Question
How can I update my Support subscription to change plans, change billing frequency, add products, or add and remove agents?
Answer
Only the account owner will have access to manage the subscription settings. For detailed instructions on how to update your plan subscriptions, visit Changing plan subscriptions.
Note: A plan downgrade can only be executed 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. The system does not render these changes before the renewal date. For more information see: Why did my subscription change not go into effect immediately?
18 Comments
Is it possible to upgrade just one agent on the account to a higher subscription level?
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.
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.
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!
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.
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.
Thanks for sharing you feedback, Winrose!
I have a question about adding/removing agents when it comes to the Annual Subscription.
How does this billing work when we add/remove agents after already paying the annual bill? Is there a prorated credit/debit to the account?
Thank you. :)
Hi Matt!
We can't give information specific to your account in the Community, so exact prices and stuff are off the table. But we can tell you that if you add an agent seat in the middle of a billing cycle, that seat becomes available immediately and you're charged the pro-rated amount to cover that agent for the rest of the billing cycle.
If you remove an agent seat in the middle of a billing cycle, the agent seat remains available for the remainder of the billing cycle and is removed when the billing cycle resets. This means that there's no pro-rated credit.
This applies regardless of whether you're on a monthly or annual subscription. I hope that helps! Let us know if you have any other questions.
Perfect Jessie! That answers my question exactly. :)
Hello! When updating my `Support` account (we're trying out ZenDesk and only using it internally at first) with additional users, the `Guide` subscription continues to switch into "Professional," dramatically increasing our amount due while not adding any value which we are currently seeking. Please halp?
Hello Willow!
Thanks for your question about subscription changes; let's see if we can't confirm a few things.
It sounds like your experience is that when you navigate to admin > settings > subscription > manage, changing a value for the number of agent seats for your support product changes the value in your Guide subscription level.
I attempted to recreate this myself and did not have the same thing happen. Changes made to the number of seats reflected pricing adjustments but did not affect change in the Guide subscription.
Making a subscription adjustment should only affect the field you're altering, but it's always a good idea to confirm that every field on the screen reflects your desired specifications.
If it's the case that you have a use case that reproduces when you try and make your plan adjustments, please submit a ticket so that we can troubleshoot the issue further while keeping your subscription information confidential.
Hopefully this proves helpful! Again, reach out in a ticket if you require further assistance on this one!
Hello, I was wondering what will happen if I upgrade the plan and decrease the agent count at the same time? (the total billing amount increase)
Hi Joy -
That's going to depend what plan you're on, what you're upgrading to, and how many agents you're dealing with. Your best bet is going to be to talk to someone on our sales team, which you can access via the chat widget on the pricing page.
Hi - we have a professional account for 1 agent for support and guide. I want to add another agent just to guide but the only way i seem to be able to do this is to pay for an additional agent for support as well, which we don't need. Is there a way around this?
Thanks
Hey MavSocial,
Support and Guide agent count is tied together so if you want to add an additional agent to Guide you'd also need to add an additional agent to your Support account.
There is the Collaboration add-on which will give you access to the Light-Agents feature who can then add and edit articles and posts in knowledge base sections and community topics where agents have permission. However, this is only available on Guide Enterprise so you'd also need to upgrade your Guide subscription on top of purchasing the add-on.
Let me know if you have any other questions.
I would also be interested in a similar feature where the agents and manager are in different plans. It will allow me to get accounts for the 6 agents at a lower plan and the manager to be in a higher plan for reporting and performance monitoring. Hope to see this feature soon!
Hi Liviu -
We've shared your feedback with the pricing and packaging team.
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