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
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 or billing admin 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
- Click the Zendesk Products icon (
) in the top bar, then select Admin Center.
- Click the Billing icon (
) in Admin Center, then click Subscription.
- 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.
- 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
- Click the Zendesk Products icon (
) in the top bar, then select Admin Center.
- Click the Billing icon (
) in Admin Center, then click Subscription.
- 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.
- Update the number of agent seats you need by editing the Seats field.
- 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
- 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.
- 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)
16 Comments
None of the information provided matches the actual experience of adding an agent seat to the subscription.
Hi Mike!
The type of purchasing method you can use depends on your subscription type, so another section in the article should relate to your subscription type. We've added a note to make this more clear.
Have a great day!
Jessica
Hi , its outdated :
To add agent seats from the Subscription page
There is no Adjust Plan ... Its super confusing just to add one agent . We are not sure if we are upgrading our current billing or buying new . I have 4 Agents right now , I need one more , but its really not clear if I should Update subscription with 1 Agent or 5 Agent ? Maybe you do it in purpose idk ... but this is a mess, especially with all the upsell we dont need activated by default ...I mean you already have the customer , it should be way more simple and less aggressive , its just frustrating right now , can you guys fix that ? Thank you
Hi Mat! Sorry for the delayed response!
I see that you were able to get help with this in a ticket, and that you've added your agent seat. Let us know if you need anything else!
I have a doubt with this topic. We Currently have 3 license we need to add 1 more.
But my billing date is the 22, we are in the 4th of the month. How much will we get charge for the new agent?? the full month or 18 days of use until my next billing.
Hi Mayber!
If you add a new agent license prior to your billing date, you'll be charged the pro-rated amount for that license which covers from the date you add the license to your billing date. After that you'll be charged the normal amount each month.
This is impossible I need a seat now and I can not just buy one. I have tried everything nothing works.
@Support Team I'm going to generate a ticket on your behalf and pass over to our Customer Advocacy team so they can dig into this further. You'll receive a follow-up email stating your ticket has been generated. Feel free to reply back to that email you receiving with any additional information you can provide.
Thanks!
Does Zen Desk automatically send a welcome email to a new Administrator?
Video shows how to create but nothing on what happens and how they log in.
Why is your platform overly complicated and hard to use?
Hey Forrest,
Sorry to hear the platform is overly complicated for you :(
We're certainly here to help if you do have any questions or need any clarification on a certain feature.
When adding an agent/admin to the account they should receive a welcome email. If one of your admins did not receive this email can you confirm this was not delivered to their Spam folder in their Inbox?
I would also confirm you have Also send a welcome email when a new users is created by an agent or administrator enabled under Admin>Settings>Customers in the agent interface. Screenshot for you below:
If the agent still does not receive this email you can have them navigate to subdomain.zendesk.com/access/help to trigger a password reset email. You'll replace subdomain with the subdomain of your Support account.
Let me know if you run into any issues moving forward.
Thanks!
We have both support & guide enabled on our account, and we would like to add another agent only for the support, is there a way to do it ? if not - we will simply migrate the 'guide' away from zendesk - we dont want to pay double for a product that only a single agent uses.
Hi Yair,
There is a plan called Guide Lite that is no additional cost to your Support subscription that you could use. If you wanted to maintain a Guide Professional subscription you would need to have it for all the Support agents on the account. There's more about the feature levels for Guide Lite on our guide plan comparison page.
How much is it to add 1 agent? I tried using the GET HELP button but that was useless (I've never had a decent answer from it).
Where is the pricing page?
Hey there,
You can see our pricing here: Zendesk Pricing
Price will vary depending on your plan level. Let me know if there's anything else I can help with!
Hey there,
We use the Chat product by Zendesk (basic plan). We have 15 licenses we need to add 4 more.
But our billing date is May 2021, we have about 4th month for the next payment. How much will we get charge for the new agents if we correct the subscription plan now?? And we want to pay annually.
Thank you in advance.
Alexandra
Hey there,
If you're adding agents to your account then you will pay the difference for adding those 4 agents for the remainder of your billing cycle. You should also be able to set up whether you want to pay monthly or annually. The charge will depend on your plan level but your account manager can discuss that further with you if you're in contact with them :)
Let me know if you have any other questions!
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