Comparer
HelpFalcon vs Zendesk
HelpFalcon fonctionne comme Zendesk Suite : le même modèle de tickets, les mêmes statuts, vues, macros, déclencheurs, automatisations, indicateurs SLA et syntaxe de recherche, plus une API compatible Zendesk. La différence, c'est le prix, et le fait que le copilote IA est inclus dans l'offre.
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Zendesk Suite Professional
$115
par agent / mois, facturé annuellement, au 2026-11-09
HelpFalcon Pro
$27
par agent / mois, facturé annuellement, copilote IA inclus
Prix catalogue 77 % plus bas par agent
Prix catalogue en USD par agent et par mois, facturation annuelle. Zendesk vérifié le 2026-11-09. zendesk.com/pricing
Ce que paie une équipe de 20 agents
Prix catalogue en facturation annuelle, en dollars américains et hors taxes. Zendesk vérifié le 2026-11-09.
| Éditeur et offre | Par agent / mois | Par an |
|---|---|---|
| Zendesk Suite Professional | $115 | $27,600 |
| HelpFalcon Pro | $27 | $6,480 |
Vous gardez $21,120 par an
Au 2026-11-09, consultez zendesk.com/pricing pour les prix actuels. En USD, hors taxes. Détail complet des offres.
En un coup d’œil
| Sujet | Zendesk | HelpFalcon |
|---|---|---|
| Modèle tarifaire | Par agent et par mois | Par agent et par mois ; agents light gratuits |
| Offre gratuite | Non (essai de 14 jours) | Oui, 1 agent |
| Copilote d'IA générative | Option Copilot, $50 par agent / mois, à partir de Professional ; sans elle, 5 utilisations gratuites mutualisées par agent / mois | Inclus dans chaque offre payante (usage raisonnable) |
| Résolutions automatisées par IA | $1.50 avec engagement, $2.00 à l'usage ; de 5 à 10 incluses par agent / mois | $0.50 par résolution |
| Localisation des données | Option de localisation du centre de données (US, APAC, EEE, Royaume-Uni), pas sur les offres Team | UE par défaut sur toutes les offres |
| Import depuis Zendesk | Sans objet | Historique complet : tickets, utilisateurs, organisations, règles, centre d'aide |
| API Zendesk pour vos propres scripts | Oui (native) | API compatible sur /zd/api/v2, changez l'URL de base |
Informations sur Zendesk issues du site public de l'éditeur, vérifiées le 2026-11-09 : zendesk.com/pricing. Consultez-le pour les informations à jour.
Fonction par fonction
Chaque ligne est un point sur lequel une équipe de support se décide. HelpFalcon répond de la même façon sur toutes les pages de comparaison, pour qu’elles ne se contredisent pas ; la colonne Zendesk décrit ce que l’éditeur documente publiquement.
Le tableau détaillé, les raisons de changer et les questions ci-dessous ne sont pour l’instant disponibles qu’en anglais.
| Fonction | Zendesk | HelpFalcon |
|---|---|---|
| Tickets and workspace | ||
| Full ticket model: statuses, fields, forms | Oui The model HelpFalcon is built to match: statuses, custom statuses, fields and conditional forms. | Oui 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 | Oui Views with counts, bulk actions and CSV export. | Oui Group by, column sorting, CSV export, and bulk edit, merge or macro on hundreds of tickets at once. |
| Macros, keyboard shortcuts and play mode | Oui Macros, keyboard shortcuts and play mode. | Oui 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 | Oui Side conversations on the higher Suite plans. | Oui Email, Slack or Microsoft Teams threads beside the ticket and out of the customer conversation. From Pro. |
| Several brands in one workspace | Oui Several brands on the higher Suite plans, each with its own help centre. | Oui 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 | Oui Support addresses, your own sending domain and a suspended queue. | Oui 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 | Oui The Web Widget and messaging, with a visual flow builder. | Oui 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 | Oui WhatsApp, SMS, Facebook, Instagram, X, LINE and WeChat. | Oui 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 | Oui Zendesk Talk, with a long track record in large contact centres. Minutes are billed on top. | Oui 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 | Oui Agent apps in the stores and mature native SDKs for your own app: ahead of us here. | Partiel 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 | Oui The rules engine our compatible API and importer are built against. | Oui Zendesk-shaped conditions and actions, unlimited on paid plans, with signed webhooks, retries with backoff and a delivery log. |
| SLA policies with business hours | Oui SLA policies with business hours; group SLAs on the higher plans. | Oui The five standard SLA metrics with business hours and holidays from Growth, and group SLAs (OLAs) from Pro. |
| Routing: round robin, capacity, skills | Oui Round robin, omnichannel routing and skills-based routing on the higher plans. | Oui Round robin and capacity rules from Growth, skills-based routing and a suggested assignee from Pro. |
| Sandbox and rule testing before go-live | Partiel A sandbox on the top Suite tier. | Oui A sandbox workspace, rule simulation, and configuration export and import as files you can review. From Pro. |
| AI | ||
| AI copilot in the plan price | Option payante Copilot add-on, $50 per agent / month, on Professional and above. Plans without it get 5 pooled Copilot uses per agent a month. | Oui 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 | Option payante 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). | Oui 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 | Option payante Intelligent triage is part of the AI add-on on the higher plans. | Oui 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 | Oui Zendesk Guide, with AI answers in the newer bundles. | Oui 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 | Oui A help centre per brand on your own host. | Oui help.yourcompany.com with one DNS record and an automatic certificate, your colours and forms, and a theme code editor. |
| Article translations | Oui Article translations. | Oui Every article in as many languages as you support, with a fallback language and per-language text blocks. |
| Customer portal and community forums | Oui A customer portal, with community forums on the higher Suite plans. | Oui 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 | Oui Zendesk Explore dashboards, with live data on the higher plans. | Oui A support-operations dashboard out of the box, shared dashboards for leads and a live agent activity view. From Growth. |
| Build your own reports | Oui The Explore query builder; the full builder needs Professional or above. | Oui 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 | Oui CSAT surveys. Quality and workforce management are sold as the Workforce Engagement Bundle at $50 per agent / month on annual billing. | Oui 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 | Partiel Raw-data export is tied to the Enterprise plan or a third-party connector. | Oui Scheduled raw-data export on Enterprise, CSV export and a full workspace export on every paid plan. |
| API and integrations | ||
| Documented REST API | Oui A well documented API with the widest client support in this list. | Oui 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 | Oui Native, and the shape our compatible API answers. | Oui 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 | Oui The Zendesk App Framework, with its own build tooling. | Oui 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 | Oui The largest marketplace in this comparison by a wide margin, built up over more than a decade. | Partiel 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 | Oui SAML and JWT single sign-on, with SCIM provisioning on the Enterprise plan. | Oui 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 | Oui Two-factor sign-in, and an audit log on the higher plans. | Oui 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 | Oui GDPR tooling and a DPA; advanced data privacy and protection is a paid add-on. | Oui 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 | Oui SOC 2 and ISO 27001 reports available to customers: ahead of us here. | Non 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 | Option payante EEA hosting through the Data Center Location add-on, which is not sold on Team plans. | Oui 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 | Option payante US, APAC, EEA and UK through that same paid add-on: more regions than we offer. | Non EU only today. US and Africa regions are planned for Enterprise customers who need them. |
| Migration | ||
| Built-in importer from Zendesk | Sans objet Zendesk is the system you are moving from. | Oui 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 | Oui A complete API with incremental exports, which is exactly what our importer reads. | Oui 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 | Sans objet The parallel run happens on the HelpFalcon side. | Oui 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 | Non No free plan; a 14-day trial. | Oui One agent, 100 tickets a month, email, web form and a help centre. No card. |
| Trial without a card | Oui 14 days. | Oui 14 days of Pro, then the workspace moves to the Free plan instead of locking you out. |
| No seat caps or ticket limits | Oui Per agent with no ticket cap; light agents on the higher plans. | Oui 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 | Partiel Support level rises with the plan, and uptime commitments sit in the Enterprise agreement rather than on the price list. | Oui 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 | Partiel Professional services and implementation partners, quoted separately. | Oui Free for teams over 20 agents: we plan the waves with you and watch the parallel run. |
Informations sur Zendesk issues du site public de l'éditeur, vérifiées le 2026-11-09 : zendesk.com/pricing. « Non confirmé » signifie que nous n’avons trouvé aucune indication claire sur les pages publiques de l’éditeur le 2026-11-09, et non que la fonction est absente. Une erreur ou une information dépassée ? Dites-le-nous et nous la corrigerons.
Pourquoi les équipes quittent Zendesk
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.
Ce que vous gardez en changeant
L’import depuis Zendesk est intégré. Il lit seulement votre ancien compte et n’y modifie rien.
Repris automatiquement
- 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
À refaire à la main
- 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.
Les points forts de Zendesk
Zendesk peut mieux vous convenir si ces points comptent le plus pour vous. Une comparaison honnête le dit aussi :
- Une très grande marketplace d'applications tierces conçues pour zendesk.com.
- Des SDK mobiles natifs et une longue expérience auprès des grandes entreprises.
- Zendesk Talk a fait ses preuves dans les grands centres de contact. La téléphonie de HelpFalcon (téléphone dans le navigateur, menu téléphonique, enregistrements) est plus récente.
Prix catalogue de Zendesk
| Offre | Facturation annuelle | Facturation mensuelle |
|---|---|---|
| Support Team | $19 | $25 |
| Suite Team | $55 | $69 |
| Suite Professional | $115 | $149 |
| Suite Enterprise + Copilot | Contacter les ventes | Contacter les ventes |
Au 2026-11-09, consultez zendesk.com/pricing pour les prix actuels. En USD, hors taxes.
- À la date de notre vérification, la liste tarifaire publique du service client comptait quatre niveaux : Support Team, Suite Team, Suite Professional et « Suite Enterprise + Copilot » avec « Talk to Sales ». Suite Growth et un Suite Enterprise simple n’avaient aucun prix publié, nous n’en citons donc aucun ; la liste tarifaire Employee Service est distincte.
Prix catalogue de HelpFalcon
| Offre | Facturation annuelle | Facturation mensuelle |
|---|---|---|
| Free | $0 | $0 |
| Starter | $11 | $14 |
| Growth | $18 | $22 |
| Pro | $27 | $33 |
| Enterprise | $39 | annuel uniquement |
Par agent et par mois, en USD, hors taxes. Détail complet des offres.
Questions sur la migration depuis 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.
Prêt à laisser la facture Zendesk derrière vous ?
Commencez avec l'offre gratuite ou 14 jours d'essai de Pro. Sans carte, sans appel commercial.
Zendesk est une marque de Zendesk, Inc. HelpFalcon n'est ni affilié à Zendesk, Inc. ou à tout autre éditeur cité ici, ni approuvé ou sponsorisé par eux. Les noms de produits sont utilisés uniquement pour décrire la compatibilité et comparer des informations publiques.