We have used Zendesk for years for external customer tickets. I recently set up a new, separate Zendesk instance to start using it for internal IT tickets.
The new instance looks quite a bit different, specifically the ticket view and where replies are written. When I click on my profile icon then "About" both instances say they are "Version: 12804 (ec941b134ba7163ce2b2997084158a83b6a28768)", both are the same license/suite type.
Below are examples, first is the instances we have had for 3 years, second is the newest one. I see in recent Zendesk webinars, it appears the second one is the new style I am curious how or when our older instance will be upgraded. Is this something I have to initiate?
OLDER ZENDESK INSTANCE
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