Zendesk is a SAAS product, meaning you buy a license of the product and they provide you with hosting, storage, software, security and all other elements you expect of a good software application.
When looking at SAAS offerings we can broadly put them in three buckets:
- Seat based licensing, where you pay per active user of the tool. Zendesk falls under this bucket with its Agent based licensing. You per pay active agent in your environment
- Usage based licensing, where you pay on how much you use the product. Mailchimp is such a tool, where you pay for the amount of recipients in your email list. Sunshine Conversation is another, where you pay per active monthly user.
- Storage based licensing, where you pay for the amount of storage used. Think Amazon S3, Google Drive or other solutions.
Most SAAS tools offer a combination of these. For example, in Google Workspace, each user license comes with a set amount of storage, but you can buy additional storage if you need more.
Zendesk has always been Seat Based and didn't really have limits imposed. A ten agent environment could serve 100, 1000 or a million end-users and your bill would be the same regardless.
But this has now changed. Announced at the end of November, Zendesk will now enforce a more strict storage usage on its platform, and will bill customers with an overage upon their next renewal.