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Customer Support · head to head

Zendesk vs Zendesk Sunshine Conversations

Zendesk logo

Zendesk

Customer Support

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite
Zendesk Sunshine Conversations logo

Zendesk Sunshine Conversations

Live Chat

Omnichannel messaging and customer engagement platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation; Zendesk Sunshine Conversations cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
  • They diverge on capability: Zendesk covers Ticket management, Zendesk Sunshine Conversations covers SMS messaging.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Zendesk and Zendesk Sunshine Conversations actually diverge.

Attributes where Zendesk and Zendesk Sunshine Conversations differ
AttributeZendeskZendesk Sunshine Conversations
Starting price$19/monthOn request
PlatformsWebWeb, iOS, Android
CategoryCustomer SupportLive Chat
Founded20072015

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction
  • Jira

Only in Zendesk Sunshine Conversations

  • SMS messaging
  • Facebook Messenger
  • WhatsApp integration
  • Zendesk Support
  • API
  • Web support
  • Mobile app support
  • IOS support

Both cover

  • Live chat
  • Slack
  • Salesforce

What people use each for

The jobs each tool is most often brought in to do.

Zendesk

  • Help desk and ticketing system managementnot Zendesk Sunshine Conversations
  • Omnichannel customer supportnot Zendesk Sunshine Conversations
  • Knowledge base and self-service portalsnot Zendesk Sunshine Conversations
  • AI-assisted customer servicenot Zendesk Sunshine Conversations

Zendesk Sunshine Conversations

  • Customer engagementnot Zendesk
  • Lead generationnot Zendesk
  • Customer supportnot Zendesk
  • Sales automationnot Zendesk

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

Zendesk Sunshine Conversations

  • Cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
  • Low included monthly active users (1,000 MAU) and notifications (1,000) necessitate paid add-ons for most businesses
  • Custom implementations require developer resources for webhooks and API configuration

Pricing, plan by plan

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Zendesk Sunshine Conversations

On request
  • Team$19/month
    • Chat + messaging
    • Basic features
    • Limited agents
  • Growth$49/month
    • Omnichannel
    • Advanced automation
    • Routing
  • Professional$99/month
    • All features
    • Custom workflows
    • Premium support

Which should you pick?

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Choose Zendesk Sunshine Conversations if

  • You need sms messaging.
  • You work on Web, iOS, Android.
  • You also want facebook messenger.
Zendesk Sunshine Conversations review

Questions people ask

Is Zendesk or Zendesk Sunshine Conversations better?
Neither clearly leads. Zendesk starts at $19/month and Zendesk Sunshine Conversations at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Zendesk or Zendesk Sunshine Conversations?
Zendesk starts at $19/month and Zendesk Sunshine Conversations at On request.
Does Zendesk or Zendesk Sunshine Conversations run on more platforms?
Zendesk runs on Web. Zendesk Sunshine Conversations runs on Web, iOS, Android.
What is Zendesk best used for?
Zendesk is most often used for help desk and ticketing system management, omnichannel customer support, knowledge base and self-service portals, ai-assisted customer service. Of those, help desk and ticketing system management and omnichannel customer support are not what Zendesk Sunshine Conversations is typically brought in for.
What can Zendesk do that Zendesk Sunshine Conversations cannot?
Zendesk covers Ticket management, Omnichannel support, Knowledge base, Call center. Zendesk Sunshine Conversations covers SMS messaging, Facebook Messenger, WhatsApp integration, Zendesk Support. Both handle Live chat, Slack, Salesforce.

Answered from the vendors’ own pages

Zendesk: What is included in the free trial?

You'll have access to all features on the Zendesk Customer Service Suite Professional plan for 14 days, with Copilot included by default.

Source
Zendesk Sunshine Conversations: Can I buy Zendesk Sunshine Conversations standalone?

No. Sunshine Conversations is only available with Zendesk Suite Professional, Enterprise, or Enterprise Plus plans. It cannot be purchased as a standalone product.

Source
Zendesk: How is Zendesk pricing calculated?

Base subscription pricing is determined by your selected plan tier and the number of agent seats needed. Additional costs include usage-based features like App Builder and Voice, plus optional add-ons.

Source
Zendesk Sunshine Conversations: What messaging channels does Sunshine Conversations support?

Sunshine Conversations connects 15+ messaging channels including WhatsApp, Facebook Messenger, Instagram, Telegram, SMS, and provides a Web Widget for on-site chat.

Source
Zendesk: What are the contract terms?

Zendesk subscriptions are month to month, annual, or multi-year. Annual billing typically costs less than monthly payments.

Source
Zendesk Sunshine Conversations: What are the usage limits on Zendesk Sunshine Conversations?

The base includes 1,000 Monthly Active Users and 1,000 notifications per month. Additional usage requires $50 add-ons for each 2,500 MAU pack or $50 for each 25,000 notification pack.

Source
Zendesk: Can I upgrade or downgrade my plan?

Yes, changes may apply immediately or at renewal depending on your subscription terms.

Source
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