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. You can purchase agents from the subscription page on your account, or for some accounts, while adding 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 agents.

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
• Video: Adding agent seats
• Who can purchase?

Purchasing agent seats from the subscription page

To help you manage agent subscriptions and payments for your Zendesk products, use the subscriptions page to view all available plan subscriptions (including temporary agent subscriptions).

You must be a Zendesk account owner to purchase agent seats from the subscription page. 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 Zendesk-managed accounts

Customers with Zendesk-assisted accounts who have Support, Guide, Explore, Talk, Chat, or Add-on products can use the subscription page to purchase agent seats. You can also use this process to reduce agent seats.

To add 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 Add agents.
4. Click Process order.

   If you don’t see an Add agent button, contact your sales representative or email [e-mail] to make changes to your account.

Adding agent seats for self-service accounts

Customers with self-service accounts can purchase agent seats from the subscription page. You can also use this process to reduce agent seats.

To add 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.
4. Add agent updates to your shopping cart.

   

5. Click Proceed to checkout.

Adding agents on-the-fly

For some accounts, you will have the option to add agents when adding 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 send a ticket to our customer service team at [e-mail].

Video: Adding agent seats

Watch the following video for an overview of this process:

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

Who can purchase?

You must be an account owner to purchase agent seats or add products to your subscription.

• Customers with self-service accounts can purchase agent seats from the subscription page. They can also buy new products, extending subscription times, or change their billing cycle.
• Customers with Zendesk-assisted accounts who have Support, Guide, Explore, Talk, Chat, or Add-ons can use the Subscription page to purchase agent seats.
• Self-service customers with the Phase 4 version of Zendesk Chat can purchase seats from the subscription page, but they cannot Add agents on the fly. See Determining your Zendesk Chat account version.
• Customers with Sunshine accounts can add additional seats from the subscription page.
  • For Enterprise customers, Sunshine is included at no extra cost. Sunshine supports up to 1 million custom objects.
  • For Enterprise customers who need a larger number of custom objects (up to 100 million), Sunshine Select is available for purchase at an additional cost. To add Sunshine Select to your account, contact your Zendesk sales representative.
• Customers with any type of account can use a simple request form to contact their sales representative directly and purchase additional agents.