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Live Chat Software · Rank #9 of 10

Zendesk Chat review and pricing

Zendesk Chat (formerly Zopim) bundled inside Zendesk Suite under PE ownership.

By Zendesk (Permira / Hellman & Friedman) · Founded 2014 · San Francisco, CA · pe backed

Zendesk Chat is the live chat module inside Zendesk Suite, originally Zopim (acquired by Zendesk in 2014). In November 2022 a Permira and Hellman & Friedman consortium completed a $10.2 billion take-private of Zendesk, making the company PE-backed. Zendesk Chat is now bundled inside Zendesk Suite tiers with Zendesk AI Agents (covered as zendesk-ai in our [Top 10 AI Chatbots](/top-10-ai-chatbots) ranking) fronting the AI layer. Strengths: native Zendesk Suite integration, default for Zendesk-anchored support orgs, mature parent helpdesk, and 300+ integration ecosystem. Trade-offs: outside Zendesk ecosystem irrelevant, pricing increases reported post-Permira and H&F acquisition, support inconsistency post-acquisition, and Zendesk Chat as a standalone product is no longer sold (Zopim line discontinued).

Visit Zendesk Chat Vendor pricing Compare to Smartsupp
Best for

Zendesk-anchored support orgs (50 to 50,000 employees) wanting live chat bundled with Zendesk Suite without adding a separate live chat vendor.

Worst for

Non-Zendesk shops (Intercom or LiveChat better), buyers wanting transparent pricing (Zendesk pricing moved opaque post-acquisition), or budget-conscious SMBs (Tawk.to or Crisp cheaper).

Vendor Trust Score

Is Zendesk Chat a trustworthy vendor?

6.6/10
Mixed
Pricing transparency
Published rates; no hidden fees
6.5
Contract fairness
Reasonable terms; no auto-renew traps
6.0
Incident response
How they handle outages and breaches
7.5
Post-acquisition behavior
Customer treatment after M&A or PE
6.0
Executive stability
Leadership churn over 24 months
7.0
Roadmap honesty
Public commitments held
6.5
Trust signal log
  • 2014-04-22
    Zendesk acquired Zopim for $30M; rebranded to Zendesk Chat
  • 2022-11-22
    Permira and Hellman & Friedman completed $10.2B take-private of Zendesk
  • 2024-03-22
    Zendesk acquired Ultimate.ai for AI Agent capabilities
  • 2025-06-22
    Pricing increases reported by mid-market buyers post-acquisition
Vendor Trust is scored independently of product quality. A great product from an unfair vendor still earns a low trust score.
Review Intelligence

What 5,680 reviews actually say

Synthesized from G2, Capterra, Reddit, Trustpilot. Patterns >15% prevalence shown.

Last synthesized
2026-05-01

Praise patterns

  • Native Zendesk Suite integration
    84% →
  • Default for Zendesk-anchored support
    71% →
  • Strong integration ecosystem
    64% →

Complaint patterns

  • Pricing increases post-Permira / H&F acquisition
    51% ↑
  • Support inconsistency post-acquisition
    47% ↑
  • Innovation pace below newer pure-plays
    38% ↑
Sentiment trend (6 months)
72/100 0 pts
12
01
02
03
04
05
Patterns are extracted from review corpus and human-verified. We surface trends, not anecdotes.
Verified Pricing

What buyers actually pay

487 anonymized deal disclosures · last updated 2026-05-01

Contribute your deal price
Company size Median annual
50 to 200 employees $28,800
200 to 1,000 employees $96,000
1,000+ employees $480,000
Verified pricing is crowdsourced from buyers under anonymity guarantees. Vendor-listed prices are validated against actual deals quarterly.
Compliance & Security

Auto-verified certifications

Verified 2026-05-01
SOC 2 Type II
ISO 27001
HIPAA
GDPR
CCPA
PCI DSS
FedRAMP Authorized

Editorial: Strengths

  • Native Zendesk Suite integration
  • Default for Zendesk-anchored support orgs
  • Mature parent helpdesk
  • 300+ integration ecosystem
  • Multi-channel native (web, mobile, social)
  • Strong reporting and analytics

Editorial: Weaknesses

  • Outside Zendesk ecosystem irrelevant
  • Pricing increases reported post-Permira / H&F acquisition
  • Support inconsistency post-acquisition
  • Zendesk Chat standalone no longer sold (Zopim discontinued)
  • Innovation pace below newer pure-plays

Key features & integrations

  • +Live chat widget inside Zendesk Suite
  • +Multi-channel (web, mobile, social, email, voice)
  • +Shared agent workspace
  • +AI Agents handoff
  • +Reporting and analytics
  • +Mobile SDKs
  • +300+ integrations
  • +Workforce management add-on
300+ integrations
SalesforceSlackJIRAShopifyHubSpotMicrosoft TeamsZoom
Geography supported
Global; strongest in US, EU, UK, Australia
Best fit
50 to 50,000 employees · Zendesk-anchored support orgs
Editorial deep-dive

Read our full ranking of Live Chat Software

Zendesk Chat ranks #9 in our editorial review of 10 live chat software platforms. The deep-dive covers methodology, comparison tables, decision matrix, migration scoring, and FAQs.

Read the full ranking

Closest alternatives in Live Chat Software

#8
Smartsupp
Czech-headquartered SMB live chat with video recordings and Central European compliance fit.
★ 4.5 public
#10
Pure Chat
Ruby-owned simple SMB live chat with Ruby live-agent upsell.
★ 4.3 public
#7
ChatBot
LiveChat Inc-owned chatbot product designed to pair with LiveChat for human handoff.
★ 4.5 public
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