Is Ultimate really the ultimate AI solution for Zendesk users? Or is there a better way to automate support without being locked into a single platform?
With Zendesk’s recent acquisition of Ultimate in 2024, businesses relying on Ultimate now have their roadmap decided for them, whether they like it or not. What was once a flexible AI solution that worked with different help desks is now deeply embedded within Zendesk’s ecosystem. While Zendesk claims Ultimate’s AI agents can resolve up to 80% of customer interactions, this shift comes with major trade-offs: a steep price tag, limited compatibility with other platforms, and a complex setup process that demands full commitment to Zendesk’s infrastructure.
A peek at Ultimate AI's Add source page.
For support teams deciding between Ultimate AI under Zendesk and eesel AI, key factors come into play. How well does each platform automate ticket resolution and triage? Does it offer the flexibility to integrate with different systems, or does it lock you into one ecosystem? Pricing and scalability matter, does the cost grow with your team, or stay predictable? And finally, how easy is it to set up and customize to fit your workflows?
So, does Zendesk’s Ultimate live up to its name, or is eesel AI the smarter choice? Let’s find out.
Ultimate AI performance with Zendesk
Zendesk’s acquisition of Ultimate has brought major changes to how the AI platform operates and integrates with customer service workflows. According to Zendesk CEO Tom Eggemeier, “Ultimate has done a really nice job solving up to 80% of interactions via their AI agents”, reinforcing its potential to streamline customer support.
While the acquisition has introduced several benefits to Zendesk users, it also introduced a couple of limitations which became more notable post acquisition. For a more detailed look at these limitations refer to the following graphic:
A quick comparison between Ultimate before and after the acquisition.
Integration improvements after the acquisition
Since the acquisition, Ultimate’s integration with Zendesk has become more seamless, offering stronger ticket automation and improved customer interactions. The AI now works more closely with Zendesk’s core ticketing system, automating workflows, improving response accuracy, and enhancing analytics through built-in reporting tools.
At a technical level, backend system access has been optimized for faster and more accurate AI responses, while deployment options remain flexible as long as you’re staying within Zendesk’s ecosystem. However, if you’re looking for a more adaptable AI solution that isn’t tied to a single vendor, eesel AI offers independent integrations across multiple help desk platforms. This flexibility allows teams to automate workflows without committing entirely to Zendesk’s infrastructure.
Impact on existing customers
The acquisition has raised questions about Ultimate’s relationship with existing customers, particularly those using other help desk platforms. According to Zendesk, they plan to maintain Ultimate’s standalone products and existing integrations with other platforms like Salesforce and Freshdesk.
Companies using eesel AI benefit from platform-independent flexibility, allowing them to integrate with their preferred help desk solutions while connecting to multiple knowledge sources. This approach enables scaling automation capabilities without platform limitations and provides freedom to customize workflows based on specific business needs rather than being constrained by a single vendor’s ecosystem.
| Feature | Ultimate’s pre-Zendesk acquisition | Ultimate’s post-Zendesk acquisition |
|---|---|---|
| Platform integration | Worked with multiple helpdesks | Primarily focused on Zendesk |
| Customization options | Fully independent | Aligned with Zendesk’s system |
| Pricing structure | Standalone pricing | Integrated into Zendesk’s plans |
| Development focus | Designed for various helpdesk users | Built for the Zendesk ecosystem |
Comparing AI automation features
When it comes to AI-powered support, how well an AI handles tickets and integrates with your existing tools can make or break its effectiveness. Let’s compare how Ultimate performs when it’s fully embedded in Zendesk, and how it stack up against eesel AI.
A screenshot of eesel AI showing off its smart capabilities.
Ticket handling and automation capabilities
Ultimate and eesel AI take different approaches to automation. According to TechCrunch, Ultimate follows an “adaptive methodology,“ using a mix of rule-based automation and AI models depending on the complexity of the query.
In contrast, eesel AI is designed with a multi-bot workflow system, where businesses can deploy specialized AI agents for different types of queries. This allows for smarter, context-aware automation that extends beyond simple rule-based responses.
| Feature | Ultimate | eesel AI |
|---|---|---|
| Automated Resolution | Rule-based AI for basic FAQs and tier 1 support | Context-aware AI handling complex multi-step workflows |
| Ticket Triage | Keyword-based routing with basic prioritization | ML-powered triage with custom business logic and priority rules |
| Language Support | Standard multi-language support | Comprehensive language support with context preservation |
| Custom Actions | Basic integrations with Zendesk systems | Extensive API integration options across platforms |
Integration and workflow support
An AI’s real value goes beyond ticket handling, it’s about how seamlessly it integrates into your workflow.
With its deeper Zendesk-native integration, Ultimate now offers stronger platform-specific features. However, this comes at the cost of flexibility, as businesses using multiple helpdesks may find themselves locked into Zendesk’s ecosystem.
In contrast, eesel AI is built for cross-platform compatibility, allowing companies to integrate with multiple platforms like Confluence, Google Docs, Intercom, Slack, and Shopify to name a few. It also pulls data from various knowledge bases, keeping responses accurate and up to date.
For complex workflows, such as refund processing, eesel AI can automate multi-step actions from verifying orders to checking policy compliance and initiating refunds via API integrations, all while keeping the conversation natural.
eesel AI's Zendesk AI Agent configurations page.
Pricing comparison and ROI
When evaluating AI automation tools, understanding the total cost of ownership and potential return on investment is crucial for making an informed decision. Let’s examine how Ultimate’s acquisition by Zendesk has impacted pricing and compare it with eesel AI’s approach.
The ROI calculation needs to consider several key factors. Implementation time significantly impacts initial costs, with eesel AI typically deploying in 1-2 weeks, minimizing disruption to operations. Training requirements impact both immediate and ongoing costs. Ultimate’s native Zendesk integration may require less initial setup, but eesel AI’s intuitive interface often results in faster agent adoption and faster ongoing adjustments as needed.
Breaking down the costs
According to Voiceflow, Ultimate’s AI capabilities are now bundled into Zendesk’s AI agent pricing tiers, starting at $50 per agent per month on top of existing Zendesk subscription costs. For larger teams, this per-agent pricing model can scale costs quickly, making budgeting unpredictable.
Meanwhile, eesel AI takes a different approach, offering a flat monthly fee with interaction-based pricing that scales with actual usage rather than the number of agents. There are no overage fees with our pay-per-interaction model, meaning businesses can handle fluctuating ticket volumes without unexpected costs. If you find that you need more tickets, you can reach out and purchase more and we’ll be happy to add.
| Factor | Ultimate (via Zendesk) | eesel AI |
|---|---|---|
| Base pricing | $50/agent/month add-on | Starting at $239/month |
| Usage model | Per-agent licensing | Pay-per-interaction, no limitations on scaling. |
| Contract flexibility | Annual commitment | Monthly or annual options |
| Integration costs | Included with Zendesk | Multiple platform support included |
| Support included | Standard Zendesk support | Dedicated implementation team |
| Scaling model | Increases with team size | Based on actual usage |
Which pricing model works best?
For growing businesses, eesel AI’s interaction-based pricing is often the more cost-effective choice eliminating the need to buy extra agent licenses for temporary or part-time staff. Plus, its transparent pricing model ensures businesses don’t get hit with surprise overage fees.
Ultimately, if you’re deeply invested in Zendesk and have a fixed, stable support team, Ultimate’s per-agent pricing might work. But if you need scalability, flexibility, and multi-platform support without worrying about rising costs, eesel AI’s usage-based pricing gives you better cost control and no unexpected fees.
How to choose the right tool
Selecting between Ultimate and eesel AI for Zendesk automation requires careful evaluation of your specific business needs and technical requirements. Let’s explore the key factors to consider when making this decision.
How well will it fit into your workflow?
Your existing infrastructure plays a crucial role in this choice. Organizations deeply embedded in the Zendesk ecosystem may find Ultimate’s native integration appealing. However, companies needing broader platform support or planning future flexibility should consider eesel AI’s platform-agnostic approach, which enables seamless integration across multiple helpdesks.
| Decision Factor | Ultimate | eesel AI |
|---|---|---|
| Pricing Model | Per-agent based | Interaction-based |
| Integration Focus | Zendesk-centric | Multi-platform |
| Implementation | Full deployment required | Flexible rollout |
| API Customization | Limited | Extensive |
Will it keep up as you grow?
For growing teams, cost predictability is key.
- Ultimate’s per-agent pricing means costs rise as your team expands, which may work for businesses with stable team sizes.
- eesel AI’s interaction-based model ensures pricing stays aligned with actual usage, eliminating the need to buy extra licenses for seasonal or part-time agents.
Lock in or level up? The choice is yours
As businesses evaluate AI automation in 2025, the Ultimate acquisition makes it clear, Zendesk is moving toward an all-in-one AI ecosystem. While that may work for companies fully embedded in Zendesk, others may find it limiting in cost, integration, and long-term flexibility.
If you want AI automation that adapts to your tech stack, scales affordably, and doesn’t lock you into a single vendor, eesel AI offers a multi-platform, cost-effective alternative designed for long-term growth.
Looking for a better way to optimize your workflow? Try eesel AI for free today sign up here or schedule a personalized demo to see how we can transform your customer service workflow.
