Introducing Zendesk Unlimited: AI-First Pricing with Unlimited Seats

AI is changing who does service work and how much of it businesses can take on. When pricing is based on the number of people with access, it can limit who gets to use AI and where. Zendesk Unlimited removes per-seat charges, giving businesses more flexibility to bring AI into more of their service work.

Customers choose from Outcome AI Platform Plans, which pair access to the Outcome AI Platform with an Outcome Budget for eligible outcomes. Plan fees, included capabilities, and budget terms vary by plan.

Interested in the Early Access Program? Contact Sales to discuss your use cases and eligibility.

Why Zendesk Unlimited: Pricing for how CX is changing

Service needs have changed. Today, a customer issue can start in one channel, move across teams, and involve AI along the way. Here, businesses need the freedom to involve more people and a clear way to track the work AI completes. But seat-based pricing charges for every person with access, even as AI takes on more service work.

Zendesk Unlimited is designed to meet both needs. Outcome AI™ Platform Plans remove per-seat charges, so you can give people access without adding a charge for each seat. They also use an Outcome Budget for eligible outcomes. Reporting shows which capabilities draw from the budget and lets you trace charges to individual outcomes, so you can see where AI is delivering value and decide where to expand.

How Zendesk Unlimited works: Outcome AI™ Platform Plans

Outcome AI™ Platform Plans have five components:

1. AI embedded throughout: Your teams can access AI capabilities across the platform without purchasing a separate seat-based add-on for each one. Capabilities vary by plan.
2. Unlimited seats: There is no per-seat charge for each person who needs platform access.
3. Platform base plan: A flat fee covers access to the plan’s foundational capabilities. The Essentials plan has no platform fee, just a minimum spend.
4. An Outcome Budget: A balance in your contracted currency used to pay for eligible outcomes. Charges are deducted as qualifying work occurs.
5. Platform add-ons: Optional platform capabilities such as Sandbox, Advanced Data Privacy and Protection (ADPP) and High volume API can be purchased separately. Add-on availability may vary during the Early Access Program.

What counts as an outcome?

Not every AI interaction or use of a platform capability is charged. Charges apply only when work meets the criteria for an eligible outcome.

Conversational outcomes are counted when a customer issue is resolved through a Zendesk conversation, whether AI resolves it, a service agent resolves it with AI assistance, or they resolve it together. One issue counts once, even if it involves multiple messages, channels, or agents. Conversational outcomes start at $0.99.

Operational outcomes are specific, measurable AI activities performed outside customer conversations. Examples may include running a standalone Custom Agent workflow or generating an analysis in Agentic Analytics. They extend the value of AI to tasks and workflows across the business. Simply having access to a capability or interacting with AI does not automatically result in a charge. For more information, see About outcome definitions for outcome based pricing.

How the Outcome Budget is used

You can add to your Outcome Budget as needed, and notifications help keep you informed as usage changes. Usage reporting shows which features draw from your budget and lets you trace usage to individual outcomes. This visibility helps you see where AI is delivering value and make informed decisions about future investments. For more information, see Managing outcome and voice budgets.

How AI outcomes are evaluated

Counting activity alone does not show whether AI completed the work effectively. All AI-handled conversations that qualify as automated resolutions will be evaluated by an LLM for quality and completeness. For more information, see Viewing outcome details.

Built on the Zendesk you know, evolved for outcomes

The Outcome AI™ Platform helps people and AI agents carry customer and employee requests through to a result. It brings together the conversations, workflows, knowledge, and tools needed to resolve an issue, complete a purchase, or help retain a customer.

Teams can see what worked and what didn’t, then use those insights to improve. Zendesk AI, the Learning Loop, Voice, and other service capabilities help businesses improve outcomes over time.

Who is the Early Access Program for?

The Early Access Program may be a fit for organizations looking to expand AI across service, give more people access to the platform without per-seat charges, or connect eligible outcome charges to work completed. It may be especially relevant for teams facing changing service demand or exploring how AI can support both customer conversations and operational work.

Interested in the Early Access Program? Contact Sales to discuss your use cases and eligibility.

Frequently asked questions