Zendesk → Halo Migration

Zendesk to Halo CSM.

If your Zendesk renewal has crept from Suite Team into Suite Professional, Copilot has become a line item you can't remove, and your AI agent bill keeps rising the better the AI performs — there's a simpler path. Halo CSM replaces the tier ladder and the add-on stack with one licence, AI included, and no per-resolution billing to plan around. Allied ESM, a pure play Halo partner, scopes and delivers the migration.

Talk to a Halo Expert

£129

per agent/month for Suite Professional + Copilot — before workforce management or contact centre

Source: Zendesk published UK pricing, July 2026

platform, one price — no per-resolution billing to plan around as your AI succeeds

Betfred ran an RFP that included Zendesk.

Betfred chose Halo. 95% of workflows and procedures transformed, and Halo's AI now resolves 28% of Betfred's roughly 1,600 daily live chats.

Source: Halo customer story, Betfred

The Structural Case

Why UK CX Leaders Are Leaving Zendesk

Zendesk's Suite plans look simple until renewal — the features a growing team actually needs sit one tier up, the AI agent that felt "included" starts appearing as a metered line item, and the price you quote your finance team rarely survives contact with the invoice.

What's Gated, and What Isn't

Zendesk Suite

Entry tier (Support Team)£15/agent/mo — email & ticketing only

AI agent usage beyond allowanceBilled per automated resolution

Admin Copilot / agent assist+£40/agent/mo add-on

Workforce Engagement Bundle+£40/agent/mo add-on

Contact Centre (voice)+£72/agent/mo add-on

Suite Enterprise + Copilot pricingHidden — "Talk to Sales"

Halo CSM

Omnichannel from day one✓ Email, chat, WhatsApp, SMS, voice, social included

AI virtual agents & chatbot✓ Included, no per-resolution billing

AI copilot & agent assist✓ Included in every licence

Configuration & automation✓ No-code, your own admin

Voice & telephony✓ Included, connects to your existing phone system

Published pricing, every tier✓ Nothing hidden behind Sales

Stack Zendesk's own published add-ons onto its own published base tier and the picture is stark: Suite Professional at £89/agent/month plus Copilot at £40/agent/month already reaches £129/agent/month — before Workforce Engagement (+£40) or Contact Centre (+£72) are even considered, and before a single AI agent resolution beyond your plan allowance is billed. Enterprise pricing isn't published at all. Halo's answer is structural: one licence, one published price, nothing held back for the next tier up.

Source: Zendesk published UK pricing, zendesk.co.uk/pricing, verified July 2026.

There's also the renewal dynamic to consider. A tiered, add-on-led pricing model means the conversation at renewal is rarely just "same again" — it's which add-ons stay, which get cut, and how much of this year's AI usage becomes next year's baseline. Multiply that by every team on Suite Team quietly needing Suite Professional features, and the number your finance team budgeted for stops matching the number on the invoice.

The Halo Difference

One Licence. No Per-Resolution Billing. Nothing Held Back.

Every capability below is part of the same Halo CSM licence — not a tier you upgrade into, not an add-on you negotiate at renewal, not a usage meter you have to watch.

One Licence, Everything Included

Omnichannel ticketing, AI, self-service and reporting all come in a single Halo CSM licence. No Suite tier to climb and no separate add-on to negotiate as your team grows. See Halo's all-inclusive UK pricing →

AI Included, Never Metered

Halo AI's virtual agents, chatbot and agent assist are part of every licence. There's no per-automated-resolution charge — your bill doesn't grow the better the AI performs.

Configure Without Consultants

Halo's no-code environment lets your own admin build SLAs, workflows and routing rules — the kind of change that on Zendesk usually means a higher tier or an external developer.

Omnichannel From Day One

Email, live chat, WhatsApp, SMS, voice and social all feed one ticket queue as standard — not a channel you unlock at a higher Suite tier. See Halo CSM Omnichannel →

Zendesk vs Halo

A structural look at how the two platforms differ — pricing model included, because on this comparison the pricing model is the argument.

	Zendesk
Pricing model	Tiered Suite plans + paid add-ons	Single all-inclusive licence
AI agents	Included allowance, then billed per automated resolution	Included, no per-resolution billing
Copilot / agent assist	Paid add-on — £40/agent/month	Included in every licence
Workforce management	Paid add-on — Workforce Engagement Bundle, £40/agent/month	Not a native Halo CSM module — integrates with your existing WFM tooling
Voice / contact centre	Paid add-on — Contact Centre, £72/agent/month	Included — native call pop-up with your existing phone system
Self-service portal	Included	Included, branded to your own domain
Knowledge base	Advanced features gated to higher tiers	Unlimited articles with version control, included
SLAs & escalation	Included	Included — per-customer targets, escalation before breach
Integrations	1,800+ marketplace apps	250+ native integrations included
Deployment options	Cloud only	Cloud (AWS) or on-premises

Zendesk figures: Zendesk published UK pricing, zendesk.co.uk/pricing and zendesk.co.uk/marketplace, verified July 2026. Halo figures: structural claims from Halo CSM product configuration — no Halo pricing is quoted; see Halo's published UK pricing.

The Sharpest Difference

When Your AI Succeeds, Your Zendesk Bill Grows

This is the one that catches CX leaders out at renewal, and it's worth sitting with. Zendesk's own pricing FAQ describes exactly how AI agent billing works:

"Automated resolutions: the unit of measurement used for calculating and billing your account for AI agent usage. Paying per automated resolution means that you pay only for customer requests that were successfully resolved by the AI agent, without any escalation to a human agent."

— Zendesk, published UK pricing FAQ, zendesk.co.uk/pricing, verified July 2026

Read that again: the metric Zendesk bills on is successful automated resolutions. Every AI agent plan comes with an allowance, and every resolution beyond it is a bill line. So the better your AI performs — the more customers it resolves without a human — the higher the number that ends up on your invoice. Improving your AI's success rate and shrinking your Zendesk bill are, structurally, opposite goals. Halo AI is included in every Halo CSM licence with no per-resolution charge, so scaling automation scales your capacity, not your cost.

Zendesk — stacked

Suite Professional£89

Copilot+£40

Workforce Engagement+£40

Contact Centre+£72

AI resolutions over allowance+ ?

£241+

per agent / month, before usage

Halo CSM — one licence

Everything included Omnichannel · AI virtual agents · self-service portal · knowledge · SLAs · reporting · 250+ integrations

One published price

no add-ons, no usage billing

Illustrative, not to scale. Zendesk figures are Zendesk’s own published UK pricing, July 2026. No Halo price is implied — see Halo’s published UK pricing.

How It Works

What Actually Moves From Zendesk to Halo

Tickets, users and organisations, macros, help centre articles, SLA policies, and triggers/automations — migrated and rebuilt using Halo's import tooling, with field mappings agreed with you before anything moves.

Discovery & Data Mapping

We review your Zendesk instance — ticket fields, macros, triggers and automations, SLA policies, and help centre structure — and map them onto Halo CSM's ticket types, workflows and knowledge base before anything is built.

Halo Design & Build

Zendesk macros become Halo ticket templates, triggers and automations become Halo workflows, and SLA policies are rebuilt per customer with escalation rules — improved where Zendesk's tiering required a workaround.

Data Migration & Integration

Tickets, users and organisations, and help centre articles imported with agreed field mappings. Allied ESM plans the cutover channel by channel or team by team, so live conversations aren't caught mid-migration.

Training & Change Adoption

Allied ESM's Change & Adoption practice gets your service team confident on Halo from day one — not just deployed, adopted.

Go-Live & Ongoing Support

We go live with you, not just hand over documentation. Allied ESM's managed services team is available post-launch to optimise and expand your Halo CSM environment.

Allied ESM scopes Zendesk to Halo migrations as fixed-price engagements, so you know the full cost before work begins.

Why Allied ESM

A Pure Play Halo Partner, Built for This

Every Allied ESM consultant is Halo certified and works on nothing else. Customer service migrations are configuration projects before they are data projects — the work is in rebuilding your macros, triggers and SLA policies as something better, not just moving rows.

100%

Halo-focused. No split attention, no competing platforms — every hour we invest goes into being the best Halo partner on the market.

Fixed Price

Migrations are scoped and delivered as fixed-price engagements, so the cost of moving off Zendesk is known before any work begins.

UK Based

Headquartered in London, delivering Halo CSM migrations for mid-market organisations across the UK, fully remote and UK-timezone.

Common Questions

Frequently Asked Questions

Honest answers to the questions we hear most from teams considering the move from Zendesk to Halo.

Can we migrate our Zendesk tickets and help centre into Halo?

Yes. Tickets, users, organisations, and help centre articles can all be migrated using Halo's import tooling, with field mappings agreed with you before anything moves. Allied ESM scopes and delivers Zendesk to Halo migrations as fixed-price engagements, so the full scope and cost is agreed up front.

What happens to our macros and triggers?

They're rebuilt, not lost. Zendesk macros map onto Halo ticket templates, and triggers/automations map onto Halo workflows — configured to match how your team actually works, and often improved where Zendesk's tier gates forced a workaround. Allied ESM maps this out during discovery before any build starts.

Do we lose our AI agents when we move off Zendesk?

No — you gain a different model entirely. Halo AI's virtual agents and chatbot handle the same job Zendesk's AI agents do — resolving requests, logging and checking tickets, handing off to a human with context — but as part of the licence, with no per-automated-resolution charge to plan around. See Halo CSM AI Virtual Agents →

Is Halo's AI really unlimited — no per-resolution charge?

Yes. Halo AI is part of every Halo CSM licence — there's no separate AI tier, no per-agent AI add-on, and no metered charge per automated resolution. That's a structural difference from Zendesk, whose own pricing FAQ confirms AI agent usage beyond your plan allowance is billed per successful resolution.

How long does a Zendesk to Halo migration take?

It depends on the complexity of your Zendesk instance — how many macros, triggers, SLA policies and channels are in play. Allied ESM scopes an exact timeline during discovery, informed by the data mapping and channel work identified up front, rather than quoting a generic figure that doesn't reflect your environment.

Can we run Halo and Zendesk at the same time during the transition?

Yes, in a planned, phased way. Rather than a live two-way sync, Allied ESM typically cuts over channel by channel or team by team — migrating historical tickets and help centre content, closing out live conversations in Zendesk, then moving that team fully onto Halo — so nothing gets worked twice and nothing gets missed.

What does Halo cost?

Halo is priced on one all-inclusive monthly licence — omnichannel ticketing, AI, self-service, reporting and 250+ native integrations are all included, with named and concurrent licence options you can mix within the same organisation. See Halo's all-inclusive UK pricing →

What if we're mid-contract with Zendesk?

That's common, and it doesn't need to hold up planning. Allied ESM can scope and build your Halo environment ahead of your renewal date, so you're ready to cut over the moment your Zendesk contract actually ends — rather than starting the project from zero once it does.

Keep going: the Halo CSM story

The full picture

Halo CSM

Omnichannel ticketing, AI virtual agents and self-service — the whole platform on one all-inclusive licence.

See the Halo CSM hub →

Included, not metered

AI Virtual Agents & Chatbot

Halo AI resolves tickets, raises and updates requests, then hands off to a human with full context — no per-resolution charge.

See AI Virtual Agents →

Considering another platform?

Compare Halo

See how Halo compares against ServiceNow, Salesforce, HubSpot and the rest of the field.

Visit the Compare hub →

On Freshdesk instead of Zendesk? Read our Freshdesk to Halo guide → On Dynamics 365? Read our Dynamics 365 to Halo guide →

Ready to Leave Per-Resolution Billing Behind?

Talk to a Halo partner that knows what a real CSM migration involves — data, channels, AI — and scopes it as a fixed-price engagement, so you know the full cost before work begins.

Book a Consultation Explore Halo CSM

Official Halo Partner

Allied ESM is a pure play Halo partner — licensing, implementation, consulting & managed services.

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