Enterprise DNA

Instead of Zendesk

Stop renting Zendesk. Own your customer support desk.

We build your version around the support your customers need, map your Zendesk records and run it for you. Your assignment rules, service commitments and connections become part of your own system.

Zendesk Suite Professional lists US$115 per agent per month, paid yearly. That is US$1,380 a year for each agent, before optional extras.

Get your version built See it working
  • check_circleYour data in a database you own
  • check_circleOpen source, no lock-in
  • check_circleBuilt and run by Enterprise DNA

What the subscription buys

A price for every agent handling your customers

Zendesk prices its plans by agent and tier. Suite Team lists US$55 per agent per month on annual billing, while Suite Professional lists US$115. Compare the work your desk needs with the services included in your actual contract.

users

Agent seats

The subscription grows with the number of paid agents using your chosen plan.

inbox

The ticket record

Support plans include email ticketing, customer context and pre-written responses.

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Customer channels

Suite adds messaging, live chat and telephony. Your replacement needs a tested plan for the channels your customers use.

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Routing work

The Professional tier includes skills-based routing. Your version can use the ownership rules agreed for your desk.

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Reports and context

Zendesk provides analytics and conversation context. Your own database lets you combine support records with the other records you choose to connect.

layers

Additional products and usage

Optional add-ons and usage beyond applicable allowances can sit above the base subscription. Start with the bill you actually pay.

The working base

Run the daily desk from your own records

Triage

Every request has a next step

Start the morning with open work, ownership and the time since anything happened.

  • check Group requests by customer and responsible operator
  • check See urgent work beside each operator’s oldest quiet case
  • check Separate customer waits from third-party holds
  • check Add your own operational fields without waiting for a vendor release

Commitments

Make the promised dates visible

Review first replies, resolution commitments and task dates together.

  • check Record the service targets agreed for each request
  • check Separate missing targets from overdue commitments
  • check Give each escalation an owner and action date
  • check Keep unresolved escalations visible before a case can close

Customer review

Join the details that explain repeat work

Read recurring issues beside customer outcomes and the history behind them.

  • check Group repeated issues by their recorded tags
  • check Compare reopened work with satisfaction ratings
  • check Produce branded case briefs and customer service reviews
  • check Combine your own product records with support history when we build your version

Ownership

Keep the source and the change history

Bring the supported Zendesk ticket export across and inspect what arrived.

  • check Preserve the original export fields beside each imported request
  • check Reject conflicting repeat imports before they overwrite local work
  • check Review retention purpose and dates for customer information
  • check Keep a full archive of tickets, notes, escalations and recorded changes

Make it yours

Design your own Zendesk replacement

Everything starts from the open-source base. Then it gets your name, the parts you run, your rules and your data from Zendesk. Try it here, and we build the real one.

2. What it runs

3. Make it fit

4. Your colour

Your business · your Zendesk replacement Your version
YB Your business

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Answered from your own database

Build my version

We build it from the open-source base, bring your Zendesk data across and run it for you.

What it looks like

Ask it like you would ask a colleague

Real answers from the demo data that ships with Customer Support for Claude Code. It runs in Claude Code inside the Claude app, so it feels like any chat you already use.

forum

Customer Support for Claude Code

Connected to your own database

Which support commitments need attention?

20000001

Customer
Harbour Supply Demo
Subject
Missing carton on dispatch
Assignee
Unassigned
Obligation
First reply
Due at
2026-10-14 22:42 UTC
Status
Overdue

20000002

Customer
Harbour Supply Demo
Subject
Dispatch invoice mismatch
Assignee
Mara
Obligation
Resolution
Due at
2026-10-14 22:42 UTC
Status
Overdue

20000001

Customer
Harbour Supply Demo
Subject
Missing carton on dispatch
Assignee
Unassigned
Obligation
Resolution
Due at
2026-10-16 22:42 UTC
Status
Upcoming

20000003

Customer
Harbour Parts Demo
Subject
Replacement part approval
Assignee
Jules
Obligation
Resolution
Due at
2026-10-17 22:42 UTC
Status
Upcoming

Ask it anything

Questions Zendesk cannot answer

Every one of these is a real question the demo answers today. Yours will be different, and that is the point.

chat_bubble Which customers have reopened tickets and overdue commitments?
chat_bubble Who has the most urgent open work and the longest quiet case?
chat_bubble Which dispatch issues recur across customers?
chat_bubble Which customer waits have been quiet for several days?
chat_bubble Which service targets were never recorded after an import?
chat_bubble Which unassigned cases are waiting for a first reply?
chat_bubble Which customers have both reopened work and a bad satisfaction rating?
chat_bubble Who owns each overdue escalation?
chat_bubble What was actually recorded before this ticket was closed?
chat_bubble What changed, who recorded it, and which export supplied the original fields?

Switching

How to switch from Zendesk

A move usually involves exporting and mapping the ticket records and any extra history you want, then checking the new intake and reply process before you retire Zendesk.

  1. 1

    Export your Zendesk records

    Zendesk account exports must be enabled, and its account export tools are unavailable on Team plans. Export the standard ticket CSV, which the importer supports. It preserves the original columns, but does not include conversations or descriptions. If you want that history too, arrange a separate export and mapping for it. Check with Zendesk if you cannot access the exports your account allows.

  2. 2

    Load a test import

    Load the supported ticket export into the new database, starting with a test run so you can check what it would bring in before loading records for real. The import keeps the original source rows and custom columns. If you are bringing in conversations or descriptions, those need their own mapping rather than being assumed to come across with the standard ticket export.

  3. 3

    Review the imported records

    Compare the imported record counts with your Zendesk export and review the reconciliation before relying on the new records. Check whether fields mapped as expected, and review the record checks for missing service targets, retention reviews or other operating gaps. Imported task dates are kept separate from the service targets you agree for the new desk, so confirm those targets where needed.

  4. 4

    Run both desks briefly

    Keep Zendesk available while you test the new process with real support work. The free version accepts imported or manually entered requests and drafts replies, but email, chat, phone and customer screens need separate connections in an installed version. Test how requests arrive and how replies are sent before you depend on the new desk. Avoid letting the two records drift without a clear process.

  5. 5

    Switch off Zendesk

    Retire Zendesk only after you have reconciled the records you chose to bring across and tested the full intake and reply process. Confirm that the history you need is available, the right operators can access the new database, and the agreed service rules are represented. If you find a gap, resolve it before ending access to the old system.

construction

Where the real effort goes

The real work is usually mapping your own fields and service rules, then deciding how much history to bring. The standard ticket export does not include conversations or descriptions, so bringing those across needs a separate export and mapping. You also need to reconcile the records and agree which gaps to address. If Enterprise DNA runs your version, it handles the data mapping, custom fields, service rules and agreed connections.

Not ready for a call?

Get your Zendesk switch plan by email

We will send you the step-by-step plan for moving your business off Zendesk, what the move really involves, and how we would do it for you.

One email with your plan. No spam, and you can unsubscribe any time.

Three ways to own it

Choose the support you want from us

Open source

Do it yourself

Free, MIT licence

  1. 1 Clone the repo and install its dependencies
  2. 2 Run npm run demo in Claude Code, Codex, OpenCode or Cursor
  3. 3 Import the supported Zendesk CSV with the account timezone and reconcile the records
  4. 4 Set your service targets and use your existing approved channel to send reviewed drafts
Get it on GitHub

Built around your business

We customise it

One setup fee, then an agreed retainer

  • check Your ticket fields, assignment rules and service commitments
  • check Your Zendesk records and separate conversation history mapped and checked
  • check A web front end for your team or customers when you need one
  • check A different technology stack when your business needs it
Get your version built

Omni by Enterprise DNA

We run it for you

One setup fee, then a monthly retainer

  • check Installed and operated through Omni by Enterprise DNA
  • check Your email, chat and phone connections scoped and tested
  • check Private access, backups and retention routines agreed with you
  • check An accountable person keeping your support system working
Book a call with Sam

Questions

Instead of Zendesk, answered

Is this a complete replacement for every Zendesk channel? expand_more

The free version runs the support record and review work. It accepts imported or manually entered requests and creates reply drafts. Enterprise DNA builds the email, chat, phone and customer screens your installed version needs. We test the full intake and delivery process with you before switching.

Can we bring our ticket history across? expand_more

The standard Zendesk ticket export is supported, with the original columns preserved. That export omits conversations and descriptions, so those need a separate export and mapping. Zendesk must enable account exports first, and its account export tools are unavailable on Team plans. We reconcile the records and agree what history you need before retiring the old system.

Does it know our service deadlines and working hours? expand_more

You record the service targets your desk has agreed. The free base measures elapsed calendar time and keeps imported task dates separate. We build your business-hour calendars, pause rules and escalation process into your version when those are part of the scope.

Who can see customer information? expand_more

The free version is for trusted operators working with a private database. Your installed version needs the access controls, backups and retention process agreed for your business. Its record checks flag missing reviews and operating gaps. They do not certify legal compliance.

What do we pay Enterprise DNA for? expand_more

Your setup covers the agreed build, data mapping and connections. A monthly retainer covers the ongoing work we agree to run. The free code has no per-agent licence charge. Hosting, agent subscriptions and the work of operating your system remain costs to plan for.

Bring the bill and the cases that keep coming back

Spend 30 minutes with Sam. We look at your Zendesk bill, the support work your team does each week and the connections your version needs. You leave with a clear scope for a system you own.

Book a 30-minute call with Sam Get the free version

Customer Support for Claude Code is free and open source, published by Enterprise DNA.

Done paying for Zendesk?

Get your version built