Smooch (Sunshine Conversations) vs Zendesk
Converge Team
Side-by-side comparison for 2026
| Feature | Smooch (Sunshine Conversations) | Zendesk |
|---|---|---|
| Starting Price | From $115/seat/mo | From $89/seat/mo |
| Best For | Existing Zendesk customers needing omnichannel messaging | Large enterprises needing comprehensive ticketing with compliance requirements |
| Standout Feature | Deep integration with Zendesk ecosystem | Industry-leading ticketing system with 1000+ integrations |
| Free Plan | ✗ | ✗ |
| G2 Rating | 4.2 | 4.3/5 |
Smooch (Sunshine Conversations) and Zendesk are both customer support platforms with different approaches. Smooch focuses on omnichannel messaging APIs, while Zendesk offers a comprehensive support suite with extensive integrations.
Both platforms serve businesses looking to improve customer communication, but they target different use cases and technical requirements.
Feature Comparison
Smooch (Sunshine Conversations) excels as an omnichannel messaging API platform, offering multi-channel integration with flexible implementation options. Being Zendesk-owned provides seamless integration possibilities.
Zendesk provides a comprehensive support platform with over 1000 integrations and enterprise-grade compliance including HIPAA and SOC2 certifications. However, it can be complex to set up and manage.
The key difference is that Smooch requires technical integration work but offers more flexibility, while Zendesk provides ready-to-use features with extensive third-party connections.
Pricing Comparison
Smooch (Sunshine Conversations) ranges from $19-$99 per agent per month, making it more affordable for smaller teams. However, it requires development resources for API integration.
Zendesk costs $55-$169 per agent per month with per-agent pricing that can become expensive for larger teams. The higher cost includes more built-in features and integrations.
Consider implementation costs: Smooch needs technical setup but offers lower ongoing costs, while Zendesk has higher monthly fees but less setup complexity.
Smooch (Sunshine Conversations)
Pros
- ✓ Strong Zendesk integration
- ✓ Good channel coverage
- ✓ Mature platform
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Complex setup process
- ✗ Limited customization options
Zendesk
Pros
- ✓ Industry-leading ticketing system with mature workflows
- ✓ Massive integration ecosystem with 1000+ apps
- ✓ Enterprise-grade security and compliance (HIPAA, SOC2)
Cons
- ✗ Per-agent pricing scales with team size
- ✗ Complex setup and configuration
- ✗ AI features require additional costs
Verdict
Choose Smooch (Sunshine Conversations) if you need flexible omnichannel messaging APIs and prefer Zendesk-owned integration. Choose Zendesk if you want a full-featured support platform with 1000+ integrations and enterprise compliance.
Choose Smooch (Sunshine Conversations) if: You need flexible messaging APIs, have development resources, and want lower per-agent costs ($19-$99/agent/mo).
Choose Zendesk if: You want a complete support platform with extensive integrations, enterprise compliance, and don't mind higher costs ($55-$169/agent/mo).
Alternative: Consider Converge at $49/month flat rate with up to 15 agents, offering predictable pricing without per-agent fees.
Looking for more options? Browse all 750+ platform comparisons, or see all Smooch (Sunshine Conversations) comparisons and all Zendesk comparisons.