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Hay.chat vs Zendesk AI:
Per-Resolution Billing vs a Flat Monthly Plan
Published · Updated
The main difference between Hay.chat and Zendesk AI is that Zendesk bills per agent plus a fee for each automated resolution past a small allowance, while Hay.chat is one flat monthly plan with resolutions included.
Zendesk now includes AI agents on every plan, billed per agent plus $1.50 to $2.00 for each automated resolution past a small allowance. Hay.chat is one flat monthly plan with resolutions included, and it runs on top of your existing Zendesk. The right choice depends on your volume and how much you want in one platform.
Zendesk AI vs Hay.chat: Feature Comparison
| Feature | Zendesk AI | Hay.chat |
|---|---|---|
| How AI Is Billed | Per agent + $1.50-$2.00 per automated resolution | Flat monthly, resolutions included |
| AI Resolutions Included | 5 per agent/month (10 on Professional) | 500 to 100,000/month by plan |
| Minimum Monthly Cost | $19/agent (Support Team) | From €50/mo total |
| Works With Existing Zendesk | Yes | Yes |
| Plain-Language Instructions | Yes (procedures) | Yes (playbooks) |
| Human approval of AI replies | No | Yes |
| Action Execution (Refunds, etc.) | Yes | Yes |
| Works Outside Zendesk | Partial (Forethought) | Standalone, Zendesk or Chatwoot |
| Per-Agent Pricing | Yes | No |
| Confidence-Based Escalation | Yes | Yes |
| RAG-Based Knowledge | Yes | Yes |
| Custom Integrations | Yes | Yes |
| Reporting & Analytics | Enterprise-grade | Focused on AI performance |
| ITIL/Enterprise Workflows | Yes | No |
Zendesk AI pricing as of October 2026, from its public pricing page. Hay.chat prices are from our pricing page and change only with notice.
Pricing: The Real Cost Breakdown
Zendesk's AI is billed per agent and per automated resolution, so costs climb with AI volume
Zendesk AI
Zendesk includes AI agents on every Suite and Support plan, billed per automated resolution once the per-agent allowance runs out. Copilot is a separate add-on that helps human agents; you don't need it for the AI agent.
Hay.chat
Hay.chat works on top of your existing Zendesk, on any plan. Resolutions are included in the plan, with no per-agent fees.
Real-World Scenario: 5 Agents, 2,000 AI Resolutions a Month
Zendesk AI Cost
~$3,240/month
$275 Suite Team seats + 1,975 automated resolutions at $1.50
Hay.chat Cost
€135/month
Starter includes 2,000 resolutions, with no seat fees
About 95% less with Hay.chat
Not on Zendesk yet and want to start at $0? We checked ten free Zendesk alternatives and what each free plan really includes.
Key Differences That Matter
How AI Is Billed
Zendesk AI
AI agents come with every Zendesk plan, with 5 automated resolutions per agent each month (10 on Professional). After that, each automated resolution costs $1.50 committed or $2.00 pay-as-you-go, on top of seat fees from $19 to $115 per agent.
Hay.chat
Flat monthly pricing with resolutions included: 2,000 on Starter for €135. No seat fees, and extra resolutions cost €0.20.
If AI only handles a handful of tickets per agent, Zendesk's allowance may be enough. Once AI handles hundreds of tickets a month, Hay.chat costs a fraction of the per-resolution bill.
Pricing Model
Zendesk AI
Per-agent pricing means costs scale with team size. This model works well for teams with stable headcount and ensures predictable per-user costs. Adding agents increases your investment proportionally.
Hay.chat
Resolution-based pricing means you pay for outcomes, not seats. Add agents without adding cost. This model works well for teams with variable staffing or who want to scale support capacity without budget increases.
Teams with stable headcount may find either model works. Teams that scale up for seasons or want to grow their support team prefer Hay.chat's approach.
Platform Dependency
Zendesk AI
Zendesk AI is built into Zendesk, so data flows natively between tickets, messaging and voice. Through Forethought, acquired in March 2026, Zendesk also offers AI agents that run on other platforms.
Hay.chat
Hay.chat works on top of Zendesk on any plan, runs inside Chatwoot, or stands alone with its own web chat, WhatsApp and email. Shopify, WooCommerce and Stripe actions are ready to use.
Teams fully committed to Zendesk get AI natively. Teams that want flat pricing, or e-commerce actions without building them, prefer Hay.chat.
Configuration Complexity
Zendesk AI
Zendesk's AI agents now follow multi-step procedures written in natural language, alongside Flow Builder, Triggers and Automations. Actions in outside systems are set up through Action Builder and API integrations.
Hay.chat
Plain-language playbooks with @-mention actions. 'If customer asks about order status, @Shopify Get Order, then respond with shipping details.' No flow builders, no trigger logic, no automation conflicts.
Both now take plain-language instructions. Hay.chat's difference is fewer systems to manage, and store actions that come ready-made.
Enterprise vs. SMB Focus
Zendesk AI
Zendesk scales from small teams on Support Team to large enterprises, with depth for complex routing, governance and compliance.
Hay.chat
Built for Shopify and WooCommerce stores, from founder-run shops to support teams handling a few thousand tickets a month. We focus on the most common automation needs rather than comprehensive feature coverage for edge cases.
When to Choose Each Platform
Choose Zendesk AI if:
- You want AI, ticketing, voice and reporting in one platform
- Your AI volume fits inside the included allowance (5 to 10 per agent)
- You have 50+ agents and need enterprise-grade reporting
- You need ITIL-compliant workflows and change management
- Compliance requires a single-vendor solution
Choose Hay.chat if:
- You want AI billed by the month, not per resolution
- You're on Zendesk and want AI without per-resolution fees
- You run a Shopify or WooCommerce store and want refunds and order changes handled without building actions
- You prefer not to pay per agent
- You don't have dedicated Zendesk admins
- Your ticket volume is high but your budget isn't
Switching from Zendesk AI to Hay.chat
You don't have to leave Zendesk to use Hay.chat. Most teams add Hay.chat as an AI layer on top of their existing Zendesk, avoiding the pain of migration entirely.
Connect Hay.chat to Zendesk
OAuth integration takes 2 minutes. Hay.chat can read tickets, customer data, and conversation history.
Connect Your E-commerce Platform
Link Shopify, WooCommerce, or your custom system. This enables action execution (order lookups, refunds, etc.).
Import Your Knowledge
Point Hay.chat at your Zendesk Guide articles or upload PDFs. Indexing happens in minutes.
Configure Playbooks
Write your automation rules in plain language. Most teams complete this in 2-3 hours.
Deploy in Approval Mode
Hay.chat drafts responses in your Zendesk tickets. Agents approve before sending. Refine as needed.
Enable Auto-Response
Once confident, let Hay.chat respond automatically for routine queries. Keep human review for complex cases.
Timeframe: Most teams are seeing AI-assisted responses in Zendesk within 3-5 days of starting.
Frequently asked questions
The Bottom Line
Zendesk AI is a strong choice for teams who want AI, ticketing and reporting in one platform, and whose AI volume stays modest.
Hay.chat is for Shopify and WooCommerce stores that want AI on top of their existing Zendesk without per-resolution fees. Once AI is handling hundreds of tickets a month, the flat plan costs a fraction of Zendesk's per-resolution bill.