Zendesk Sell vs Pipedrive: An Honest Comparison for Business Owners
Zendesk Sell is retiring in August 2027. Compare it honestly with Pipedrive, feature by feature, and find out if your migration could be an upgrade.
You may have heard the buzz … and for good reason. Pipedrive has just rolled out one of its biggest updates yet, and it’s already making waves across the CRM world. Whether you’re a long-time user, just starting to explore your options, or somewhere in between, these updates are worth your attention.
If you're not yet familiar with Pipedrive, it's a powerful, easy-to-use customer relationship management (CRM) tool built specifically for sales teams. With a visual sales pipeline, smart automations, and integrations galore, it's designed to help you close more deals and work more efficiently. We've written a number of deep dives into its features and use cases (you can check out our CRM blog archive here if you're curious).
We’ve pulled together a full breakdown of what’s changed, what’s coming, and what it all means for you and the world’s most user-friendly CRM.
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Pipedrive has refreshed its lineup to better reflect how users grow with the platform:
New customers are already seeing these changes. If you're an existing user, you’ll have until mid-October to prepare. Not sure what your timeline is? Just ask, we’ll help you make sense of it.
Pipedrive’s new plan structure is more transparent, scalable and, most importantly, flexible. Here’s a breakdown:
✅ Up to 2,500 leads/deals
✅ Basic pipeline and lead management
✅ Email integration (basic)
❌ No Sales Assistant AI
❌ No reporting beyond essentials
Great for: Solo users or micro teams just getting started
✅ Up to 4,000 leads/deals
✅ Automations (limited volume)
✅ Group emailing, scheduler, and Smart Docs (basic)
✅ Activity & deal reports
Great for: Teams ready to automate and grow
✅ Full reporting suite, forecasting, team goals
✅ Sales Assistant AI features (when re-released)
✅ Up to 10,000+ leads/deals (with top-ups)
✅ Advanced permissions and collaboration
Great for: Sales teams that need deeper insights and scalability
✅ Highest usage limits, enhanced onboarding and support
✅ Custom roles, security, expanded automations
✅ Unlimited API tokens + audit logs for API use
✅ Built for large teams with complex needs
Great for: Organisations needing full control and room to grow
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Limits are now tighter on features like Smart Docs, automations, and reporting but you can now expand them via "top-ups" rather than being forced into a higher plan. That means more control and customisation for your team.
Now live across all plans:
Coming July 15:
These tools give you more ways to act quickly, prioritise efficiently, and automate with ease.
The Sales Assistant (AI Chat) was originally slated for release with this rollout, but has been pushed back for refinement. It’s been removed from Lite for now, but will return soon with improved positioning.
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Our take: If reporting is critical to your team, Growth is the minimum - but Premium is where you unlock the full power of Pipedrive’s analytics.
Our take: If you're integrating Pipedrive with multiple tools or a custom setup, Premium or Ultimate is the way to go. Otherwise, you might find Growth restrictive.
As Pipedrive partners and long-time advocates of the platform, we see these updates as a step in the right direction … especially for our clients.
The new names better reflect the journey most businesses go through. No more confusion about which plan is more advanced, the names speak for themselves.
No more being forced to upgrade for one single feature. Top-ups give you the flexibility to grow based on your actual usage - not an arbitrary upgrade threshold.
It’s now much easier to see where you stand. Usage limits for features like Smart Docs, automations, reports, and even API access are clearly defined, which makes planning and scaling smoother.
With the new Pulse Toolkit and expanded features like custom scoring and sequences, Pipedrive now offers functionality that competitors tools like HubSpot … but without the complexity or cost.
At Motii, we believe in starting small, proving ROI, and then scaling smartly. These new changes align perfectly with how we support clients:
Sure, the Sales Assistant has been delayed but that’s a good thing. It means Pipedrive is refining and improving before release, and we expect it to offer serious value when it launches.
Ultimately, these updates give us even more tools to help our clients succeed with Pipedrive.
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These updates make it easier than ever to start small and scale confidently. Still unsure where to begin? We can help you pick the right plan and tailor your setup.
No immediate changes required but it’s a good idea to review your current usage. Are you close to limits in automations, Smart Docs, product fields, reports, or integrations? We can walk you through what a switch or top-up might look like.
We’ve helped hundreds of businesses implement and optimise Pipedrive. Here’s what we recommend:
This isn’t just a pricing update … it’s a bigger shift toward smarter selling, more customisation, and CRM tools that actually grow with you.
📞 Ready to talk strategy? Book a chat with Team Motii. We’re here to make the transition smooth, smart and scalable.
Keep an eye out for even more insights, recommendations, and video walk-throughs in the coming weeks!
Latest updates
Zendesk Sell is retiring in August 2027. Compare it honestly with Pipedrive, feature by feature, and find out if your migration could be an upgrade.
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