Plan requirement
| Subscription | Any plan |
| Access | Admin |
An upgrade takes effect immediately and changes nothing you have built. A downgrade is the direction that needs planning.
Going up
Features appear. Nothing is rebuilt, no data moves, and your existing configuration keeps working exactly as it did. The new capabilities are simply available, switched off until you set them up.
That last point matters: upgrading does not improve anything by itself. Buying Growth for the service level agreements and then not defining any leaves you paying more for the same operation.
Trying before committing
Zendesk lets you trial a higher plan or a feature. Use it, and use it on something real. A trial where nobody configures anything tells you nothing about whether the level is worth it.
Going down
The direction that needs care. Features you built on stop working, and the failure is quiet rather than loud.
- Custom roles revert, and everyone gets a standard role.
- Extra ticket forms stop being available.
- Service level agreements stop being applied.
- Views and triggers built on features you lose stop matching, without warning.
Nothing is deleted, but a great deal stops happening. Before a downgrade, list what you use from the level you are leaving. That list is almost always longer than people expect.
Timing
Upgrades take effect when you make them and are charged for the remainder of your term. Reductions generally wait for renewal, which is worth knowing when you plan a change: the saving does not start when you decide.
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