-party language models.[Z20]

The customer owns their data, including AI input and AI output, and the providers of the language models may not use it for anything other than delivering and securing the AI services.[Z33]

14-day trial without a credit card. By default all features in Suite Professional are available, Copilot included.[Z2, Z32]

Subscriptions can be monthly, annual or multi-year. Monthly billing is more flexible and typically more expensive per month.[Z2]

Under the customer terms (for new customers from 1 August 2025) the subscription renews automatically unless at least 30 days' written notice is given. The plan and number of agents cannot be reduced during a subscription period, and fees cannot be cancelled or refunded.[Z22]

Only the account owner can cancel themselves, in Admin Center. The cancellation takes effect at the end of the current billing period.[Z23, Z34]

After cancellation the customer loses access. The account owner can have the account reactivated within 90 days, and after that the deletion of data begins.[Z25]

Data importer in Admin Center imports users, organisations, custom objects and IT assets. Cases are imported through the Ticket Import API, which only admins can use. Triggers do not run on imported cases.[Z29, Z30]