Vergleich
HelpFalcon vs. Zendesk
HelpFalcon funktioniert wie Zendesk Suite: dasselbe Ticketmodell, dieselben Status, Ansichten, Makros, Trigger, Automatisierungen, SLA-Metriken und dieselbe Suchsyntax, dazu eine Zendesk-kompatible API. Der Unterschied ist der Preis und dass der KI-Copilot Teil des Tarifs ist.
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Zendesk Suite Professional
$115
pro Agent / Monat, jährliche Abrechnung, Stand 2026-11-09
HelpFalcon Pro
$27
pro Agent / Monat, jährliche Abrechnung, KI-Copilot inklusive
77 % niedrigerer Listenpreis pro Agent
Listenpreise in USD pro Agent und Monat bei jährlicher Abrechnung. Zendesk geprüft am 2026-11-09. zendesk.com/pricing
Was ein Team mit 20 Agenten zahlt
Listenpreise bei jährlicher Zahlung, in US-Dollar und ohne Steuern. Zendesk geprüft am 2026-11-09.
| Anbieter und Tarif | Pro Agent / Monat | Pro Jahr |
|---|---|---|
| Zendesk Suite Professional | $115 | $27,600 |
| HelpFalcon Pro | $27 | $6,480 |
Sie behalten $21,120 pro Jahr
Stand 2026-11-09, siehe zendesk.com/pricing für aktuelle Preise. USD, ohne Steuern. Alle Tarifdetails.
Auf einen Blick
| Thema | Zendesk | HelpFalcon |
|---|---|---|
| Preismodell | Pro Agent und Monat | Pro Agent und Monat; Light Agents kostenlos |
| Kostenloser Tarif | Nein (14 Tage Testphase) | Ja, 1 Agent |
| Generativer KI-Copilot | Copilot-Zusatzpaket, $50 pro Agent / Monat, ab Professional; ohne das Paket 5 gepoolte freie Nutzungen pro Agent / Monat | In jedem kostenpflichtigen Tarif enthalten (Fair Use) |
| Automatisierte KI-Lösungen | $1.50 bei fester Abnahme, $2.00 bei nutzungsbasierter Zahlung; 5 bis 10 pro Agent / Monat inklusive | $0.50 pro Lösung |
| Datenstandort | Zusatzpaket für den Rechenzentrumsstandort (USA, APAC, EWR, UK), nicht in Team-Tarifen | Standardmäßig EU, in jedem Tarif |
| Import aus Zendesk | Nicht zutreffend | Gesamte Historie: Tickets, Benutzer, Organisationen, Regeln, Hilfe-Center |
| Zendesk-API für Ihre eigenen Skripte | Ja (nativ) | Kompatible API unter /zd/api/v2, Basis-URL ändern |
Informationen zu Zendesk von der öffentlichen Website des Anbieters, geprüft am 2026-11-09: zendesk.com/pricing. Aktuelle Angaben finden Sie dort.
Funktion für Funktion
Jede Zeile ist ein Punkt, nach dem Support-Teams entscheiden. HelpFalcon antwortet auf jeder Vergleichsseite gleich, damit sich die Seiten nicht widersprechen; die Spalte Zendesk beschreibt, was der Anbieter öffentlich dokumentiert.
Die ausführliche Tabelle, die Wechselgründe und die Fragen unten sind vorläufig nur auf Englisch verfügbar.
| Funktion | Zendesk | HelpFalcon |
|---|---|---|
| Tickets and workspace | ||
| Full ticket model: statuses, fields, forms | Ja The model HelpFalcon is built to match: statuses, custom statuses, fields and conditional forms. | Ja Statuses grouped under New, Open, Pending, On-hold and Solved, custom statuses, custom fields, conditional ticket forms, and custom objects, approvals and ticket layouts from Pro. |
| Shared and personal views with live counts | Ja Views with counts, bulk actions and CSV export. | Ja Group by, column sorting, CSV export, and bulk edit, merge or macro on hundreds of tickets at once. |
| Macros, keyboard shortcuts and play mode | Ja Macros, keyboard shortcuts and play mode. | Ja Macros on every plan, the keyboard shortcuts and search syntax Zendesk agents already know, and play mode with agent capacity from Growth. |
| Side conversations with other teams | Ja Side conversations on the higher Suite plans. | Ja Email, Slack or Microsoft Teams threads beside the ticket and out of the customer conversation. From Pro. |
| Several brands in one workspace | Ja Several brands on the higher Suite plans, each with its own help centre. | Ja Each brand with its own addresses, help centre and forms: 1 on Starter, 5 on Growth, 25 on Pro, 300 on Enterprise. |
| Channels | ||
| Email on your own domain | Ja Support addresses, your own sending domain and a suspended queue. | Ja Any number of support addresses per brand, DKIM and SPF checks, quote stripping, loop and bounce protection, and a suspended queue for mail that should not become a ticket. |
| Web messenger and web forms | Ja The Web Widget and messaging, with a visual flow builder. | Ja Messenger with bot flows and verified visitors, plus embeddable contact forms. The snippet keeps the same zE() calls as the Zendesk widget. |
| WhatsApp, SMS and social messaging | Ja WhatsApp, SMS, Facebook, Instagram, X, LINE and WeChat. | Ja WhatsApp Cloud API, SMS through Twilio or your own gateway, Facebook Messenger and page posts, Instagram DMs and comments, Telegram, Viber, LINE, WeChat and X. Message fees are passed through. |
| Voice: browser phone, menu, recordings | Ja Zendesk Talk, with a long track record in large contact centres. Minutes are billed on top. | Ja Numbers answered in the browser, a phone menu with queues, voicemail, consent-based recording, transcripts and call summaries, or keep Aircall, 3CX or RingCentral. Newer than the rest of the product. |
| Native mobile apps and messenger SDKs | Ja Agent apps in the stores and mature native SDKs for your own app: ahead of us here. | Teilweise The workspace installs as an app on a phone and sends push today, and the messenger runs full screen in a web view. Native agent apps and iOS, Android, React Native and Flutter SDKs are built and waiting for store review. |
| Automation and SLAs | ||
| Triggers, automations and webhooks | Ja The rules engine our compatible API and importer are built against. | Ja Zendesk-shaped conditions and actions, unlimited on paid plans, with signed webhooks, retries with backoff and a delivery log. |
| SLA policies with business hours | Ja SLA policies with business hours; group SLAs on the higher plans. | Ja The five standard SLA metrics with business hours and holidays from Growth, and group SLAs (OLAs) from Pro. |
| Routing: round robin, capacity, skills | Ja Round robin, omnichannel routing and skills-based routing on the higher plans. | Ja Round robin and capacity rules from Growth, skills-based routing and a suggested assignee from Pro. |
| Sandbox and rule testing before go-live | Teilweise A sandbox on the top Suite tier. | Ja A sandbox workspace, rule simulation, and configuration export and import as files you can review. From Pro. |
| AI | ||
| AI copilot in the plan price | Zusatzpaket Copilot add-on, $50 per agent / month, on Professional and above. Plans without it get 5 pooled Copilot uses per agent a month. | Ja Drafts with their sources, thread summaries, two-way translation and suggested macros in every paid plan, under a fair-use allowance of 50 to 700 actions per agent and month. No per-seat add-on. |
| Autonomous AI agent | Zusatzpaket Automated resolutions at $1.50 committed or $2.00 pay as you go, with 5 to 10 included per agent a month (up to 10k a year). | Ja Answers on the messenger, email, WhatsApp and the phone menu, and hands over to a person with a summary. $0.50 per automated resolution. |
| Intent, sentiment and language as rule fields | Zusatzpaket Intelligent triage is part of the AI add-on on the higher plans. | Ja Tagged on arrival and usable in triggers, views and reports. Personal data is redacted before anything leaves the workspace, and AI can be switched off per workspace. |
| Help centre | ||
| Help centre with articles and search | Ja Zendesk Guide, with AI answers in the newer bundles. | Ja On every plan, the Free plan included, with AI answers in search, article analytics and searches that found nothing. |
| Help centre per brand on your own domain | Ja A help centre per brand on your own host. | Ja help.yourcompany.com with one DNS record and an automatic certificate, your colours and forms, and a theme code editor. |
| Article translations | Ja Article translations. | Ja Every article in as many languages as you support, with a fallback language and per-language text blocks. |
| Customer portal and community forums | Ja A customer portal, with community forums on the higher Suite plans. | Ja Request forms and My requests with magic-link, password or the brand’s own single sign-on, plus topics, posts, votes and moderation. |
| Reporting | ||
| Dashboards and live agent activity | Ja Zendesk Explore dashboards, with live data on the higher plans. | Ja A support-operations dashboard out of the box, shared dashboards for leads and a live agent activity view. From Growth. |
| Build your own reports | Ja The Explore query builder; the full builder needs Professional or above. | Ja Pick metrics and attributes, filter, group, drill down to the tickets behind a number, save, schedule by email and alert when a metric crosses a line. From Growth. |
| CSAT, QA scorecards and AutoQA | Ja CSAT surveys. Quality and workforce management are sold as the Workforce Engagement Bundle at $50 per agent / month on annual billing. | Ja CSAT with reason codes on every paid plan; QA scorecards, AI scoring of every conversation and workforce management from Pro. |
| Export to your data warehouse | Teilweise Raw-data export is tied to the Enterprise plan or a third-party connector. | Ja Scheduled raw-data export on Enterprise, CSV export and a full workspace export on every paid plan. |
| API and integrations | ||
| Documented REST API | Ja A well documented API with the widest client support in this list. | Ja An OpenAPI reference with an explorer, cursor pagination and rate-limit headers, at 200 to 2,500 requests a minute depending on the plan. |
| Zendesk-compatible API for your own scripts | Ja Native, and the shape our compatible API answers. | Ja Tickets, users, organizations, search, uploads, incremental exports and the help centre at /zd/api/v2, with Zendesk request and response shapes. Change the base URL and the token. |
| Sidebar apps and an app framework | Ja The Zendesk App Framework, with its own build tooling. | Ja Apps compatible with the Zendesk App Framework run in the ticket sidebar, next to OAuth apps and a connector that shows your own customer data in the ticket. |
| Large third-party app marketplace | Ja The largest marketplace in this comparison by a wide margin, built up over more than a decade. | Teilweise We have our own app framework and marketplace, but a young catalogue. Slack, Microsoft Teams, Jira, Linear, GitHub, GitLab, Shopify, Stripe, HubSpot, Salesforce and calendars are built in. |
| Security and compliance | ||
| Single sign-on and user provisioning | Ja SAML and JWT single sign-on, with SCIM provisioning on the Enterprise plan. | Ja Google and Microsoft sign-in on every plan, OpenID Connect from Pro, SAML and SCIM on Enterprise, and customer single sign-on per brand. |
| Two-step verification, passkeys, audit log | Ja Two-factor sign-in, and an audit log on the higher plans. | Ja TOTP, passkeys and security keys on every plan and enforceable per workspace; an append-only log of admin changes, sign-ins and ticket access, with export and SIEM streaming on Enterprise. |
| GDPR export, erasure, retention, own key | Ja GDPR tooling and a DPA; advanced data privacy and protection is a paid add-on. | Ja Per-person export and erasure with four-eyes approval, retention policies, regional redaction packs, per-workspace encryption keys and a customer-managed key on Enterprise. |
| SOC 2 or ISO 27001 report | Ja SOC 2 and ISO 27001 reports available to customers: ahead of us here. | Nein Not yet, and we will not pretend otherwise: an independent penetration test and the SOC 2 programme are planned before launch. The trust centre carries the current status. |
| Data location | ||
| EU hosting on every plan | Zusatzpaket EEA hosting through the Data Center Location add-on, which is not sold on Team plans. | Ja Every workspace is hosted in the EU, on the Free plan too, with backups in the same region and a published subprocessor list and DPA. |
| Choice of another region | Zusatzpaket US, APAC, EEA and UK through that same paid add-on: more regions than we offer. | Nein EU only today. US and Africa regions are planned for Enterprise customers who need them. |
| Migration | ||
| Built-in importer from Zendesk | Nicht zutreffend Zendesk is the system you are moving from. | Ja Built in and read-only against your old account, with a volume estimate, a dry run, a resumable full import and a report of everything that needs a decision. |
| Getting your data out of Zendesk | Ja A complete API with incremental exports, which is exactly what our importer reads. | Ja A one-click export of the whole workspace, plus the REST API and incremental exports, so the next move is never blocked by us. |
| Delta sync and parallel run until go-live | Nicht zutreffend The parallel run happens on the HelpFalcon side. | Ja Repeat syncs every few minutes while your team keeps working, then go live one group at a time with the old system read-only as a way back. |
| Plans and support | ||
| Free plan | Nein No free plan; a 14-day trial. | Ja One agent, 100 tickets a month, email, web form and a help centre. No card. |
| Trial without a card | Ja 14 days. | Ja 14 days of Pro, then the workspace moves to the Free plan instead of locking you out. |
| No seat caps or ticket limits | Ja Per agent with no ticket cap; light agents on the higher plans. | Ja Unlimited agents and unlimited tickets on every paid plan. Light agents are free: 5 on Starter, unlimited from Growth. |
| Support and a published uptime SLA | Teilweise Support level rises with the plan, and uptime commitments sit in the Enterprise agreement rather than on the price list. | Ja Email support from Starter, email and chat on Pro, priority support and a named success manager on Enterprise. 99.5 % availability on Pro, 99.9 % on Enterprise. |
| Assisted migration | Teilweise Professional services and implementation partners, quoted separately. | Ja Free for teams over 20 agents: we plan the waves with you and watch the parallel run. |
Informationen zu Zendesk von der öffentlichen Website des Anbieters, geprüft am 2026-11-09: zendesk.com/pricing. „Nicht bestätigt“ heißt: Wir haben am 2026-11-09 auf den öffentlichen Seiten des Anbieters keine klare Aussage gefunden, nicht, dass die Funktion fehlt. Ist hier etwas falsch oder veraltet? Schreiben Sie uns, wir korrigieren es.
Warum Teams von Zendesk wechseln
The same tickets, views, macros, triggers, SLAs and API your team uses in Zendesk Suite, for $27 per agent a month instead of $115, with the AI copilot in the plan price instead of a $50 add-on.
The bill, not the product
Suite Professional lists at $115 per agent a month on annual billing, and Copilot adds $50 on top. HelpFalcon Pro is $27 with the copilot included: $6,480 a year for 20 agents against $39,600.
AI you do not buy twice
The copilot is part of every paid plan under a fair-use allowance, and the autonomous agent costs $0.50 per automated resolution instead of $1.50 committed or $2.00 pay as you go.
Nothing to relearn
The same statuses, views, macros, triggers, automations, SLA metrics and search syntax. The importer brings your rules over and lists every condition it could not map, so nobody rebuilds from memory.
Your own scripts keep their API
The compatible API at /zd/api/v2 answers Zendesk request and response shapes, including search, uploads and incremental exports. Internal services change a base URL and a token, not their code.
EU data without an add-on
Every workspace is hosted in the EU on every plan, Free included, with backups in the same region. Zendesk sells data residency as the Data Center Location add-on, which is not available on Team plans.
Was beim Umzug bleibt
Der Import aus Zendesk ist eingebaut. Er liest Ihr altes Konto nur und ändert dort nichts.
Kommt automatisch mit
- Brands, support addresses, groups, custom roles, schedules and holidays
- Ticket fields, user and organization fields, ticket forms with their conditions, and custom statuses
- Triggers and their categories, automations, macros and views, shared and personal
- SLA policies with the five standard metrics
- Every ticket with its comments, attachments, events, CCs, followers, tags, satisfaction ratings and time spent
- Agents, light agents and admins, end users with their emails and phones, and organizations
- The help centre: categories, sections and articles with their translations
- Webhooks
Von Hand nachbauen
- Rules that use something we cannot map: they arrive inactive and are listed in the report
- Legacy targets, which become webhooks
- Zendesk marketplace apps, replaced one by one or called through the compatible API
- Answer Bot and Flow Builder flows, rebuilt as answer flows
- Secrets such as the messaging JWT secret: always create new ones
Imported tickets keep their Zendesk ids and imported articles answer on their old Zendesk paths, so links in emails, macros, bookmarks and search results keep working.
Wo Zendesk stark ist
Zendesk passt möglicherweise besser zu Ihnen, wenn Ihnen diese Punkte am wichtigsten sind. Ein fairer Vergleich sagt auch das:
- Ein sehr großer Marketplace mit Apps von Drittanbietern, die für zendesk.com entwickelt wurden.
- Native Mobile-SDKs und eine lange Erfolgsgeschichte bei großen Unternehmen.
- Zendesk Talk hat eine lange Erfolgsgeschichte in großen Contact Centern. Die Telefonie von HelpFalcon (Telefon im Browser, Telefonmenü, Aufzeichnungen) ist jünger.
Listenpreise von Zendesk
| Tarif | Jährliche Abrechnung | Monatliche Abrechnung |
|---|---|---|
| Support Team | $19 | $25 |
| Suite Team | $55 | $69 |
| Suite Professional | $115 | $149 |
| Suite Enterprise + Copilot | Vertrieb kontaktieren | Vertrieb kontaktieren |
Stand 2026-11-09, siehe zendesk.com/pricing für aktuelle Preise. USD, ohne Steuern.
- Die öffentliche Preisliste für den Kundenservice zeigte am Tag unserer Prüfung vier Stufen: Support Team, Suite Team, Suite Professional und „Suite Enterprise + Copilot“ mit „Talk to Sales“. Für Suite Growth und ein einfaches Suite Enterprise gab es keinen veröffentlichten Preis, daher nennen wir keinen; die Preisliste für den Employee Service ist eine eigene.
Listenpreise von HelpFalcon
| Tarif | Jährliche Abrechnung | Monatliche Abrechnung |
|---|---|---|
| Free | $0 | $0 |
| Starter | $11 | $14 |
| Growth | $18 | $22 |
| Pro | $27 | $33 |
| Enterprise | $39 | nur jährlich |
Pro Agent und Monat, USD, ohne Steuern. Alle Tarifdetails.
Fragen zum Wechsel von Zendesk
Is HelpFalcon a Zendesk clone?
No. HelpFalcon is an independent helpdesk that follows the same concepts (tickets, statuses, views, macros, triggers, automations, SLAs, help centre) so a Zendesk team can keep its way of working, and offers a compatible API so existing integrations keep running. It is not affiliated with Zendesk, Inc.
How much of my Zendesk account comes over?
Account setup, people, rules, every ticket with its comments, attachments and audits, and the help centre with its translations. Rules we cannot map arrive inactive and are listed in a report, so you decide what to do with each one.
Will my Zendesk apps and integrations keep working?
Your own scripts and services keep working after a base URL and token change. Third-party integrations hard-wired to *.zendesk.com, such as the Zendesk app for Zapier, Fivetran or the Zendesk mobile SDKs, need their HelpFalcon equivalent.
Do my old help centre links break?
No. Imported articles answer on their old Zendesk paths and ticket numbers keep their Zendesk ids, so links and references stay valid after the switch.
How does your AI pricing compare with Zendesk Copilot?
The copilot is included in every paid HelpFalcon plan with a fair-use allowance of 50 to 700 actions per agent and month. Zendesk sells Copilot as an add-on at $50 per agent a month, available on Professional and above, and gives plans without it 5 pooled uses per agent a month (checked 2026-11-09). The autonomous agent is $0.50 per automated resolution here.
What is Zendesk still better at?
A marketplace of third-party apps that is larger than everyone else in this comparison, mature native mobile SDKs and agent apps in the stores, Zendesk Talk’s track record in large contact centres, a choice of data regions, and published SOC 2 and ISO 27001 reports. Our compliance programme has not finished yet.
Bereit, die Zendesk-Rechnung hinter sich zu lassen?
Starten Sie mit dem kostenlosen Tarif oder 14 Tagen Pro. Keine Karte, kein Verkaufsgespräch.
Zendesk ist eine Marke von Zendesk, Inc. HelpFalcon ist weder mit Zendesk, Inc. noch mit einem anderen hier genannten Anbieter verbunden und wird von diesen weder unterstützt noch gesponsert. Produktnamen werden nur verwendet, um Kompatibilität zu beschreiben und öffentlich verfügbare Informationen zu vergleichen.