📊 当社のテスト結果：
- 🎯 Ticketing Systems: Zendesk pulled support tickets from multiple channels into one agent workspace, while Bitrix24 split them across the contact center — Zendeskが勝利
- ⚡ AI & オートメーション 特徴： Zendesk auto-resolved 80%+ of routine inquiries; Bitrix24’s Co-Pilot helped users navigate but solved fewer support requests — Zendeskが勝利
- 💰 Zendesk’s Pricing vs Flat Fee: Zendesk Suite starts at $55/agent/month; Bitrix24 charges $49/month flat for unlimited users — Bitrix24 wins for larger teams
- 🔧 ユーザーインターフェース: Zendesk’s agent workspace felt clean and ready to use; Bitrix24’s many features made the user interface feel busy at first — Zendeskが勝利
- 🔌 統合: The Zendesk marketplace offers 1,300+ pre-built apps; Bitrix24’s marketplace is smaller but covers core tools — Zendeskが勝利
Are you stuck between Zendesk and Bitrix24 for your customer support and 仕事 ニーズ？
Both tools promise to manage customer interactions, team’s performance, and sales process in one place.
しかし、彼らはそこに至るまでに全く異なる道を辿る。
Zendesk is a dedicated customer support software with deep ticketing systems and reporting and analytics Zendesk users rely on daily.
Bitrix24 is an all in one platform with CRM software, project management tools, and communications tools bundled together.
I tested both tools for weeks across real support scenarios, pricing, integrations, and key features.
Here is everything you need to choose the right tool for your business.
概要
To give you the most accurate comparison, I tested Zendesk vs Bitrix24 side by side.
I looked at their ticketing systems, AI features, total cost, and the different aspects of how each platform handles customer conversations.
I checked 安全 Zendesk users praise and the multilingual support both tools claim to offer.
I also explored the Bitrix24 CRM, sales pipeline, and automation features to compare value.
The goal was simple: find out which tool delivers more for your business.
Zendeskとは何ですか？
Zendesk is a cloud-based customer service software that centralizes customer interactions into one platform.
It pulls support tickets from email, live chat, phone, and social messaging into a single agent workspace.
The company started the customer experience revolution in 2007 from its San Francisco headquarters.
Zendesk’s customer support software now serves over 200,000 customers worldwide, including Uber, Shopify, and Slack.
Forbes named Zendesk the #1 platform for customer service in 2023. G2 has recognized it for four straight years.
Led by CEO Tom Eggemeier, Zendesk continues to roll out new features focused on customer satisfaction and AI.
ゼンデスク
Zendesk is the #1 rated customer support software, trusted by 200,000+ businesses. Its AI resolves over 80% of routine support requests automatically, freeing your support team for complex conversations.
Zendeskの価格
Here is what Zendesk’s pricing looks like in 2026. Each Zendesk Suite plan is billed per agent per month.
| プラン | 価格 | 最適な用途 |
|---|---|---|
| スイートチーム | エージェント1人あたり月額55ドル | 中小企業 starting with desk software |
| スイートの成長 | エージェント1人あたり月額89ドル | Growing support teams needing more features |
| スイートプロフェッショナル | エージェント1人あたり月額115ドル | Companies needing custom workflows and analytics |
Pricing verified March 2026.
無料トライアル: Yes — 14 days, full access to the Zendesk Suite Professional plan, no credit card required.
返金保証: Zendeskは、有料プランに対して標準的な返金保証を謳っていません。
📌 注記： Zendesk also runs a startup program. Qualifying companies can use Zendesk free for six months with full access to the Zendesk Suite. Each plan includes core ticketing, the help center, and reporting and analytics Zendesk users count on.
⚠️ 警告： Zendesk’s pricing is per agent per month, billed annually for the lowest rate. The Team plan is $19/agent/month if you only need a basic ticketing system. The Suite plans cost more but include live chat, multilingual support, and AI.
Zendeskの主なメリット
Here is what makes Zendesk a strong customer service software for many customers:
- Unified Omnichannel Ticketing System: Zendesk support pulls customer conversations from email, live chat, social messaging, and Sunshine Conversations into one agent workspace. Your support agents never need to switch between other tools.
- AIを活用した自動化: Zendesk’s AI can resolve over 80% of routine inquiries automatically. The platform suggests responses, recommends actions, and creates automated workflows that cut response times.
- 1,300+ Apps in the Zendesk Marketplace: Zendesk offers over 1,300 pre-built apps and integrations, including セールスフォース, Slack, and Shopify. You can also build custom apps for your team using the open API.
- Security Zendesk Customers Trust: All data is encrypted at rest with AES-256 and in transit via HTTPS/TLS 1.2 or higher. Admins can restrict access to specific IP ranges, and two-factor authentication is supported.
- Reporting and Analytics Zendesk Teams Love: Zendesk’s analytics dashboard tracks agent performance, customer trends, and customer satisfaction scores. You get the ability to make data-driven business decisions without extra tools.
- Knowledge Base & Community Forums: Zendesk includes a help center, center articles, and community forums so customers can solve their own questions during or after business hours.
Zendeskのメリットとデメリット
✅ メリット
- Built exclusively for customer experience and support workflows
- AIが定型的なサポートチケットの80%以上を自動的に解決します
- Zendesk marketplace offers 1,300+ apps and integrations
- Intuitive agent workspace lets your support team respond from day one
- Trusted by Fortune 100 and Fortune 500 companies for security
❌ デメリット
- Per agent pricing raises the total cost for larger support teams
- No built-in project management or full classic CRM
- No free plan — only a 14-day Zendesk Suite trial
- Advanced features are locked behind higher-tier plans
Bitrix24とは何ですか？
Bitrix24 is a cloud-based unified platform that combines Bitrix24 CRM, project management, and collaboration tools.
It centralizes customer data, customer relationships, and sales process into one single platform.
The Bitrix24 CRM software is popular with small businesses and medium sized businesses that want an all in one platform.
It offers a free plan for up to 12 users and charges flat monthly fees — not on a per user basis.
The platform includes a contact center, sales funnel, landing pages, and even an online stores ビルダー.
Bitrix24 also supports EU-based data hosting for users in the European Union, with secure cloud storage on AWS.
ビトリックス24
Bitrix24 is an all in one platform combining Bitrix24 CRM, project management tools, and team communications tools. Its flat-fee paid plans cover unlimited users, making it cost-effective for growing remote teams.
Bitrix24の価格
Here is what Bitrix24 costs in 2026. Each plan is billed per organization — not per user basis.
| プラン | 価格 | 最適な用途 |
|---|---|---|
| 基本 | 1組織あたり月額49ドル | Smaller businesses with up to 5 users |
| 標準 | 1団体あたり月額99ドル | Growing teams needing more file sharing |
| プロ | 199ドル/組織/月 | Companies needing advanced automated workflows |
| 企業 | 月額399ドル/組織 | Large companies with complex company structure |
Pricing verified March 2026.
無料トライアル: Yes — Bitrix24 offers a 30-day free trial on its Professional plan with no credit card required.
無料プラン: Yes — Bitrix24 has a permanent free plan with 5 GB of secure cloud storage and the core CRM features.
年間割引： Annual subscriptions save 20%. Two-year plans save 31% over month-to-month pricing.
📌 注記： The Plus plan is $39/month for up to 24 users with 24 GB of storage. The free plan supports unlimited users for communications tools but excludes advanced features like invoicing, workflow automation, and full lead management.
⚠️ 警告： Bitrix24 has a steep learning curve. New users often find the user interface overwhelming because of the many features. Plan time for training before rolling it out to remote teams.
Bitrix24の主なメリット
Here is why Bitrix24 stands out for all in one business management:
- 定額料金制： Unlike per user basis tools, Bitrix24 charges per organization. Teams with unlimited users pay the same on paid plans, which keeps the total cost predictable.
- All In One Platform: Bitrix24 combines Bitrix24 CRM, project management, task management, contact management, and sales management in one login. You replace several other tools at once.
- Strong Free Plan: The free plan gives small businesses access to core CRM, task management, and document tools at zero cost. It supports unlimited users for chat and basic CRM software needs.
- Built-In Communications Platform: Bitrix24 includes group chats, video conferencing, voice calls, and an activity stream natively. Remote teams stay connected without buying separate communications tools.
- Managing Projects with Visual Tools: Kanban boards, Gantt charts, web forms, and product catalog tools are all built in. You can manage projects without buying a simple CRM add-on.
- AIコパイロット アシスタント: Bitrix24’s Co-Pilot helps new users navigate features, generate reports, and automate the sales process. It softens the steep learning curve for new users.
Bitrix24の長所と短所
✅ メリット
- Flat-fee paid plans save money for unlimited users
- Strong free plan with the core CRM tool and task management
- Bitrix24 CRM, project management tools, and chat in one platform
- Built-in video, voice, and group chats for internal communications
- iOS およびモバイルアプリ アンドロイド included for managing projects on the go
❌ デメリット
- Steep learning curve due to so many features
- Limited customer support and slow resolution on lower plans
- Weaker dedicated ticketing system compared to Zendesk support
- Cluttered user interface and an activity stream that hides updates
機能比較
ZendeskとBitrix24の機能比較をご覧になりませんか？
I will compare 9 key features so you can pick the right tool for your business.
| 特徴 | ゼンデスク | ビトリックス24 |
|---|---|---|
| 開始価格 | エージェント1人あたり月額55ドル | 団体あたり月額49ドル |
| 無料プラン | ❌ | ✅ 最大12ユーザー |
| チケットシステム | ✅ 上級者向け | ✅ 基本 |
| AIと自動化 | ✅ 80%以上が自動解決 | ✅ Co-Pilot AI |
| CRM Tool | ✅ Zendesk Sell | ✅ Full classic CRM |
| プロジェクト管理ツール | ❌ | ✅ Kanban + Gantt |
| Marketplace Apps | ✅ 1,300以上のアプリ | ✅ 限定 |
| Group Chats / Video | ❌ | ✅内蔵 |
| セットアップの容易さ | ✅ Incredibly easy | ⚠️急カーブ |
| 最適な用途 | カスタマーサポートチーム | All in one business teams |
1. チケットシステム
ゼンデスク: Zendesk’s ticketing system is purpose-built for customer support. It pulls support requests from multiple channels — email, live chat, phone, social messaging, and Sunshine Conversations — into a single agent workspace. Support agents see a 360-degree view of customer data, including order history and past customer conversations, so they can respond fast.
ビトリックス24: Bitrix24 includes a basic ticketing function through its contact center and CRM tool. It handles inbound inquiries through web forms, live chat, and email, but it lacks the depth of dedicated ticket systems. Companies with heavy support volume may outgrow its capabilities quickly.
⚠️ 警告： If customer support is your core use case, Zendesk support is far more capable. Bitrix24’s contact center suits companies that need support as one of many features alongside their sales pipeline.
2. AI & Automation Features
ゼンデスク: Zendesk’s AI features resolve over 80% of routine inquiries without an agent. The platform offers triggers, automations, and macros to build custom workflows that protect against costly ダウンタイム. Suggested responses and recommended actions help support agents respond faster to support tickets.
ビトリックス24: Bitrix24 includes Co-Pilot, an AI-powered assistant that helps new users navigate the platform. It supports rule-based automated workflows for the sales process and project management. However, its automation features are less focused on direct customer support resolution than Zendesk’s.
3. CRM Software & Contact Management
ゼンデスク: Zendesk includes basic CRM features through Zendesk Sell. It syncs customer data from support interactions to give your sales team a 360-degree view of each contact. It is useful for support-focused teams but not a full replacement for Salesforce or Zoho CRM.
ビトリックス24: The Bitrix24 CRM is a full classic CRM with leads, deals, contact management, companies, and sales funnel tracking. It manages the entire sales process from lead generation to deal close. This is Bitrix24’s strongest area and one reason businesses choose it over Salesforce, パイプドライブ, or Zoho CRM.
4. プロジェクト管理ツール
ゼンデスク: Zendesk does not include native project management tools. It focuses on the customer service experience and ticketing workflows. Teams that need to manage projects alongside support must integrate other tools through the Zendesk marketplace.
ビトリックス24: Bitrix24 includes full project management tools with Kanban boards, Gantt charts, task management, and deadline tracking. The platform offers customizable reports and shared dashboards for real-time visibility. Teams can manage projects, track tasks, and run marketing campaigns from one site.
5. Live Chat & Multilingual Support
ゼンデスク: Zendesk offers live chat inside the agent workspace, alongside social messaging channels like WhatsApp and Facebook Messenger. Multilingual support is built in for global teams. Customers can reach your support team through a browser, mobile apps, or the help center.
ビトリックス24: Bitrix24 includes group chats, video conferencing, and voice calls in one platform. The platform also provides a live chat widget you can embed on your site. Multiple languages are supported through built-in localization. Internal communications are stronger than Zendesk’s.
6. Reporting, Analytics & Workforce Tools
ゼンデスク: The reporting and analytics Zendesk offers cover agent performance, ticket trends, and customer satisfaction scores. The platform ranks #1 in digital customer service per Gartner. Zendesk also includes workforce management tools that track your team’s performance and forecast support volume.
ビトリックス24: Bitrix24 lets you generate reports across CRM, projects, and HR. It includes an employee directory, workload tracking, and 時間管理 features. The platform also integrates with Google Analytics so you can track customer journeys from landing pages through the sales funnel.
7. Zendesk Marketplace vs Bitrix24 Integrations
ゼンデスク: Zendesk offers over 1,300 pre-built apps in the Zendesk marketplace. You can connect Salesforce, Slack, Shopify, Jira, and hundreds more in a few clicks. The Slack integration for Zendesk lets your support team create and update support tickets without leaving Slack.
ビトリックス24: Bitrix24 integrates with Google Analytics, social messaging platforms, and telephony providers. Its marketplace is smaller, but it covers the most common business tools. Many integrations are available through third-party connectors and the Bitrix24 marketplace.
⚠️ 警告： If your business depends on a specific tool not in Bitrix24’s marketplace, check compatibility before switching. Zendesk’s larger marketplace gives you more flexibility long-term.
8. Security & Sensitive Information
ゼンデスク: Zendesk encrypts service data at rest in AWS with AES-256 encryption. All communications with Zendesk UI and APIs use HTTPS/TLS 1.2 or higher. Admins can restrict access to specific IP ranges, like office sites, and enable two-factor authentication via SMS or authenticator apps. Zendesk regularly audits applications, systems, and networks to confirm protection of sensitive information.
ビトリックス24: Bitrix24 hosts data on Amazon Web Services with SSL encryption and multiple layers of protection. Users in the European Union can opt for European data hosting. The platform also offers extranet access so companies can safely collaborate with external partners.
9. 価格設定とコスト
価格を並べて比較してみましょう。
| プラン | ゼンデスク | ビトリックス24 |
|---|---|---|
| 無料 | ❌（14日間無料トライアルのみ） | ✅ Free plan for 12 users |
| エントリープラン | エージェント1人あたり月額55ドル（スイートチーム） | 月額49ドル/団体（基本プラン） |
| 中間計画 | エージェント1人あたり月額89ドル（スイート成長プラン） | 99ドル/団体/月（スタンダードプラン） |
| プロプラン | エージェント1人あたり月額115ドル（スイートプロフェッショナル） | $199/org/month (Professional plan) |
| 企業 | カスタム | 399ドル/団体/月 |
ゼンデスク: Zendesk’s pricing scales per agent per month. A small team of 3 agents on Suite Team costs $165/month. A team of 15 agents on the same plan jumps to $825/month before any add-ons. The Team plan at $19/agent/month is a budget entry point.
ビトリックス24: Bitrix24’s flat-fee model wins for larger teams. A company with 50 employees pays the same $99/month on the Standard plan as a 5-person team. This makes Bitrix24 dramatically cheaper at scale and a strong fit for medium sized businesses with unlimited users.
さまざまなシナリオ
| 必要な場合は | 選ぶ | なぜ |
|---|---|---|
| Dedicated customer service | ゼンデスク | 専用に構築されたチケット販売システムとAI |
| Budget for larger teams | ビトリックス24 | Flat fee — not per user basis |
| Full CRM and sales pipeline | ビトリックス24 | Stronger native Bitrix24 CRM |
| Fast setup, minimal training | ゼンデスク | Agents ready in hours |
| プロジェクト管理機能が組み込まれています | ビトリックス24 | Kanban boards and Gantt charts |
| Large app marketplace | ゼンデスク | 1,300+ apps in marketplace |
| 無料プランで始めよう | ビトリックス24 | Free plan for up to 12 users |
💰 あなたの予算
Bitrix24 wins on price for larger teams with its flat-fee paid plans. Zendesk’s pricing is per agent per month, which is predictable for small teams but raises the total cost as you add support agents.
🔌 あなたの技術スタック
The Zendesk marketplace connects with 1,300+ apps, including Salesforce, Slack, and Shopify. If your business depends on a wide range of other tools, Zendesk offers far more integrations.
📝 あなたのビジネスに焦点を当てる
If your main goal is delivering customer support, Zendesk is the right choice. If you need a unified platform with CRM, project management tools, and communications tools in one place, Bitrix24 covers everything.
🎓 あなたの経験レベル
Zendesk is designed so agents can jump right in and use it from day one. Bitrix24 has a steep learning curve — plan for 1-2 weeks of training before going live with new users.
🆓 無料トライアルとデモ
Zendesk gives you 14 days on Suite Professional with full feature access. Bitrix24 offers a permanent free plan for up to 12 users, plus a 30-day free trial on its Professional plan.
🛟 サポートオプション
Zendesk provides strong onboarding and support resources, plus help center articles. Bitrix24 offers extensive training resources, including video tutorials and webinars, but customer support resolution can be slow on lower plans.
切り替えガイド
既にこれらのツールのいずれかをご利用ですか？切り替える場合、どのような変更が想定されますか？
🔄 ZendeskからBitrix24に切り替えますか？
✅ 得られるもの：
- Flat-fee paid plans with unlimited users — no per agent costs
- Full classic CRM, project management tools, and communications platform in one
- Built-in group chats, video calls, and internal communications tools
❌ 失うもの：
- Zendesk’s AI features that auto-resolve 80%+ of support tickets
- Access to the Zendesk marketplace with 1,300+ pre-built apps
- Purpose-built ticketing systems designed for support team workflows
📋切り替え方法：
- Export Zendesk ticket history and customer data using the API or CSV export
- Create a Bitrix24 account and set up your core CRM, sales pipeline, and company structure
- Import contacts and configure the Bitrix24 live chat widget and support 受信トレイ
🔄 Bitrix24からZendeskに切り替えますか？
✅ 得られるもの：
- A purpose-built ticketing system with advanced AI and automation features
- 1,300+ pre-built apps in the Zendesk marketplace for your full tech stack
- Faster agent onboarding — Zendesk’s user interface is incredibly easy from day one
❌ 失うもの：
- Bitrix24’s flat-fee model — Zendesk charges on a per user basis
- Built-in project management tools with Kanban boards and Gantt charts
- Native group chats, video calls, and HR management tools
📋切り替え方法：
- Export your Bitrix24 CRM contacts and ticket history as CSV files
- Create a Zendesk account, configure ticket views, and set up custom workflows
- Upload files for the help center and connect your support channels to Zendesk
最終評決
| カテゴリ | 勝者 |
|---|---|
| 💰料金プラン（小規模チーム向け） | ゼンデスク |
| 💰 Pricing (Larger Teams) | ビトリックス24 |
| 🎫 チケット販売システム | ゼンデスク |
| 🤖 AIと自動化 | ゼンデスク |
| 📋 CRM Software | ビトリックス24 |
| 🔧 Project Management Tools | ビトリックス24 |
| 🔌 Marketplace Integrations | ゼンデスク |
| 👶 セットアップの容易さ | ゼンデスク |
| 🏆総合優勝 | ゼンデスク |
🏆 受賞者：ZENDESK
Zendeskは8部門中5部門で受賞した。
最適な用途: 顧客サービスチーム、企業サポート業務、迅速なセットアップと強力なAI自動化を必要とする企業。
ZendeskとBitrix24は、それぞれ異なるビジネスニーズに対応しています。
Zendesk is the clear winner for teams whose primary job is customer support and customer experience.
Its AI, ticketing depth, and the Zendesk marketplace make it the best customer support software for that use case.
Bitrix24 is excellent for businesses that need a CRM tool, project management, and communications platform under one roof.
If budget is tight and your team is larger, Bitrix24’s unlimited users model is the smarter financial choice.
But if support quality and customer satisfaction are top priorities, Zendesk wins every time.
Zendeskの比較をもっと見る
Here is how Zendesk stacks up against other competitors in the desk software space:
Zendesk vs Freshdesk
Zendeskが優れている点： AI automation depth, enterprise integrations, agent workspace polish
Freshdeskが優れている点： Lower starting price, more generous free plan, simpler setup for small businesses
Zendesk vs Intercom
Zendeskが優れている点： Ticketing depth, reporting and analytics, workforce management tools
Intercomが勝利した点： Conversational marketing features, in-app messaging, employee experience features
Zendesk vs Help Scout
Zendeskが優れている点： AI features, security Zendesk customers trust, scalability for enterprises
Help Scoutの勝利実績： Simpler user interface, better fit for small businesses, friendlier pricing
Zendeskが優れている点： Marketplace breadth, AI-powered ticket resolution, agent workspace experience
Zoho Deskが優れている点： Lower total cost, deep integration with Zoho CRM, better fit for Zoho users
Bitrix24の比較をもっと見る
Here is how Bitrix24 stacks up against other CRM software and project management tools:
Bitrix24 vs ゴーハイレベル
Bitrix24が勝利した点： Free plan availability, project management tools, internal communications
GoHighLevelが優れている点： Marketing automation, landing pages, agency-focused features
Bitrix24が勝利した点： Flat-fee paid plans, built-in project management tools, group chats
キープの勝利条件： Email marketing campaigns, lead management automation, simpler CRM for small businesses
Bitrix24 vs アクティブキャンペーン
Bitrix24が勝利した点： All in one platform, free plan, communications tools, task management
ActiveCampaignが優れている点： Advanced email marketing, customer journey automation, marketing campaigns
Bitrix24が勝利した点： Lower total cost at scale, built-in project management tools, free plan
HubSpotが優れている点： Marketing automation depth, user friendly interface, lead generation tools
Bitrix24が勝利した点： CRM depth, project management tools, internal communications platform
ClickFunnelsが優れている点： Sales funnel building, landing pages, lead generation templates
Bitrix24 vs フォーク
Bitrix24が勝利した点： Feature depth, project management tools, free plan, group chats
フォークが勝利した点： Simpler user interface, better simple CRM for relationship-focused teams
Bitrix24 vs 即座に
Bitrix24が勝利した点： All in one toolset, Bitrix24 CRM, project management, contact management
即座に勝利を収めるポイント： コールドメール アウトリーチ, email deliverability tools, lead generation focus
Bitrix24 vs クリックアップ
Bitrix24が勝利した点： Built-in classic CRM, communications tools, flat-fee paid plans
ClickUpが優れている点： Project management flexibility, cleaner activity stream and customization options
Bitrix24が勝利した点： Free plan, communications platform, broader feature set, group chats
月曜日のCRMの勝利点： Visual Kanban boards, easier onboarding for new users, simpler interface
Bitrix24が勝利した点： Unified platform, project management tools, flat-fee paid plans
Capsule CRMが優れている点： Simplicity, ease of use, fit for small sales teams
Bitrix24が勝利した点： Free plan, internal communications, broader toolset, employee directory
Insightlyが勝利した点： Project-CRM integration, deeper sales pipeline reporting
Bitrix24が勝利した点： Flat-fee paid plans, all in one platform, project management tools
Freshsales CRMが優れている点： 営業に特化したAI機能、より分かりやすい営業パイプライン表示
Bitrix24が勝利した点： Lower price, flat-fee model, free plan, simpler setup for smaller businesses
Salesforceが優れている点： Advanced lead management, customization options, enterprise scalability
よくある質問
ZendeskはCRMですか？
Zendesk is primarily customer support software, not a full CRM. It includes basic contact management through Zendesk Sell. For a full sales CRM, Salesforce or Bitrix24 are better choices.
Zendeskは無料ですか？
Zendesk has no free plan. It offers a 14-day free trial of the Zendesk Suite Professional. Qualifying startups can use Zendesk free for six months.
Bitrix24は何に使われますか？
Bitrix24 is used for CRM, project management, task management, and team communication. It is popular with small businesses and medium sized businesses that need many features in one unified platform.
Bitrix24は本当に無料ですか？
Yes, Bitrix24 offers a permanent free plan for up to 12 users. It includes core CRM, task management, and 5 GB of file sharing. Advanced features require paid plans.
顧客サポートには、ZendeskとBitrix24のどちらが適していますか？
Zendesk wins for dedicated customer support. Its ticketing system, AI features, and 1,300+ marketplace apps are built for support teams. Bitrix24 fits businesses needing CRM and project management alongside support.
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