The Zendesk theme deadline: what happens on each date for v1, v2 and v3 themes

Zendesk is ending support for the older Templating API versions that Help Center themes run on. Themes on v4, which includes the current Copenhagen, are not affected. If you are not sure which one you have, the next section takes five minutes.

Check which version your theme uses

Every theme has a manifest.json file. It holds the theme's settings and a line called api_version.

1. In Guide, click Customize design in the sidebar.
2. On each theme in the list, open its options menu and choose Download. You get a zip file.
3. Unzip it, open manifest.json in any text editor and find api_version.

4 means you are on v4 and need to do nothing. 1, 2 or 3 means the theme is affected. Check every theme in the list, not only the live one. Zendesk describes the download in its import and download article. Downloading needs the Knowledge admin role and access to the theme's code.

If the theme came from a vendor and you cannot download it, ask them. Zendesk tells Marketplace theme owners to ask their vendor for a v4-ready version.

The dates and what to do on each

The dates come from Zendesk's announcement, checked on October 9, 2026. Zendesk's developer notes for v3 list August 3, 2027 as its end of life. The announcement says July 31. Plan for the earlier date.

September 14, 2026

Importing v1, v2 and v3 themes is blocked for new accounts.

What to do: Nothing changes on an existing account. If you plan a new account or a new brand, build it on v4. Do not rely on moving an old theme into it.

November 25, 2026

Zendesk launches the ZCLI upgrade tool for custom-coded themes.

What to do: If you have a developer, this is the start of your upgrade window. Zendesk says documentation for the tool will follow.

March 1, 2027

The in-product upgrade tool launches. Importing v1, v2 and v3 themes is blocked for all accounts.

What to do: Download a copy of every theme before this date. After it, you cannot import an old theme back, so a backup zip of a v3 theme stops being restorable.

July 31, 2027

Remaining legacy themes are upgraded to v4 by Zendesk, and v1, v2 and v3 are removed.

What to do: Be on v4 and tested before this date. An upgrade done by Zendesk is not a test of your customizations.

Which route fits you

• Developer on your team, custom-coded theme: use the ZCLI tool when it ships, then test. The v4 migration guide lists what breaks and a checklist.
• No developer, light changes: wait for the in-product tool on March 1, 2027. Zendesk says it upgrades in a few clicks and still needs a manual check, so plan the time to look at every page.
• Vendor theme: ask the vendor for a v4 version, and ask for the date.
• Few customizations worth keeping: skip the upgrade. Start from a v4 theme and set colors, fonts and logo in the Settings panel. That is often less work than moving old code.

What happens if you do nothing

On July 31, 2027, Zendesk upgrades any remaining legacy theme to v4. Zendesk does the upgrade, but it does not know your customizations, so a theme with custom code is where the risk is. The changes that hit custom themes are in Zendesk's upgrade notes: the new request page is rebuilt, the document head needs new scripts and the home page loses some section properties. You would find out after the fact, on the live Help Center.

What an upgrade involves

If your theme is custom-coded and you do the work yourself, it comes down to the same few steps. Zendesk lists them in its upgrade notes.

• Set api_version to 4 in manifest.json.
• Copy Copenhagen's assets folder into your theme.
• Update document_head.hbs with the scripts and import map from Copenhagen.
• Rebuild the new request page from Copenhagen, then re-apply your changes on top of it.
• Remove home page code that read articles from sections.

You can test a theme before you publish it. Zendesk's command-line tool, ZCLI, can preview a theme from your computer, and Guide keeps unpublished themes in your list. Use one of those instead of the live Help Center.

Common questions

Is Copenhagen affected?

The current Copenhagen is on v4. A copy of Copenhagen that you added years ago and then edited may still be on an older version. Check the manifest instead of assuming.

Do I have several brands?

Check the themes of each brand. A second Help Center that nobody has touched in a while is the one most likely to be forgotten.

Can I keep a v3 theme as a backup?

You can keep the zip file, but after March 1, 2027 you cannot import it into any account. Treat it as a reference for your customizations, not as a way back.

Does a v4 theme need work later?

Not for this deadline. v4 is the version Zendesk is moving everyone to. A custom theme still needs normal upkeep as Copenhagen changes.

A simple plan

1. This month: check the version of every theme and write it down.
2. Before March 1, 2027: download a backup of each theme you want to keep.
3. Between November 2026 and spring 2027: upgrade, or move to a v4 theme. Test on an unpublished copy.
4. Test as a visitor and as a signed-in user: search, an article, the request form with an attachment, and the request list.
5. Publish, and keep the old copy until you are sure.

Not affiliated with Zendesk. Dates can change, so check Zendesk's announcement before you plan around them.