Upgrading legacy plans to Zendesk Suite




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Support

Team, Professional, or Enterprise








Location: Admin Center > Account > Billing > Subscription


This article describes how self-service
and assisted-online
customers can upgrade from a Support or Support Suite legacy plan
to the Zendesk Suite.
This article includes these sections:
About upgrading legacy plans
Upgrading your legacy plan
About feature loss


Related articles:


Buying Zendesk products
Welcome to the Zendesk Suite




About upgrading legacy plans

Accounts created before Feb 1, 2021 are considered Zendesk legacy plans. If you
have a self-service or
assisted-online account with a Support legacy plan or a Support Suite
legacy plan, you may be able to use the shopping cart to upgrade your plan to Zendesk Suite
and take advantage of the latest Zendesk Suite pricing and features.
The instructions in this article apply to legacy
plans
that are eligible to upgrade. Not all legacy customers can upgrade through the shopping
cart. Here are some examples:
If you have a legacy self-service Support plan in combination with other Zendesk
products or add-ons that aren’t part of a Suite, you can't upgrade through the shopping
cart.
If you have a sales-assisted account with a legacy
plan,
you can’t upgrade through the shopping cart.

If you have a legacy plan that you can’t upgrade through the shopping cart, contact
Zendesk Customer Support to upgrade.



Upgrading your legacy plan

You must be the account owner or a billing admin to upgrade.
To upgrade your legacy plan

In
In Admin Center, click the Account icon ( )
in the sidebar, then select Billing > Subscription.

Click Manage to make changes to your subscription. You’ll see a New icon
( ) on the More products tab.

Click More
products. This tab includes an option to upgrade to Zendesk Suite for your
account.

If you don’t see a Zendesk Suite option in
More products, your account is not eligible for a self-service upgrade to
Zendesk Suite.

To learn more, click See details. A page appears with a detailed description of
Zendesk Suite.


To pick a Suite plan, click Choose plan. You'll see a suggested
default Zendesk Suite plan for your account. This default is based on the features you
have in your current plan. The default includes the lowest-price Suite plan available
that takes into account the features you need.


To compare plans, click Compare plans to see comparison of features for each
plan.

You can pick the suggested default plan or select another plan from the Plan
menu.
If
you select a plan that is not the default and would cause you to lose features, a
warning appears before you
purchase.


Click See details for more information about which features you will lose. See
About feature loss for some examples of messages you may
see. If you aren't happy with the feature loss, you can pick another plan.

When you’ve decided on which plan to purchase, click Update subscription. If
you selected a plan that will cause you to lose features, a message appears asking you
to confirm the
changes. You can
Cancel or Confirm the subscription
changes.






About feature loss

The messages you see for feature loss vary depending on your individual account
and the types of changes you are making. Messages can include: a list of features you will
lose when you downgrade a plan, the consequences of agent seat reduction, the loss of
product add-ons, the loss of dependent products, and more. The messages can also include
actions you should take before you downgrade.

Note: Self-service customers can downgrade their plans, but assisted-online customers
cannot.
Here are some examples:

In this example, downgrading your plan type will impact some of your limits for Answer
Bot resolutions, light agents, and more.

In this example, downgrading your plan type and reducing the number of agents will
result in feature loss and agent removal. The changes also apply to agents in your
dependent products.





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