Why do I not have access to a specific feature on my Suite plan?

Question

Why do I not have access to one of the Zendesk Suite features listed on the pricing page such as side conversations, conditional ticket fields, or social messaging?

Answer

Suite plans purchased before February 1, 2021 are referred to as Support Suite plans, while those purchased after February 1, 2021 are referred to as Zendesk Suite plans.

The Zendesk Suite has different features than the Support Suite plans. For a feature comparison between the plans, see the article: About the Zendesk Suite Plans.

For more information, see this announcement: FAQs for Suite plans introduced February 1, 2021.