On February 1, 2021, we announced new Zendesk Suite plans. This article addresses Frequently Asked Questions about these new plans
This article covers the following questions:
- I’m an existing customer. How do the plan changes affect me?
- When I come up for renewal, will I be able to stay on my existing plan?
- Can I upgrade/downgrade within my current plan rather than switching to the new plans?
- How do I upgrade to the new Zendesk Suite Plans?
- Are you planning to remove legacy plans?
- If new features come out, will they be added to my non-Suite plan?
- Can I still continue to purchase add-ons for legacy plans?
- Is there a benefit to changing plans?
I’m an existing customer. How do the plan changes affect me?
If you are a current customer and happy with your current plan, nothing changes. Your existing package and price will remain the same.
However, we encourage you to explore the new Zendesk Suite plans. The new Zendesk Suite is the complete customer service solution that is easy to use and powerful to scale. It takes all capabilities from our products and packages them into a single, comprehensive solution at a great value.
When I come up for renewal, will I be able to stay on my existing plan?
Yes.
Can I upgrade/downgrade within my current plan rather than switching to the new plans?
Yes. Current customers with legacy plans will be able to upgrade/downgrade within legacy plans and continue to operate just as they did prior to the launch of Zendesk Suite.
How do I upgrade to the new Zendesk Suite Plans?
Initially, you will only be able to upgrade by contacting sales or your account manager. If you don’t know your account manager, contact Zendesk Customer Support.
In mid-2021, we will enable self-service upgrade capabilities. Details on self-service upgrade can be viewed here.
Are you planning to remove legacy plans?
We are not removing any plans for current customers.
However, we will no longer sell Support Essential, Support Elite, or standalone Chat to new customers. The capabilities of these products are now part of the Zendesk Suite plans. If you are currently a Support Essential, Support Elite, or standalone Chat customer, you will not be affected by this change.
If new features come out, will they be added to my non-Suite plan?
We will continue to maintain standalone products and will include new features just as we did prior to launch of the Zendesk Suite.
Can I still continue to purchase add-ons for legacy plans?
Yes, you can continue to purchase add-ons as you normally would.
Is there a benefit to changing plans?
Of course! The Zendesk Suite is the complete customer service solution that is easy to use and powerful to scale. It takes all capabilities from our products and packages them into a single, comprehensive solution at a great value.
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