Guzli vs Zendesk
Guzli vs Zendesk is a suite with seats and automated resolutions versus chat plus voice plus phone on one published plan. Suite includes AI Agents; Copilot is the $50/agent add-on. Extra resolutions have been published at $1.50 committed or $2.00 pay-as-you-go; Don’t allow overage pauses AI agents. Most teams keep Zendesk and put Guzli in front. The third column is Freshdesk. Hobby is $49 chat only. Voice starts on Standard. Guzli does not replace SLAs, Explore, light agents, or the marketplace.
Quick verdict: Choose Guzli if you want chat plus voice plus phone on one published plan and you will keep Zendesk as the desk. Choose Zendesk if SLAs, Explore, light agents, and the marketplace are the job. Choose Freshdesk if you want the twin suite instead of Zendesk seats.
From $49/mo, flat — cancel anytime.
Suite seats and resolutions versus a front-line agent
| Feature | Guzli | Zendesk | Freshdesk |
|---|---|---|---|
| Full helpdesk / SLAs / Explore / marketplace | |||
| Suite AI Agents included | Partial | ||
| Website chat + on-site voice + inbound + outbound on one knowledge base | Partial | ||
| Per-agent seats | |||
| Automated resolution meters | |||
| Don’t allow overage pauses AI | Partial | ||
| Unified inbox + auto-create tickets | |||
| Knowledge from the website plus Zendesk, HubSpot, or Salesforce tickets | Partial | ||
| Named tools (Shopify, Stripe, Calendly, Salesforce) | Partial | ||
| Copilot / WFM / Contact Center add-ons | Partial |
Per-agent Suite plus $1.50 ARs versus plan plus talk
Don’t allow overage pauses AI. Guzli bills overage and stays up.
Guzli pricing
From $49/mo
- Hobby is $49 chat-only — no per-seat fees
- Voice starts Standard at $149 + 16¢/min; Pro is $499 + 14¢/min
- Named tools: Shopify, Stripe, Calendly, Slack, WhatsApp, and the desks you keep
- Not a Shopify App Store app
Zendesk pricing model
20% off annual on zendesk.com/pricing (read 20 Sep 2026). Support Team $19 annual / $25 monthly per agent (email + ticketing only). Suite Team $55 / $69 (AI Agents, messaging, telephony). Suite Professional $115 / $149 (Admin Copilot, IVR). Suite Enterprise is talk-to-sales. Copilot $50/agent/mo yearly; WFM $50; Contact Center $83. Copilot 5 uses/agent/mo pooled, cap 500/instance. Public compare still lists Team/Suite Team 5 ARs/agent/mo, Suite Professional 10, Enterprise 15; light agents get none. Extra ARs $1.50 committed or $2.00 PAYG. Allowance model from 18 May 2026: Suite Team $2 / Professional $5 / Enterprise $10 per agent/mo, unused does not roll, max $5,000/year. 14-day trial defaults to Suite Professional + Copilot.
What to model before committing
- • Your expected monthly conversations and calls
- • Seats or usage meters that grow with your team
- • Add-ons needed to match an all-in-one platform
Model summary based on published pricing at the time of writing — check Zendesk’s site for current numbers.
Why SLAs and Explore still run the org
Zendesk’s desk and marketplace wins
- • Mature helpdesk — tickets, SLAs, Explore, light agents, and a marketplace Guzli does not try to replace
- • Suite includes AI Agents, messaging, and telephony — AI is not a hidden extra on Suite
- • Talk numbers and per-minute rates are public (inbound $0.016/min and $0.005/min AI-agent connection on the Talk usage page, read 20 Sep 2026)
- • Default overage setting keeps AI agents on and bills PAYG instead of going dark
Where $1.50 resolutions hurt
- • Per-agent Suite seats plus Copilot at $50/agent/mo yearly, WFM, and Contact Center stack on the same invoice
- • Automated resolutions still meter: extra ARs $1.50 committed or $2.00 PAYG; Don’t allow overage pauses AI agents
- • Allowance pools from 18 May 2026 do not roll; max $5,000/year
- • Voice AI still sits on Talk minutes plus a $0.005/min connection and a resolution if the turn is verified — Help still labels an EAP path; Zendesk has also announced GA
Resolution allowances, from Zendesk Help
Sourced Zendesk complaints and vendor docs, with links. These are not Guzli customers. Pair each with why someone should still stay on Zendesk.
“Don’t allow overage pauses AI agent functionality when you reach your resolution allowance limit. Suite Team $2, Professional $5, Enterprise $10 per agent/mo; unused does not roll; max $5,000/year.”
Zendesk Help, Managing resolution allowances · 20 Sep 2026 · Source
“Assisted and Contained automated resolutions are not billed. Verified resolutions are. Voice ends on hangup.”
Zendesk Help, About automated resolution tiers · 18 May 2026 · Source
“AI agent connection $0.005 per minute while a voice AI agent is connected to the call. Inbound calls $0.016 per minute. Recording $0.003 per minute.”
Zendesk Help, Talk number availability and pricing · 20 Sep 2026 · Source
The honest split
TL;DR: Zendesk is the suite. Suite includes AI Agents. Copilot is the $50/agent add-on. Extra automated resolutions have been published at $1.50 committed or $2.00 pay-as-you-go (PAYG); Don’t allow overage pauses AI agents. Most teams keep Zendesk and put Guzli in front for chat and voice. Freshdesk is the twin desk. Guzli does not replace SLAs, Explore, light agents, or the marketplace.
Last updated: 20 September 2026.
Suite already ships AI Agents
Support Team is email and ticketing only. Suite Team adds AI Agents, messaging, and telephony. Suite Professional adds Admin Copilot and IVR (interactive voice response). Writing Zendesk as “AI optional” is wrong.
zendesk.com/pricing (read 20 September 2026), 20% off annual: Support Team $19 / $25 per agent; Suite Team $55 / $69; Suite Professional $115 / $149; Enterprise talk-to-sales. Copilot $50/agent/mo yearly (5 uses/agent/mo pooled, cap 500/instance). Workforce management (WFM) $50. Contact Center $83. The 14-day trial defaults to Suite Professional + Copilot.
Guzli is not a seat product. Chat-only Hobby is $49. Voice is $149 + 16¢/min on Standard, $499 + 14¢/min on Pro.
Resolutions at $1.50 and the pause switch
Two Zendesk AI bills can be in force — confirm which contract you signed. Public compare still lists Team / Suite Team 5 automated resolutions (ARs) per agent/mo, Suite Professional 10, Enterprise 15; light agents get none. Extra ARs have been published at $1.50 committed or $2.00 PAYG on plan-comparison materials; zendesk.com/pricing itself does not print those dollar rates. From 18 May 2026 an allowance model is a USD pool that does not roll, max $5,000/year — Suite Team $2, Professional $5, Enterprise $10 per agent/mo on Managing resolution allowances. Assisted and Contained are not billed; Verified are. Voice ends on hangup. Default overage keeps AI on and bills PAYG. Don’t allow overage pauses AI agents.
Talk minutes are not the same knowledge base as the widget
Talk usage (read 20 September 2026): inbound $0.016/min; recording $0.003/min; AI-agent connection $0.005/min while the voice AI agent is on the call. Monthly number fees vary by country. Outbound rates vary by destination. Voice AI still sits on Talk: the setup article still describes an EAP path, and Zendesk has also announced general availability. A verified, un-escalated call can consume a resolution. That is telephony on the desk. Guzli voice is the same knowledge base as the website widget — a different job, not a cheaper Talk minute.
How pairing works — Guzli writes tickets back into Zendesk — is the Zendesk integration setup. Salesforce as a Guzli action is not Service Cloud. Guzli is neither desk.
Keep Zendesk as the system of record
Stay if SLAs, Explore, light agents, and the marketplace still run the org; if Copilot, WFM, or Contact Center are already on the contract; if ripping Zendesk would mean ripping the system of record.
How pairing actually works
Put Guzli in front if you want chat and voice without a second resolution meter on every storefront conversation. Full rip only if you are leaving the helpdesk. Hobby is chat-only. If the front line started as SMB chat, see Guzli vs Tidio.
Freshdesk is the twin, not Salesforce
Freshdesk is column 3 because buyers compare twin suites. That pairwise page is Guzli vs Freshdesk.