Question
How can I update my Zendesk subscription to change plans, change billing frequency, add products, or add and remove agents?
Answer
Only the account owner has access to manage the subscription settings. For detailed instructions on updating your plan subscriptions, see the section: Changing plan subscriptions.
Note: You can only downgrade a plan upon renewal. If you are currently in the middle of a billing cycle, you may schedule a decrease in your agent count or downgrade your plan type to take effect on your next renewal date. However, the system only renders these changes after the renewal date. For more information, see the article: Why did my subscription change not go into effect immediately?
Tip: For existing accounts, try out a higher plan for 30 days prior to purchase from your Subscription page.
18 comments
Damon Remy
I’m writing to express my deep frustration regarding my company’s subscription issues. I’ve been a loyal Zendesk customer for nearly a decade. However, recent experiences have pushed me to seriously reconsider our partnership.
For the past several months, my team and I have been trying to adjust our subscription, reducing the number of agents as we have restructured our support team. The matter remains unresolved despite numerous emails and attempts to downgrade and reassign users. Your team's responses have been inconsistent and unhelpful, resulting in a constant back-and-forth that has lasted for months.
This lack of progress is completely unacceptable. We’ve tried everything on our end, from making users “light users” to reassigning tickets, yet our requests have fallen on deaf ears. This ongoing debacle has not only been a waste of our time, but it also speaks volumes about Zendesk's customer service quality.
This runaround has gone on far too long, and I refuse to let it drag on any further.
I expect a response and, more importantly, a resolution within the week. If not, my company will terminate its relationship with Zendesk.
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Ivan Miquiabas
Thanks for reaching out! Can you confirm what specific help you need in updating the account? If you are referring to updating any of your current subscription follow the steps below:
You can update your credit card details and billing information, as well as view and download recent invoices in Admin Center. However, if you have a legacy account, you can update this in Settings > Upgrade > Billing.
Updating your Zendesk Sell subscription
All changes to your Zendesk Sell subscription are made in Admin Center > Account > Billing > Subscription. Click Manage to update your subscription.If you're downgrading your subscription, your new subscription plan will take effect after your current billing period ends. If you're upgrading your subscription, your new subscription plan will take effect immediately, and you'll be issued a pro-rated charge for the rest of your current billing cycle.
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Stephan Ossowski
ich werde bezglich dieses Beitrags mal ein Ticket erstellen und möchte Sie bitten, Ihr Email-Postfach bzgl. einer Email von mir zu beobachten.
Liebe Grüsse,
Stephan
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Barbara Neu
Wo ändere ich die Einstellungen für die Ankündigungen per E-Mail? Ich sehe in meinem Support-Konto, dass ich 6 Abonnements habe, weiß aber nicht wie ich sie abstelle. Danke
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Brett Bowser
Hey Erik,
Appreciate you following up here and I will do whatever I can to assist on my end. I was able to track down the ticket you referenced and it looks like they were able to respond back to you yesterday (shortly after you created this post from what I can tell).
I'd recommend replying back to their email so they can get your questions answered. If there's anything else I can help with here please let me know :)
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Erik Christensen
Hi Brett Bowser,
I reached out to support to modify our license count after being complimentary upgraded to a new plan but now I am being told we can't reduce our license count without loosing the pricing for the plan which we were grandfathered into.
In the email notice to our team we were advised that as long as we kept the plan there wouldn't be any change to the billing. Modifying the license count doesn't change our plan, and certainly it seems a bit odd that we can't optimize our user count for agents.
I am communicating with the finance team, you can find my ticket on this matter via my user on support, but ultimately I would like to make sure we can keep our pricing in line with what was communicated to us.
We aren't changing the plan, but not being able to modify user licenses seems a bit ridiculous considering that would mean we can't even add users to our plan for fear of breaking the agreement.
I would appreciate if you can escalate this for me as I have been given conflicting information from support and finance, and to be fair I just want to ensure we can continue using Zendesk for years to come and as a legacy user which Zendesk also noted thanking us for being loyal customers it seems a bit odd to be hit with this type of policy that doesn't even exist on the official communications when our plan was upgraded as part of a process to streamline pricing plans.
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Brett Bowser
I'm still looking into this internally. I'm following up with your AE and will share more information as it becomes available.
Appreciate your patience!
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Jürgen Minten
Hi.
I received an invoice with no. INV09451727_463262_01192023 yesterday. Unfortunately, this was completely wrong.
I'm a bit worried now as I haven't received any support for almost 1 month to get my query resolved.
Maybe it's me who doesn't explain my request well. Here is my request again.
Until January 23rd, 2023 we work with 4 licenses. From January 24th, 2023 we would like to work with 7 licenses.
Please correct your offer from yesterday.
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Jürgen Minten
Hi.
I still haven't received any reply or solution. The support is not good in this case.
You are welcome to contact me or give me a call.
Since I couldn't wait any longer, I changed the licenses myself and assume that the price has not changed.
Please check the account and confirm the change. Then please send me a new invoice.
From January 24th over 7 licenses.
Many Thanks.
Regards
Jürgen Minten
j.minten@iseki.de
0049 (0)2159-5205-123
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Jürgen Minten
Dear.
I've been waiting for help since December 28th, 2022. I would like to point out that my existing licenses will expire next week.
I would like to continue working with 7 licenses from January 24th, 2023. How does this work?
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