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.
Who presses the button
On a managed account, which is what you have if you buy Zendesk through us, the change itself runs through us rather than from your Subscription page. Everything below still applies unchanged; you tell us instead of clicking, and the consequences are the same.
Going up
Features appear. Nothing is rebuilt, no data moves, and your existing configuration keeps working exactly as it did. The new capabilities are 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, and the one that does not happen when you press the button. A downgrade started mid-cycle is scheduled for your next renewal date rather than applied at once, so the account you are looking at is not the account you will have.
Zendesk does warn you. Choose a plan that costs you features and a confirmation message lists what you are about to lose, with an email afterwards recording the change. What is quiet is everything after that moment: the message names the features, not the views, triggers and reports you built on top of them.
- 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 nearly always longer than the price difference suggests.
Timing
Upgrades take effect when you make them and are charged for the remainder of your term. Reductions generally wait for renewal, so the saving does not start when you decide.
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