✅ All channels available on any plan.

✅ There are no limits on added channels.

✅ Telegram connects through a Telegram bot.

✅ Custom channel connection is available on all plans.

❌ Some channels are available only on higher-tier plans.

❌ An additional channel may require extra payment.

❌ Telegram is available as a paid add-on integration.

❌ Custom channel connections for Suite Professional+.

✅ All functionality is available regardless of the selected plan.

✅ Up to 5 condition blocks with AND/OR operators between them.

✅ Rules for existing cases run every 30 minutes.

❌ Rules for existing cases can process up to 200 cases per run (30 min).

❌ Rules for existing cases process cases with replies/notes in the last 30 days.

✅ Rules for exiting cases process cases regardless of their current status.

❌ Limits depend on the number of active agents and the pricing plan.

❌ Automation capabilities depend on your pricing plan.

❌ Only 2 condition blocks with AND operator between them.

❌ Automations run once per hour.

✅ Automations can process up to 1,000 cases per hour.

✅ Automations process cases regardless of the last update.

❌ Automations do not process closed cases.

✅ Fixed limits on the number of rules (automations —500, triggers — 7000).

✅ Agent access can be configured flexibly, regardless of the chosen plan.

✅ Admins who only handle settings, without access to tickets, are free.

✅ You can add a Light Agent (€10 each) without reply permissions.

❌ Creating custom roles is available only on the Enterprise plan.

❌ You must pay for admin accounts even if they don’t need access to tickets.

✅ Free Light agents included in Suite Professional and Enterprise plans.

✅ Ability to edit all case properties

✅ Ability to add or edit private notes

✅ Ability to forward tickets

✅ Ability to export correspondence, cases/users lists

❌ No permission to create cases

❌ No permission to create users

✅ Ability to use the @mention feature

✅ Ability to edit users properties

✅ Ability to create and edit companies

✅ Ability to edit knowledge base

✅ Ability to set individual access

❌ No permission to edit ticket properties unless they are the ticket requester

✅ Ability to add or edit private notes

✅ Ability to forward tickets

❌ No permission to export data

✅ Create cases on behalf of existing end users

❌ No permission to create users

❌ No permission to use the @mention feature

❌ No permission to edit users properties

❌ No permission to create and edit companies

✅ Ability to edit knowledge base

✅ Ability to set individual access

✅ Ability to create custom statuses independently of pricing plan.

✅ Unlimited custom agent statuses.

✅ Ability to restrict agent access to channels.

✅ Ability to limit daily time spent in statuses.

❌ Ability to create custom statuses only on Professional and Enterprise plans.

❌ Custom agent statuses are limited.

✅ Ability to restrict agent access to channels.

✅ Ability to limit daily time spent in statuses.

✅ Sending and receiving files across all pricing plans and channels.

❌ No ability to restrict file sending.

✅ Unlimited file storage.

✅ The maximum size of a single outbound file is 20 MB.

✅ Total of all outbound attachments cannot exceed 50 MB.

✅ Large attachments can be sent via cloud storage integrations.

❌ No attachment virus scanning.

❌ No file sending/receiving for Support Team on sync channels.

✅ File upload permissions for agents and end users.

❌ File storage depends on the selected plan and the number of agents.

❌ The maximum size of a single outbound file is 7 MB.

❌ Total of all outbound attachments cannot exceed 10 MB.

✅ Attachments over the limit become linked files.

✅ Attachment virus scanning.

✅ Available on all plans.

✅ It's possible to redistribute unassigned cases every 2 minutes.

❌ The limit on the number of cases applies to all channels.

❌ Available only on Professional and Enterprise plans.

✅ Automatic reassignment of unassigned cases.

✅ Channel specific queues.

✅ Available on all plans.

✅ Help center customization is available on all pricing plans.

✅ Multilingual content on all plans.

❌ One Help Center per account.

❌ One knowledge base per account.

❌ No custom user segments.

✅ Customer portal is available on all pricing plans.

✅ Three-level knowledge base structure.

✅ Ideas Channel on all plans.

❌ No help center on the Support Team plan

❌ The level of help center customization depends on the plan.

❌ Multilingual content only on Suite Professional and Suite Enterprise plans.

✅ Multiple Help Centers for Suite Professional and Suite Enterprise plans.

✅ Multiple knowledge bases for Suite Professional and Suite Enterprise plans.

✅ Custom user segments.

❌ Customer portal only for Suite Professional and Suite Enterprise plans.

✅ Up to 2 levels deep for Suite Team and Professional, up to 6 for Enterprise.

❌ Product Feedback only for Suite Professional and Suite Enterprise plans.

✅ Separate schedules for groups or individual agents on all plans.

✅ Setting holidays is available on all plans.

❌ The ability to create separate schedules is available only on Enterprise.

✅ Setting holidays is available on all plans.

✅ Available on all plans.

✅ AI is available via integration. Deskie does not charge for it — you pay directly to the AI service provider.

❌ Training the assistant requires developer involvement.

✅ Available on all plans.

❌ Some features are included, others require add-ons. Automated resolutions have limits — extra usage is paid.

✅ No need to involve developers. Learns automatically.

✅ 14-day free trial period

✅ Automatic recalculation of the paid period

✅ Adding an agent does not require immediate payment

✅ Pay-as-you-go service — no cancellation fees

✅ All features included in all pricing plans

✅ Remove agents any time without losing money

✅ Unlimited Light agents — €10 each

❌ No refund for early cancellation

✅ 14-day free trial period

❌ No recalculation of the paid period

❌ Adding an agent requires immediate payment

❌ Auto-renewal unless you notify Zendesk 30 days prior

❌ Not all features are available on all plans

❌ No recalculation for early removal

✅ Light agents included in Suite Professional and Enterprise plans

❌ No refund for early cancellation