Zendesk vs Textline

Two customer support tools side by side. Prices are the starting plan a small business would pick, in USD.

Compare	ZendeskZendesk	TextlineTextline
In one line	Full ticketing across email, chat, phone, and social	Shared inbox for business texting, priced by quote
Starting price	From $19/person	Price by quote
Six-person team	$114/mo	Price by quote
Plans	Support Team $19/agent/mo; Suite Team $55/agent/mo; Suite Professional $115/agent/mo, billed annually (monthly $25/$69/$149)	No prices published; quoted by plan, agents and message credits. Essentials: 3 agents, at least 600 message credits/mo. Pro: 5 agents, at least 2,000 credits, Salesforce integration, priority support, customer success manager. Enterprise: custom. Add-on credits 3¢ each, bought ahead once per billing cycle; backup credits 4¢ each, auto-bought in blocks of at least 250; an MMS uses 3 credits. Local 10DLC numbers add a $15/mo campaign fee; toll-free numbers have none. Monthly or annual billing. Free account to start, no card
Pricing model	Free trial	Paid
Free trial	14 days	—
Users	Per agent	3 agents on Essentials; 5 on Pro
Integrations	1,500+ apps	Zendesk, Salesforce, HubSpot, Help Scout, Freshdesk, Gorgias, Aircall, Slack, Zapier
Team size	11–50 people · 51–200 people	2–10 people · 11–50 people · 51–200 people
Available in	US · UK · CA · AU	US · CA
Phone support	Plans not stated (US)	Plans not stated
Live chat	Plans not stated	None listed
Support hours	Phone: 8am-6pm Eastern Time, Monday through Friday (excluding holidays)	Not published
Incidents posted	Zendesk has a public status page. Status page	2 incidents posted on Textline's status page in the 90 days to Oct 27, 2026; 0 marked major or critical by Textline. Status page
Capterra score	4.4 / 5 from 4,094 reviews	Not listed
Trustpilot score	1.8 / 5 from 742 reviews	Not listed
Fit: Retail shop	50	55
Fit: Restaurant or café	30	40
Fit: Service business	65	80
Fit: Agency or studio	60	50
Fit: Trades or contractor	40	75
Fit: Online store	85	65
Why people pick it	Handles any channel Deep reporting	Several agents texting customers from one number HIPAA-compatible on every plan
Where it falls short	Complex setup Per-agent cost	No published prices Message credits and number fees on top
	Visit Zendesk ↗	Visit Textline ↗

Six-person prices are what a team of six would pay on the published plans; "Not listed" means those plans don't cover six. How we calculate prices

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