| Announced on | Rollout on |
| February 19, 2026 | February 19, 2026 |
On February 19th, Zendesk launched redesigned Premier plans that deliver greater access to enhanced technical expertise and consulting, 24/7 global coverage (English only), priority routing, and SLA-backed guaranteed response times and in accordance with customers’ license agreements.
This announcement includes the following topics:
What is changing?
We’ve renamed and redesigned the Premier plans to provide even more value than before. The new plans drive tangible outcomes, reduce risk, and scale with your business. Want more than standard Suite support? See how Premier can help and compare plans in the PDF attached at the end of this announcement.
Key changes by plan:
-
Premier Essentials → Premier Access
- Now includes the Expert Access Catalog.
- Customers can request unlimited Expert Access assessments (one at a time).
-
Premier Support → Premier Plus
- Now includes unlimited Expert Access assessments and interactive workshops (one at a time) that provide collaborative, hands-on configuration and guidance for efficiency, security, routing, analytics, and self-service.
- Added technical strategy and planning with a Technical Account Manager (TAM).
-
Premier Enterprise → Premier Enterprise EAC
- The name remains the same but now includes the Expert Access Catalog with increased entitlement to unlimited assessments and workshops (two at a time).
Why is Zendesk making this change?
We want to help you realize value faster, increase product adoption, reduce downtime, and deliver measurable ROI. The redesigned plans align support and technical expertise to be more proactive and outcome-driven.
What do I need to do?
All customers currently on Legacy Premier plans are eligible to move to the redesigned Premier plans and receive the additional benefits.
If you're on a Legacy Premier plan, no immediate action is required and you can continue to stay on your current plan. Zendesk will notify you when your subscription is up for renewal with details about the transition.
If you are not currently a Premier customer and would like to learn more, contact your Zendesk Account Team to discuss the right Premier plan for you.
If you have questions or concerns about the transition, or would like to upgrade mid term, please reach out to your Zendesk Account Team.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.