Zendesk has adopted an outcome-based pricing model, shifting from traditional usage-based or per-agent licensing to a structure that aligns costs with business results and customer experience outcomes. This change requires administrators and support leaders to reassess their current licensing arrangements and understand how their team's performance metrics now map to pricing tiers, potentially affecting budget planning and ROI calculations.
Fortunately we’ve never had to implement any kind of incident protocol for Zendesk outages because any service issues have been minor and short lived. I like to plan for worst case scenarios though, and was wondering if anyone in this group has created a backup plan for ticket creation in case of a
Zendesk's Adoption of Outcome-based Pricing Model Permira