Plan requirement
| Subscription | Any plan |
| Access | Admin |
What happens to your data, and the two exports to do before anything is switched off, because afterwards it gets much harder.
Before anything else
- Export your data. Tickets, users, organisations. Once the account closes, exporting needs a temporary reactivation and has to happen within 90 days of the cancellation date.
- Export your help centre content, including the theme, if you have written articles worth keeping.
Both take time to prepare. Start them well before any date you have agreed.
Redirect the email first
Customers will keep writing to your support address for months. Decide where those messages go before the account stops accepting them, or they disappear silently.
Tell customers
If your help centre is public, it will stop being available. Anything you have linked from your website, from product emails or from invoices needs a new destination.
Only the owner can do it
Cancellation sits with the account owner, and never with an ordinary admin. If the owner has left, that has to be resolved first, and that is not a same-day process.
On a managed account, which is what you have if you buy Zendesk through us, the owner does not cancel from the Subscription page either. It runs through us, and the ownership question still matters because we need the owner's confirmation.
Pausing is not always available
Whether an account can be paused rather than cancelled depends on your agreement. Worth asking before assuming there is a middle option.
Talk to us first
Contact pluscloud support before starting. Often what looks like a reason to cancel is a plan that no longer fits, and that has a smaller answer. If cancelling is genuinely right, we will make sure nothing is lost on the way out.
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