---
title: "Concierge vs Zendesk: AI support for Shopify brands"
description: "Compare Zendesk and Concierge: per-agent plans, AI resolutions, voice and Shopify actions versus credit pricing, checked October 16, 2026."
url: "https://chargezen.com/compare/zendesk"
updated: "2026-10-16"
---

Canonical URL: https://chargezen.com/compare/zendesk

# Enterprise help desk, or AI that does the work?

Zendesk is a broad, per-agent service suite used by large teams. Concierge is built for Shopify brands: AI agents that answer chat, phone, text, WhatsApp and email and can change orders and subscriptions, priced on credits. Built for commerce, not ticket queues.

Self-serve software or help with setup and migration.

## Side by side

See exactly what you get with each one.

**Who each one is best for.** Choose Zendesk if you run a mid-market or enterprise service team that needs a general-purpose, per-agent help desk with very broad integrations. Choose Concierge if you want AI agents that answer customers by chat, phone, text, WhatsApp and email, and can look up orders, start returns and change subscriptions, priced on credits instead of seats.

**Checked October 16, 2026.** Zendesk facts come from [Zendesk pricing](https://www.zendesk.com/pricing/), [Zendesk automated resolutions](https://support.zendesk.com/hc/en-us/articles/5352026794010-About-automated-resolutions-for-AI-agents) and [the Zendesk Shopify integration](https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat). “Not listed” means those pages didn’t name the feature when we checked, not that Zendesk can’t do it.

| Feature | Zendesk | Chargezen |
| --- | --- | --- |
| Live chat and email Website chat and support email | Included | Included |
| AI agents AI that resolves questions on its own | Some included; then $1.50–$2.00 per resolution | Included in credits |
| Phone calls Answer customer calls | Numbers and minutes are add-ons | AI answers calls |
| Two-way texts Text with customers | Add-on | Included |
| Shopify order actions Handle orders from the conversation | Refunds; cancel unfulfilled orders | Cancels orders, starts returns, tracks orders |
| Subscription changes Pause, skip, swap or cancel subscriptions | Not listed | Included |
| Help center Self-service articles | Included | Learns from your help docs |
| Seats How team members are billed | $55–$115 per agent a month (Suite) | No per-seat fees |

## What you’d really pay

Zendesk is priced per agent, with extra AI resolutions and phone usage on top. Concierge runs on credits.

### Zendesk

Suite Team, annual billing

$55/agent/mo

Suite Professional, annual billing

$115/agent/mo

AI resolutions beyond the allowance

$1.50 committed, $2.00 pay as you go

5 agents on Suite Professional

$6,900/year

Estimated Annual Cost

$6,900/year + usage

Five Suite Professional agents billed annually, before extra AI resolutions, phone numbers and minutes, SMS and add-ons like Copilot ($50/agent/month). [Zendesk pricing](https://www.zendesk.com/pricing/), checked October 16, 2026.

### Chargezen

Concierge Pro, annual billing

$1,990/yr with 199,000 credits a month

Seats

No per-seat fees

More credits

$1 per 1,000

Texts

2¢ per message part

Calls

Billed as you use them

Annual Cost

$1,990/year + usage

Concierge Starter is $20/month with 20,000 credits; Pro is $199/month, or $1,990/year, with 199,000 credits a month. Credits pay for the work Concierge does, like answering a customer or handling a task. More credits are $1 per 1,000. Texts are 2¢ per message part; calls are billed as you use them. No per-seat fees. [Chargezen pricing](https://chargezen.com/pricing).

## Plan your move from Zendesk

Check your data, billing dates and launch plan before you switch.

[Talk through your move](https://chargezen.com/contact-sales)

*   [See Concierge](https://chargezen.com/concierge)

1.  01
    
    ### Connect your channels
    
    Add your support email, chat, phone number, texts and WhatsApp.
    
2.  02
    
    ### Teach it your store
    
    Concierge learns from your help center articles, website and store.
    
3.  03
    
    ### Set the rules
    
    Choose what Concierge may do on its own and when it passes a conversation to your team.
    
4.  04
    
    ### Go live
    
    Start with one channel, then move the rest over from Zendesk.
    

## Why brands switch to Chargezen

### Unified Platform

Run AI agents, texts and email, upsells, creators and subscriptions from one place.

### AI-Powered

AI agents answer customers, follow up and handle everyday busywork for your team.

### Clear Pricing

See prices and usage costs, billed monthly or yearly.

## Ready to switch from Zendesk?

See the products, prices and setup help that fit your brand.

[Get started](https://admin.chargezen.com/signup)

## Common questions

### How much does Zendesk cost compared with Concierge?

Zendesk Suite Team is $55 and Suite Professional $115 per agent a month billed annually; AI resolutions beyond the included amount are $1.50 committed or $2.00 pay as you go, and phone numbers, minutes and SMS cost extra (checked October 16, 2026). Concierge Pro is $1,990 a year with 199,000 credits a month and no per-seat fees.