For billing and subscription management, Zendesk supports two types of accounts that allow you to make changes from the Subscription page in Admin Center. For details on the changes you can make for each account type, see Subscription changes available in Admin Center.
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Sales-assisted accounts: With sales-assisted accounts, most billing and
subscription changes are managed by Zendesk, with a few important exceptions.
- Sales-assisted accounts that are fully managed by Zendesk are called managed accounts. You can’t make changes to this type of account without contacting a sales representative or Zendesk Customer Support. Changes are not available from the Subscription page in Admin Center.
- Eligible sales-assisted accounts, called online-assisted accounts, allow you to make some, but not all, changes using the Subscription page in Admin Center. You can add agent seats, buy additional products, and upgrade your plan type, but you can't downgrade your plan type or cancel products.
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Self-service accounts: With self-service accounts, customers can fully manage their own billing and subscription changes for eligible products and features without requiring help from Zendesk.
Any user with admin permissions can view their account subscription to see what Zendesk products are included in their account, but you must be the account owner or a billing admin to make subscription changes. Non-billing admins on sales-assisted accounts can request subscription changes.
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Subscription changes available in Admin Center
The following table show subscription changes you can make with managed accounts, eligible sales-assisted accounts, called online-assisted accounts, and self-service accounts.
| Feature | Managed accounts | Online-assisted accounts | Self-service accounts |
|---|---|---|---|
| Add agent seats | No | Yes | Yes |
| Remove agent seats | No | No | Yes |
| Add available products and add-ons | No | Yes | Yes |
| Remove products | No | No | Yes |
| Upgrade existing plans | No | Yes | Yes |
| Downgrade existing plans | No | No | Yes |
| Change the billing cycle | No | No | Yes |
| Change the payment type | No | No | Yes |
| Manage invoices | No | No | Yes |
| Cancel the account | No | No | Yes |
| Create billing admins to help manage billing and subscriptions | No | Yes | Yes |
| Allow non-billing admins to submit subscription requests | No | Yes | No |
What type of account do I have?
The Zendesk billing interface is designed to help you through the account management process by only showing subscription options that are available to your account.
You can view your subscription to see what type of account you have. The subscription page shows your current plan subscription, including the Zendesk products you have purchased, the product plan type, and the number of agent seats.
To see your account type
- In Admin Center, click
Account in the sidebar, then select Billing > Subscription. - Click Manage.
If you don’t see a Manage button at the top of the subscription page, you have a special, managed account. You can’t make any changes to this account without contacting a sales representative or Zendesk Customer Support .
If you have an eligible sales-assisted account, you can add agents, upgrade plans, and buy additional products, but you can't make other subscription changes like changing the billing cycle. See Subscription changes available in Admin Center.
If you have a self-service account, you’ll see that you can add agents, upgrade plans, buy additional products, in addition to other changes. For a complete list, see Subscription changes available in Admin Center.
