Frequently Asked Questions - Zendesk Customer Agreement 2025

Zendesk may update these FAQs from time to time.

Q: Why did we make changes to the agreement?

A:  We regularly update our customer agreements to reflect changes in Zendesk’s products and services, comply with new laws and regulations, and keep pace with evolving market conditions and customer needs. In this latest update, we’ve focused on making the agreement easier to understand and use by simplifying the language, reorganizing the clauses for better navigation, and adding commonly requested provisions as standard. These improvements create a more balanced and customer-friendly agreement designed with customers in mind.

Q:  What has changed in the new agreement?

A: We’ve completely redesigned our agreement to be clearer, more straightforward, and easier to understand. While the structure and wording have changed, the core principles and protections our customers enjoyed before have been carefully retained, simplified, or enhanced. Because the entire agreement has been rewritten in plain language, a direct clause-by-clause comparison isn’t possible - but rest assured, the new terms are fairer and more aligned to industry standards.

Additionally, we’ve removed outdated provisions - like the requirement for a high-speed internet connection and references to Zendesk’s In-Product Cookie Policy - that no longer apply. At the same time, customers will benefit from important new features such as a standard Data Processing Agreement, stronger remedies for product issues, and more balanced liability clauses designed to protect both parties.

In short, these updates help make our relationship clearer, fairer, and better aligned with customer expectations - giving the customer greater confidence in working with us.

Q: Why has Zendesk changed the name of the agreement to Zendesk Customer Agreement, and modified some of the existing defined terms?

A: The new agreement updates the name from Main Services Agreement to Zendesk Customer Agreement and introduces defined terms like Customer, Order Form, Third-Party Products, and Charges. These changes are designed to make the agreement easier to understand by aligning it with language our customers are likely familiar with from other SaaS vendors. Our goal is to make the contracting process as transparent and straightforward as possible. It also shows our customer-centric focus, clearly indicating that the document is about the relationship with the customer rather than just a list of services.

Q:  Will this affect my upcoming contract renewal?

A: No. Existing renewals will proceed as before; however, existing customers who have accepted the online terms will be upgraded to the new ZCA automatically from September 1, 2025.

Q:  What can I do if I have concerns about the changes?

A: We understand that any change to terms can raise questions, and we appreciate your feedback.

Please know that our goal with this update is to make the agreement clearer, fairer, and easier to navigate - providing stronger protections and benefits for you while aligning with current industry standards and legal requirements. We carefully retained and enhanced the core protections you rely on while removing outdated provisions to simplify the terms.

We are committed to supporting you and want to ensure your experience remains positive.

Q:  What changes were made to the Order Form?

A: As part of the transition to the new ZCA terms, Zendesk updated its Order Form template to reflect the new terminology. These changes focus on making the commercial terms easier to understand by simplifying the language and providing clause titles for better navigation. The new Order Form also includes “equivalency language” mapping former terms to the new terminology.

Q:  Can I sign the old Service Order Form?

A: The changes to Zendesk’s Order Form were made at the template level, meaning the former Service Order template is no longer available for generation. The new Order Form includes “equivalency language” mapping former terms to the new terminology.

Q:  Why the DPA is now included in the agreement as standard?

A: Previously, the DPA was a separate, optional document, but we recognized that data protection is a critical concern for all our customers. By incorporating the DPA directly into the main agreement, we simplify the contracting process - so you only need to review and manage one comprehensive document. This integration also promotes greater transparency and clarity around how Zendesk collects, uses, and protects personal data. It ensures the data handling terms are always up to date and consistently applied, reducing the risk of misunderstandings or gaps. Additionally, embedding the DPA helps us align better with global data protection laws and industry best practices, providing stronger assurances around security and compliance.

Q: Can I still sign a separate DPA with you?

A: Because the DPA is now fully incorporated into our main customer agreement, there’s no need to sign a separate DPA. This means all the important data protection terms are already included and in effect as part of your agreement with us, making things simpler and more convenient. However, if you need it (e.g. for internal policy purposes), then we can work with you to sign the DPA as a standalone document.

Q: Do the changes affect Zendesk’s charges?

A: No. The new terms do not impact Zendesk’s charges.

Q: I already have a signed MSA with Zendesk. Does the new ZCA replace that existing MSA?

A: No. Customers with existing signed MSAs can remain as they are. It is of course open to them to adopt the new ZCA terms, if they wish.

Q: How does this affect Zendesk’s partners and customers who purchase through them?

Customers: Our partners resell Zendesk software to their end customers. Currently, partners must ensure their customers either accept the terms of the Reseller Subscription Services Agreement, which is published online and incorporated into customer agreements, or agree to the Zendesk MSA. With the introduction of our simplified new agreement terms, the need for a separate Reseller Subscription Services Agreement falls away because the new agreement applies to all our customers, whether they be direct Zendesk customers or customers sourced indirectly through partners.

Partners: Partners can continue reselling under their existing reseller agreements with Zendesk without modification. We encourage partners to familiarize themselves with the new terms so they can confidently explain the advantages to their customers. As always, Zendesk’s partner team is available to support and answer any questions the partners may have.

Q: Will we allow a Customer to sign the older version of the MSA?

A: No. Given the significant improvements and updates in our new agreement terms, and our commitment to delivering a consistent and positive experience for all customers, we will no longer accept signatures on the old agreement once the ZCA goes live. This ensures everyone benefits from the clearer, fairer, and more balanced terms we’ve put in place.