Announcing upcoming changes to Sunshine Conversations subscriptions

Announced on | Rollout ends
April 2, 2026 | February 1, 2027

Zendesk is updating how we deliver, administer, and bill legacy Sunshine Conversations subscriptions. Depending on your account type, Zendesk will either migrate your account from the legacy Sunshine Conversations dashboard to Zendesk Admin Center or permanently shut down your legacy Sunshine Conversations account on February 1, 2027.

If these changes affect your account, Zendesk has or will notify you by email and explain what will happen and any actions you may need to take.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is moving legacy Sunshine Conversations management away from the Sunshine Conversations dashboard. If this change affects your account, Zendesk will send you an email with the specific details and next steps.

Migration to Zendesk Admin Center (eligible accounts)

If your email states Zendesk will provide your Sunshine Conversations access through Zendesk (for example, through your existing Zendesk Suite subscription), then on the effective date listed in your email:

Sunshine Conversations administration will move to Zendesk Admin Center, where you will manage integrations and configurations.

You will no longer use the Sunshine Conversations dashboard for ongoing management.

Zendesk will consolidate subscription and billing management and align it with your Zendesk subscription, where applicable.

In some cases, Zendesk may upgrade your account to Zendesk Suite Professional to support this delivery model.

For some customers, Zendesk will perform a structured migration that may include creating a Zendesk instance, migrating existing integrations and configurations into Zendesk, and removing ongoing Sunshine Conversations dashboard access.

Sunshine Conversations account shutdown (February 1, 2027)

If your email states Zendesk will shut down your Sunshine Conversations account:

Zendesk will remove your Sunshine Conversations account on February 1, 2027.

Your team will lose access to the Sunshine Conversations dashboard and all of your existing integrations after the shutdown date.

Services running from that account will stop working after the shutdown date.

Why is Zendesk making this change?

Zendesk is making this update to simplify administration and billing and align Sunshine Conversations delivery with the Zendesk platform. This change allows customers to manage integrations, configuration, and subscriptions through Zendesk Admin Center.

Am I affected?

You are affected only if you received a direct email from Zendesk regarding migration to Admin Center or account shutdown for your legacy Sunshine Conversations subscription.

Your email will specify whether your account is:

Migrating to Zendesk Admin Center (effective date listed in your email), or

Scheduled for shutdown on February 1, 2027

What do I need to do?

If Zendesk migrates your account to Admin Center:

Reset account-level keys to app-level keys if your account currently uses account-level keys. Zendesk will assist with this process.

If you want the migration to occur earlier, or you’d like to renegotiate your subscription, follow the instructions in your email.

If you use Email for Business, Help Scout, Stripe Connect, Office Hours, or Slack, evaluate the alternatives outlined in Migrating from the Sunshine Conversations dashboard, as these systems are no longer supported in Zendesk.

If your account is scheduled for shutdown:

Reply to your email to confirm receipt and provide the appropriate contact for final account and billing questions.

Remove or replace Sunshine Conversations dependencies (web/mobile messaging, social channels, bots, backend integrations using Sunshine Conversations APIs and keys, and so forth) before February 1, 2027 to avoid service disruption.

ISV customers

If you received an ISV-specific email and want to explore options to maintain service with Zendesk, reply to your email. As noted in the communication, individual apps will need to be managed via separate Zendesk accounts.

If you have questions about your email, timelines, billing, or required technical changes (including key updates), reply to the email you received from your Zendesk representative.

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