Announcing upgrades to the new AI Expert plan

Announced on | Rollout starts | Rollout ends
January 12, 2026 | February 18, 2026 | March 11, 2026

Beginning on February 18th, Zendesk will begin upgrading customers on the legacy Ultimate and AI agents - Advanced plans to include the new AI Expert plan.

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 upgrading customers on legacy subscriptions (Ultimate and AI agents Advanced Platform subscriptions) to include the new AI Expert service subscription. With this move, customers in scope of this upgrade will automatically have access to AI Expert, an AI recurring service subscription which includes ongoing access to expertise designed to scale automation, drive continuous improvement throughout your AI journey, and provide ongoing expert support for operational excellence.

Why is Zendesk making this change?

Zendesk is committed to helping customers accelerate automation success, transform operations, and deliver measurable ROI.

By moving to AI Expert, organizations can:

Scale automation more efficiently across their support operations.

Gain access to continuous, expert-driven improvement and insights.

Execute confidently with a plan designed for agility in the evolving world of AI-powered customer service.

Customers currently on the legacy Ultimate or AI agents - Advanced subscriptions will be included in this upgrade, except those receiving ongoing support through partners. The legacy Ultimate and AI agents - Advanced subscriptions plans won't be available for purchase going forward.

This upgrade will not change the price of your subscription in your current contract term. After the upgrade is applied, you’ll receive an email confirming the change, along with steps to request time with our AI Experts. Please continue working with your AI Success Specialist, who will coordinate and connect you with the AI Experts as needed.

What do I need to do?

The transition to AI Expert is designed to be seamless. Here’s what to expect:

No immediate action required: Zendesk will manage the upgrade and notify you when your plan has been updated. You'll receive an email 30 days before the upgrade with more details.

Review the new services: Familiarize yourself with AI Expert’s expanded automation, optimization, and insight capabilities. See the service description.

Access support through your AI success specialist: Ongoing expert support is available to help you maximize value from the new plan and guide your AI-powered transformation.

If you have questions or concerns about the transition or need tailored assistance, reach out to your Zendesk account team.

For general assistance, contact Zendesk Customer Support.