Announcing the required migration of Support accounts to the CCs and followers experience

Announced on | Forced migration on
March 30, 2026 | October 28, 2026

Zendesk is officially announcing the end of life (EOL) of the legacy CCs experience in Support and the migration of all Support accounts to the new CCs and followers experience. On October 28, 2026, all accounts still using legacy CCs will migrate to CCs and followers.

This announcement includes the following topics:

What's changing?

Am I affected?

Why is Zendesk making this change?

What do I need to do?

What's changing?

On October 28, 2026, Zendesk is moving towards a unified experience for collaboration on email tickets. CCs and followers was released in 2019 and has been the default experience for email tickets since then. The EOL of legacy CCs will bring all customers onto the standard Zendesk experience.

Am I affected?

You can determine whether your account still utilizes the legacy version of the CCs experience by checking the following:

If the Ticket Settings page in Admin Center displays a Set up CCs and followers migration process for the CCs experience (as shown below), your account uses legacy CCs.

If the ticket fields on any ticket include a field for ‘CCs’ and not ‘followers’, your account uses legacy CCs.

If either of the above statements is true, your account still uses legacy CCs and must to go through the migration process before October 28.

Why is Zendesk making this change?

Zendesk has invested heavily in improving how agents collaborate on tickets, moving to a more robust and secure collaboration experience.

This change:

Gives agents more flexibility in how they communicate and manage email tickets

Brings all customers onto the most current Support email experience

Features that have been built without support for legacy CCs (such as advanced encryption and data masking) will now be available to all customers.

By removing the legacy CCs experience, we can concentrate our engineering resources on accelerating enhancements and improving the core Support email experience.

What do I need to do?

If your Support instance is affected, review the migration process to understand the scope of the change.

Inform agents of the change. There is some functionality and UI changes that agents should be aware of when the migration for your Support sentence occurs. These can be seen in the migration documentation and other resources.

Go through the migration process within the Admin Center.

If you take no action, on October 28, 2026, all accounts still using legacy CCs will automatically undergo the migration process and move to CCs and followers.

If you have feedback or questions related to this announcement, or if you need general assistance with your Zendesk products, contact Zendesk Customer Support.