Upgrading legacy plans to Zendesk Suite

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Billing &gt; Subscription</span>
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<p class="p" dir="ltr">This article describes how <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">self-service
and assisted-online
customers</a> can upgrade from a Support or Support Suite legacy plan
to the Zendesk Suite.</p>
<div class="p">This article includes these sections:<ul class="ul" id="topic-1__ul_gk5_rdk_spb">
<li class="li"><a class="xref" href="#topic_zjz_pdw_zgb">About upgrading legacy plans</a></li>
<li class="li"><a class="xref" href="#topic_xtw_3kw_zgb">Upgrading your legacy plan</a></li>
<li class="li"><a class="xref" href="#topic_pql_mrx_nqb">About feature loss</a></li>
</ul>
</div>
<p class="p"><strong class="ph b">Related articles</strong>:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_qbn_yck_spb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839355034" target="_blank">Buying Zendesk products</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838041370" target="_blank">Welcome to the Zendesk Suite</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zjz_pdw_zgb">
<h2 class="title topictitle2" id="ariaid-title2">About upgrading legacy plans</h2>
<div class="body">
<p class="p" dir="ltr">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. </p>
<div class="p" dir="ltr">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: <ul class="ul" id="topic_zjz_pdw_zgb__ul_glg_p3l_xpb">
<li class="li">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.</li>
<li class="li"> If you have a sales-assisted account with a legacy
plan,
you can’t upgrade through the shopping cart.</li>
</ul>
If you have a legacy plan that you can’t upgrade through the shopping cart, contact
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to upgrade. </div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xtw_3kw_zgb">
<h2 class="title topictitle2" id="ariaid-title3">Upgrading your legacy plan</h2>
<div class="body">
<p class="p" dir="ltr">You must be the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634" target="_blank">account owner</a> or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">billing admin</a> to upgrade.</p>
<p class="p"><strong class="ph b">To upgrade your legacy plan</strong></p>
<ol class="ol" id="topic_xtw_3kw_zgb__ol_qcy_zdk_spb">
<li class="li">In
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Admin Center</a>, click the <strong class="ph b">Account</strong> icon (<img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">)
in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span>
</li>
<li class="li">Click <strong class="ph b">Manage</strong> to make changes to your subscription. <p class="p">You’ll see a New icon
(<img class="image" id="topic_xtw_3kw_zgb__image_c3l_pgk_spb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_legacy_upgrade_new_icon.png">) on the <strong class="ph b">More products</strong> tab.</p>
</li>
<li class="li">Click <strong class="ph b">More
products</strong>.<p class="p" dir="ltr">This tab includes an option to upgrade to Zendesk Suite for your
account.</p>
<p class="p"><img class="image" id="topic_xtw_3kw_zgb__image_obd_p4k_spb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_legacy_upgrade_recommended2.png" width="600"></p>
<p class="p">If you don’t see a Zendesk Suite option in
<strong class="ph b">More products</strong>, your account is not eligible for a self-service upgrade to
Zendesk Suite.</p>
</li>
<li class="li">To learn more, click <strong class="ph b">See details</strong>.<p class="p">A page appears with a detailed description of
Zendesk Suite.</p>
<p class="p"><img class="image" id="topic_xtw_3kw_zgb__image_nrm_jpb_bqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/legacy_upgrade_details.png" width="600"></p>
</li>
<li class="li">To pick a Suite plan, click <strong class="ph b">Choose plan</strong>.<p class="p" dir="ltr">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.</p>
<p class="p"><img class="image" id="topic_xtw_3kw_zgb__image_hs5_fpk_spb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_legacy_upgrade_choose_plan.png" width="600"></p>
</li>
<li class="li">To compare plans, click <strong class="ph b">Compare plans</strong> to see comparison of features for each
plan.<p class="p"><img class="image" id="topic_xtw_3kw_zgb__image_jpy_2rb_bqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/legacy_upgrade_compare_plans.png" width="600"></p>
</li>
<li class="li">You can pick the suggested default plan or select another plan from the <strong class="ph b">Plan</strong>
menu. <p class="p"><img class="image" id="topic_xtw_3kw_zgb__image_cmb_npb_bqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/legacy_upgrade_plan_menu.png" width="600"></p>
<p class="p">If
you select a plan that is not the default and would cause you to lose features, a
warning appears before you
purchase.</p>
<p class="p"><img class="image" id="topic_xtw_3kw_zgb__image_prj_spk_spb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_legacy_upgrade_warning4.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">See details</strong> for more information about which features you will lose. See
<a class="xref" href="#topic_pql_mrx_nqb">About feature loss</a> for some examples of messages you may
see. <p class="p">If you aren't happy with the feature loss, you can pick another plan.</p>
</li>
<li class="li">When you’ve decided on which plan to purchase, click <strong class="ph b">Update subscription</strong>. <p class="p">If
you selected a plan that will cause you to lose features, a message appears asking you
to confirm the
changes. You can
<strong class="ph b">Cancel</strong> or <strong class="ph b">Confirm</strong> the subscription
changes.</p>
<p class="p"><img class="image" id="topic_xtw_3kw_zgb__image_h54_h4n_4qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_feature_loss_confirm.png" width="400"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_pql_mrx_nqb">
<h2 class="title topictitle2" id="ariaid-title4">About feature loss</h2>
<div class="body">
<p class="p" dir="ltr">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. </p>
<div class="note note">
<span class="notetitle">Note:</span> Self-service customers can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674#topic_zwj_5cb_ynb" target="_blank">downgrade</a> their plans, but assisted-online customers
cannot.</div>
<p class="p" dir="ltr">Here are some examples:</p>
<ul class="ul" id="topic_pql_mrx_nqb__ul_wzf_vrx_nqb">
<li class="li">In this example, downgrading your plan type will impact some of your limits for Answer
Bot resolutions, light agents, and more.<p class="p"><img class="image" id="topic_pql_mrx_nqb__image_nrl_ssx_nqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_feature_loss_add_ons3.png" width="400"></p>
</li>
<li class="li">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.<p class="p"><img class="image" id="topic_pql_mrx_nqb__image_z4f_rtx_nqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_feature_loss_dependent_agents2.png" width="400"></p>
</li>
</ul>
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