How can I update my Support subscription? Follow

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7 comments

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    Keiran Munn

    Is it possible to upgrade just one agent on the account to a higher subscription level?

  • Avatar
    Nicole - Community Manager

    Hi Kieran - 

    Thanks for your question. The subscription is done at an account level, so individual agents cannot have different subscription levels. 

    What are you trying to accomplish? We may be able to offer some other suggestions for you. 

  • Avatar
    Keiran Munn

    Hi Nicole, 

     

    Apologies for the delay. 

     

    I manage a team of 6 people and we use the support package on a daily basis and have done for just over a year and we love it!

    I'm keen to see behind the data we have now accumulated and I'm aware you get greater access to business insights and analytics at higher subscription levels. However, this is the sort of information that would be useful to me rather than my whole team and we can't justify upgrading all the agents on the account just so I get access. 

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    Hannah

    I would be interested in a similar feature where only one or two agents have Guide Pro so that they can have the advanced reporting features. Does this then give those two agents the ability to create an internal knowledge base between the two of them? I am not sure how the other upgraded features work if the whole team isn't upgraded at the same time. 

    Thank you!

  • Avatar
    Nicole - Community Manager

    Hi Kieran and Hannah - 

    Plan types are set at the account level, not the agent level. Unfortunately, there is no way to have different agents at your company have different subscription levels. 

  • Avatar
    Winrose Muthee

    I would also be interested in a similar feature where the agents and supervisor/manager are in different plans. It will allow me to get accounts for the 7 agents at a lower plan and the team leads to be in a higher plan for reporting and performance monitoring.

  • Avatar
    Jessie - Community Manager

    Thanks for sharing you feedback, Winrose!

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