Product evidence / not a review
Zendesk AI agents
Zendesk AI agents provide automated support through messaging, email and voice alongside Zendesk support plans. [4]
Document-based record. Not independently product-tested.
Source excerpts below support vendor claims. They do not prove performance, compliance or suitability for your store.
- SHOPIFY
- Current vendor documentation describes Shopify order lookup and agent-initiated refunds/cancellations in the Support sidebar, with multiple storefront connections; it does not by itself establish an autonomous Shopify refund workflow for AI agents. [1]
- CHANNELS / DOCUMENTED SAMPLE
- messaging (web, in-app and social), email, voice (requires Zendesk voice) [4]
- AUTOMATION SCOPE
- The AI agent builder accepts natural-language procedures and external-system integrations/actions; messaging and voice have channel prerequisites. [4]
- HUMAN CONTROL
- Reasoning controls let administrators monitor resolution steps and give feedback at each step; this documentation is not a claim that every action requires human approval. [4]
- FINNISH EVIDENCE
- The vendor language list explicitly includes Finnish for use cases, generative replies and agentic AI; this is documented support, not a Finnish quality test. [8]
- PERFORMANCE
- No hands-on product test has been run.
Pricing structure
The live price table shows Suite Team at $55/agent/month paid yearly, committed automated resolutions at $1.50 and pay-as-you-go at $2.00, with allowances varying by plan and seat count; current documentation also distinguishes resolution tiers and legacy billing platforms. Numeric calculator fields are withheld until account billing scope is confirmed. [5][6][7][9][10][11][2]
- Per-outcome charges are additional to the applicable seat plan, not the total cost.
- Do not assume the pricing table allowance is a single monthly quantity: it varies by plan and agent count and is capped at up to 10,000 per year.
- The post-May-18-2026 tier documentation distinguishes assisted escalations, contained resolutions and verified resolutions; assisted and contained tiers do not count against the resolution allowance.
- Legacy platform documentation remains applicable only until customers move to resolution tiers; commitment quantity and billing-platform applicability were not confidently established for a new account.
- Zendesk Chat is being retired and its separate Shopify Chat app is no longer available; use current integration documentation rather than old search results.
This is not a quote or complete bill. Confirm current terms, required plans and minimums with the vendor. The custom cost lab does not use these records as automatic presets.
Model your own explicit assumptions →Primary-source evidence
- [1] Setting up the Shopify integration for Support and Chat – Zendesk help
Retrieved 2026-10-22T21:51:49.785263Z
The Shopify integration for Support and Chat includes an app so agents can view Shopify order information, reducing context switching and serving customers faster. They can also process Shopify order refunds and cancellations in the Support app without leaving the context of their ticket.
- [2] Setting up the Shopify integration for Support and Chat – Zendesk help
Retrieved 2026-10-22T21:51:49.785263Z
Zendesk Chat is being retired. The Zendesk Chat for Shopify app is no longer available in Shopify's app store.
- [3] Zendesk - Omnichannel customer service and engagement platform | Shopify App Store
https://apps.shopify.com/zendesk
Retrieved 2026-10-22T21:49:57.439549Z
Zendesk enables customer interactions across messaging, phone, chat, email, social media, and more.
- [4] Zendesk Pricing Plans | Starting from $19/month
https://www.zendesk.com/pricing/
Retrieved 2026-10-22T21:48:09.435656Z
AI agents for messaging Offer nonstop, personalized service across your messaging channels, including web and in-app chat and social media. Learn more. Requires messaging AI agents for email Automatically classify, route and resolve even the most complex email queries. Learn more. AI agents for voice Automate end-to-end phone support interactions with AI-powered phone voice agents. Learn more. Requires Zendesk voice Requires Zendesk voice Require… [excerpt]
Read full source quote
AI agents for messaging Offer nonstop, personalized service across your messaging channels, including web and in-app chat and social media. Learn more. Requires messaging AI agents for email Automatically classify, route and resolve even the most complex email queries. Learn more. AI agents for voice Automate end-to-end phone support interactions with AI-powered phone voice agents. Learn more. Requires Zendesk voice Requires Zendesk voice Requires Zendesk voice AI agent builder Create, customize, and deploy AI agents in minutes from natural-language procedure descriptions. Learn more. Support for 80+ languages Automatically translate AI agent responses into 80+ supported languages. Define custom translations for standard responses or specific words and phrases. Learn more. Integrations and actions Connect to external systems to read, write, parse data, and trigger actions. Learn more. Reasoning controls Have full control over your AI agent’s reasoning. Monitor the steps it took to reach a resolution and give feedback at every step.
- [5] Zendesk Pricing Plans | Starting from $19/month
https://www.zendesk.com/pricing/
Retrieved 2026-10-22T21:48:09.435656Z
Suite Team For teams ready to unify support channels and automate resolutions with AI Agents. $55agent/month paid yearly
- [6] Zendesk Pricing Plans | Starting from $19/month
https://www.zendesk.com/pricing/
Retrieved 2026-10-22T21:48:09.435656Z
Included automated resolutions (up to 10k per year) Each plan includes a set number of automated resolutions for AI agents, allowing AI agents to autonomously resolve customer issues without human intervention. The quantity of ARs varies depending on your plan and agent count. Learn more. 5 ARs per agent/month 5 ARs per agent/month 10 ARs per agent/month Committed automated resolutions Customize your automation needs by adding more automated reso… [excerpt]
Read full source quote
Included automated resolutions (up to 10k per year) Each plan includes a set number of automated resolutions for AI agents, allowing AI agents to autonomously resolve customer issues without human intervention. The quantity of ARs varies depending on your plan and agent count. Learn more. 5 ARs per agent/month 5 ARs per agent/month 10 ARs per agent/month Committed automated resolutions Customize your automation needs by adding more automated resolutions. Expand the scope of issues your AI agents can handle independently to better align with your business needs. Learn more. $1.50 $1.50 $1.50 Pay-as-you-go resolutions Looking for additional resolutions without the commitment of a fixed volume? Choose our pay-as-you-go option for flexible automated resolutions tailored to your needs. Learn more. $2.00 $2.00 $2.00
- [7] Zendesk - Omnichannel customer service and engagement platform | Shopify App Store
https://apps.shopify.com/zendesk
Retrieved 2026-10-22T21:49:57.439549Z
All charges are billed in USD. Recurring and usage-based charges are billed every 30 days.
- [8] Languages supported by AI agents – Zendesk help
https://support.zendesk.com/hc/en-us/articles/8357749663130-Languages-supported-by-AI-agents
Retrieved 2026-10-22T21:48:09.673097Z
Use cases, generative replies, and agentic AI fully support any of the languages in the list below. Additional languages outside of this list may also be supported, but we cannot guarantee that an AI agent will be fluent in them. Albanian Amharic Arabic Armenian Bengali Bosnian Bulgarian Burmese Catalan Chinese Croatian Cushitic Czech Danish Dutch English Estonian Ewe Finnish
- [9] About automated resolution tiers – Zendesk help
https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers
Retrieved 2026-10-22T21:55:44.161926Z
Automated resolutions are grouped into tiers that reflect the value the AI agent provided. Your account is automatically credited with a resolution allowance, from which the cost of the automated resolutions is drawn.
- [10] About automated resolution tiers – Zendesk help
https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers
Retrieved 2026-10-22T21:55:44.161926Z
Assisted escalation The AI agent contributed to the interaction before a human agent completed the resolution. This tier does not count against your resolution allowance. The AI agent may have collected some data, authenticated the customer, or provided routing assistance, but ultimately the conversation was still escalated to a human agent to be resolved. Contained resolution The AI agent handled the interaction to completion without the custome… [excerpt]
Read full source quote
Assisted escalation The AI agent contributed to the interaction before a human agent completed the resolution. This tier does not count against your resolution allowance. The AI agent may have collected some data, authenticated the customer, or provided routing assistance, but ultimately the conversation was still escalated to a human agent to be resolved. Contained resolution The AI agent handled the interaction to completion without the customer requesting further assistance. This tier does not count against your resolution allowance. The AI agent responded to a customer’s question, and the customer did not do any of the following: Request further clarification. Provide feedback on the AI agent’s answer. Ask to speak to a human. When the conversation ends, a verification process is performed by a large language model (LLM) that evaluates the text of the conversation to confirm that the customer’s request was satisfactorily resolved. Conversations that don’t pass this verification are considered a Contained resolution. Verified resolution The AI agent successfully resolved the interaction. The AI agent responded to a customer’s question, and the customer did not request further assistance. When the conversation ends, a verification process is performed by an LLM that evaluates the text of the conversation to confirm that the customer’s request was satisfactorily resolved. Conversations that pass this verification are considered a Verified resolution.
- [11] About the automated resolutions platform (prior to resolution tiers) – Zendesk help
Retrieved 2026-10-22T21:54:07.293468Z
This article describes the automated resolution platform in place prior to May 18, 2026. Customers who are on this platform remain so until they move to resolution tiers. For information about the resolution tier platform introduced on May 18, 2026, see About automated resolution tiers. You can check which version your account is using.