|Announced on||Rollout starts||Rollout ends|
|September 7, 2022||February 2023||April 2023|
Some of Zendesk’s older plans and subscriptions will be discontinued starting in February 2023. Impacted plan holders will be notified by email with details and will be updated to a modern plan on the date provided in the notice.
Customers getting updated plans will notice a new plan name on their invoices and in their Subscription page in Admin Center. To view your current plan type, see Viewing plan subscriptions.
This announcement includes the following topics:
What’s changing and why?
Zendesk is discontinuing the following plans to reduce complexity when managing subscriptions and add-ons and to ensure your continued access to the exciting new features and functionality coming in 2023 to modern plans.
- Support Starter Subscription
- Support Regular Subscription
- Support Plus Subscription
- Support Enterprise Subscription
- Support Enterprise Elite Subscription
- Support: WhatsApp Messages Subscription
- Support: Multibrand (Up to 5 Brands) Subscription
- Support: Light Agents Subscription
- Support: Data Center Location (Germany) Subscription
- Support: Advanced Security Subscription
- Talk Basic Subscription
- Talk Advanced Subscription
- Chat Premium Subscription
- Chat Basic Subscription
- Chat Advanced Subscription
How will this impact me?
If you hold one or more of the plans listed above, your designated billing contacts will be notified by email at least 30 days before your plan is updated. If your plan is updated, you will notice a different description in your Admin Center Subscription page. There’s no additional cost associated with this change, unless you decide to alter your billing cycle or change your plan.
What do I need to do?
There’s no action for you. If you hold one of the plans that is being retired, your billing contacts will be notified and automatically updated on the date provided with no change in your cost per agent price, unless you choose to adjust your billing cycle or change your plan (similar to today). We’re here if you have questions, here’s how to contact Zendesk Customer Support.
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This article was updated to reflect a change for the dates and details associated with this change
I am a very very old customer, and today my card got charged at the rate of 36 times of my current plan pricing. No emails, no notification, no information. And, this change came in the middle of my current subscription as a pro-rata new year surprise penalty. I was already paid through May 2023.
I hope it was a technical issue and I will get refunded. Also hope you keep the promise of keeping the pricing same for old customers.
All the best for new development and progress.
I am also on a legacy Plan and rec'd the upgrade notice. But the notice stated no changes to pricing and the upgrade wouldn't occur until Feb 2023. But today my plan was changed and I was charged under the new plan rates.
I contacted ZD support and they responded that this was an error on their end and they would be correcting the problem and issuing refunds.
I am an old customer of Zendesk Support Starter. The Starter plan included Zendesk Help Center (see your pfd of specs here: http://d26a57ydsghvgx.cloudfront.net/www/public/assets/pdf/TechSpecs_archive_preNov2015.pdf), that was later renamed to Zendesk Guide Lite, which currently I use (and appears as Guide Legacy with zero cost at my Admin Center).
Now you are upgrading me from Zendesk Support Starter to Zendesk Support Team, but the Team plan doesn't include Help Center (it is available for purchase).
So my question is:
After upgrading me from Zendesk Support Starter to Zendesk Support Team, will I lose the Help Center / Guide Lite that I am using?
Thank you so much for raising this. We did experience a technical error on our end that may have caused the issue you are referring to. I'm so sorry for any confusion or alarm this caused. The issue has been resolved and our teams are working to process the adjustments. Your cost will not change as a result of the upcoming plan switchover set for February 11, 2023. Please reach out to our support team with any further questions regarding billing for your account.
here you can find more details on Contacting Zendesk Customer Support.
Please do not hesitate to contact us for billing questions.
Like many of your other customers, I am on a legacy starter plan. On January 13th I received notification of a "successful payment" of over 10x my annual contract value - taken mid-term. As I am based in the UK, my bank charged FX fees on every $/£ transaction i.e. when you took the money from me and then again when you repaid it, 5 hours later. Because my annual subscription is small, these charges amounted to over 50% of my annual subscription costs. Have you thought of an equitable way to make amends for this oversight?
I'm going to create a ticket on your behalf so our Customer Care and Finance team can look into this with you.
You'll receive an email shortly stating your ticket has been created. Thanks for bringing this to our attention!
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