Can I purchase different plan licenses for different agents within the same Support account?

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12 Comments

  • Reine Berg
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    In this way I think you loose some upgrades.

    Ea.I would love to have reports, but not all in the staff needs this, only me as Admin.

    Portal issues, Client's love having the ability to check and update tickets, It's shouldn't be necessary to make the upgrade for all agents since they doesn't work in the portal, the answers will apear anyway.

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  • Nicole - Community Manager
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    Hi Reine,

    Thank you for your feedback. We've shared it with the team that handles pricing and packaging for our products.

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  • Richard Meyer
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    Yes, this makes a big difference in pricing for us.  If we were able to have different plans on the same account our price would be much lower.  A difference of about $4000 per year.  With your pricing structure, it is going to be much harder for me to sell this to my leadership. 

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  • Nicole - Community Manager
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    Thanks for the feedback, Richard. We'll share it with our pricing team.

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  • Fiona MacCool
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    I added a second operator to our account hoping to be able to both be on during our scheduled hours to help with the volume of users but your system won't let me log in with the credentials from the second account. I just get a browser message "Zendesk is not enabled" and no other links or explanations.

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  • Brett - Community Manager
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    Hey Fiona,

    Are you trying to have this second user log into Chat? Or are you attempting to log into the Support account only? 

    If you navigate to subdomain.zendesk.com/access/logout followed by subdomain.zendesk.com/access/normal are you able to get to the agent interface from there? You'll want to replace subdomain with your account's subdomain when navigating to that URL.

    Let me know!

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  • Fiona MacCool
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    Thanks Brett - I tried that and it did log me out but it didn't accept a password that I know is correct associated with the second account/profile I created.

     

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  • Fiona MacCool
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    Then, when I try that, I get a page saying that Zendesk is not enabled for you. I added a second operator in the billing/subscription area but only see one enabled in my account and there is no option to enable it so I am lost.

     

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  • Brett - Community Manager
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    Hey Fiona,

    Can you try searching for the user profile you created within your agent interface using the email address you set up? Once you've opened their profile you'll want to make sure the Chat toggle is enabled. More information on viewing a users profile here: Adding and managing end users

    Once Chat has been toggled on for that user, log out of your account and try logging in as the second user again.

    Let me know if that doesn't resolve the issue for you :)

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  • Reine Berg
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    Sorry for interrupting, But isnt this "off topic"?

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  • Fiona MacCool
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    Sorry - no one associated with support will answer me and this was the closest thread I could find.

     

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  • Brett - Community Manager
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    Hey Reine,

    While this may not be related to the topic above, we're happy to help our users anywhere we can :) 

    I understand where you're coming from though since you're most likely receiving email notifications as this topic is updated with comments. 

    If you'd no longer like to receive email notifications when this particular post is updated you can select the Unfollow button at the top.

    For those who have similar questions to Fiona, you can actually create a post in our Support Troubleshooting and Q&A topic.

    Let me know if you have any questions!

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