Is the account owner included in the number of agents paid for?

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14 Comments

  • Keith Elliston

    This is a very bad policy for startups... I am the account owner for billing and continuity purposes, but do not provide any customer support.  Yet, I am charged for this empty support agent seat.  Very unfair and unfriendly.

     

    K.

    4
  • Cindy Ward

    This appears to have been a problem for years and years. I found a 2014 thread that discussed this very same issue. I'm chiming in on this thread because it is the latest thread I found. I also need to be the owner because I'm the IT Director and I need to create/manage the agents but I am NOT an agent because I don't respond to any of the customer issues.

    1
  • Andrew M

    We have the same situation. On a related note, does the Account Owner have to have the same add-ons at the exact same subscription level as regular agents? Eg all regular agents plus the account owner on the Professional Plan and only the regular agents have the Guide Add-on - NOT the account owner?

    1
  • Sofian Mourabit

    Have the same issue our account owner doesn't do any customer service but we still pay a seat for him.

    Is there any way to downgrade him so he only has access to the billing section?

     

     

    1
  • Mike Hatfield

    My miss! I had the unassigned condition as unassigned is blank, so I changed it to ticket type is new.

    Still learning and tried the search in Support to get the easy answer. The fact that the owner seat cannot be edited shut me down and I stopped thinking I guess! 

    Thanks again!

     

    0
  • Mike Hatfield

    Still one remaining issue. The email address for the account owner seat. When the account was setup, the Owner was the woman that set it up as it was something new we were trying. She is an administrative assistant and used the Support email address we already had set up to activate the account. Without the ability to change the email address as the owner seat isn't editable, the agent that uses the seat has to check two email accounts, their work email and the support email. The other issue is that our Support email address that was used to set up Zendesk is getting emails everytime the agent using the seat gets a ticket, and there are several people that monitor that email. 

    How do I fix this? 

     

    0
  • Jessie Schutz

    Hey Mike!

    It sounds like there's some goofy stuff going on here.

    Firstly, the owner's user profile can be edited just like any other user profile; the only difference is that the owner themselves are the only ones who can do it, which means that you'll need the person who originally set it up to make those changes. In addition, you can change the ownership on your account. You can find out to do that here.

    As far as who all are getting emails for new tickets and ticket updates, those are controlled through your triggers.

    Hopefully all that will set you on the right path!

    0
  • Mike Hatfield

    At the least it should be able to be used as a regular agent seat if we have to pay for it! As is you can only use it to view and do admin. This is what I call a nail in the coffin for deciding what app to use or decide to develop our own. What say you Zendesk?

     

    0
  • Nicole - Community Manager

    Hey Mike -

    The owner/admin CAN also be used as a regular agent. I'm not sure where you're seeing that they can only view and do administrative things; perhaps there are some settings we can help you with?

    0
  • Mike Hatfield

    There may be! I tried using it as an agent and was unable to keep the tickets under the seat from staying in the unassigned folder. If it can be used the same as all other agent seats that would be great! I will look on my end to see why this was the case as I am new to this role, but would also appreciate any and all help.

    Thanks!

    0
  • Jessie Schutz

    Hi Sofian!

    I'm afraid that it's not possible to do that. Sorry to be the bearer of bad news.

    -1
  • Nicole - Community Manager

    Thanks for sharing that use case, Cindy. That's a helpful detail. 

    -1
  • Patrick Bosmans

    Hello Andrew,

    Account level subscriptions are set for all agents on the account.  If you subscribe to Guide Professional, and have 9 regular agent and 1 owner, you would have 10 agents seats on your Guide Professional subscription.

    I hope that helps!

    -1
  • Nicole - Community Manager

    Thanks for the feedback, Keith. I'll pass it along. 

    -2

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