Adding agent seats to your subscription

Fastpath: Admin Center > Billing > Subscription

If you've filled all available agent seats in your Zendesk account, you can add more agents by purchasing additional agent seats. To help you proactively manage your account, Zendesk will notify you when you've used up all available agent seats and direct you on how to purchase more.

You can purchase agent seats from the Subscription page in Admin Center. For some accounts, you can also purchase more seats when you add agent user profiles. If neither of these options are available, you can use a simple request form to contact your sales representative directly and purchase additional agent seats.

The purchasing methods you can use depends on your subscription type. For more information, refer to Who can purchase?

This article includes the following topics:

• Purchasing agent seats from the Subscription page
• Adding agents on-the-fly
• Adding agent seats [Video]

Purchasing agent seats from the Subscription page

To help you manage agent subscriptions and payments for your Zendesk products, use the Subscriptions page in Admin Center to view all available plan subscriptions (including temporary agent subscriptions). You must be a Zendesk account owner to purchase agent seats. The procedure for adding agent seats varies depending on whether you have a self-service account or a Zendesk-managed account.

Adding agent seats for sales-assisted accounts

Customers with Zendesk sales-assisted (managed) accounts who have Support, Guide, Chat, Talk, Explore, Sell, or Add-on products can use the Subscription page to purchase agent seats.

To update agent seats

1. Click the Zendesk Products icon () in the top bar, then select Admin Center.
2. Click the Billing icon () in Admin Center, then click Subscription.
3. Click Manage.

   A Manage Subscription page appears.This page shows the number of agent seats available for each Zendesk product you have in your account.

   If you don't see a Manage button on the Subscription page, then you don't have permission to make changes. Instead, contact your sales representative or contact Zendesk Customer Support to make changes to your account. See Who can purchase? for details.

4. Add the number of agents seats you need, then click Process order.

   

Updating agent seats for self-service accounts

Customers with self-service accounts can add agent seats from the Subscription page. You can also use this process to remove agent seats. Some products, such as Support Suite and Sales Suite, require the same number of agent seats for each product in the Suite.

If you're removing seats that agents are currently using, make sure you follow best practices for removing agents first. Otherwise, if your account has more agents than your subscription allows, your most recently added agents will be downgraded to end users.

If you're removing agents seats in Legacy Sell account, see Adding and removing Sell licenses.

To update agent seats

1. Click the Zendesk Products icon () in the top bar, then select Admin Center.
2. Click the Billing icon () in Admin Center, then click Subscription.
3. Click Manage.

   A Manage Subscription page appears. This page shows the number of agent seats available for each Zendesk product you have in your account.

4. Update the number of agent seats you need by editing the Seats field.

   

5. Click Update subscription.

Adding agents on-the-fly

For some accounts, if you add more agents than your subscription allows, you have the option to add agent seats when you add agent user profiles.

To add agent seats on-the-fly while adding agent user profiles

1. On a ticket, hover over the +Add tab, then select User.

   

   Depending on your type of account, you will see one of the following:

   • A dialog box to purchase more agents.
   • A form to request more agents. This request will be sent directly to your sales representative and a service order will be created on your behalf.
   • A link to the subscription page to purchase more agents.
2. Follow the on-screen prompts to add more agent seats.
   Note: If you're not able to use the steps above, contact your sales representative or Zendesk Customer Support.

Adding agent seats [Video]

Watch the following video for an overview of this process:

How do I increase agent seats? (0:29)