Question
Is it possible to purchase varying license types for agents within the same account? For instance, can agents be split between Professional & Team level licenses?
Answer
No - our plan levels reflect access to functionality that is account-wide, not user-specific. For that reason, any plan upgrades will apply to all users.
17 Comments
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.
Hi Reine,
Thank you for your feedback. We've shared it with the team that handles pricing and packaging for our products.
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.
Thanks for the feedback, Richard. We'll share it with our pricing team.
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.
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!
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.
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.
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 :)
Sorry for interrupting, But isnt this "off topic"?
Sorry - no one associated with support will answer me and this was the closest thread I could find.
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!
Its very disappointing that you cannot mix license types in a tenant. We have gone with the enterprise suite license but now we want to add a bunch of chat licenses. We have to do this at the enterprise suite rate even though they will never use the functionality, which is cost prohibitive. Its not feasible to use a different tenant. As such we will probably just move that feature to another platform so Zendesk misses out on the extra revenue. If I had known this when procurring Zendesk I would have probably gone elsewhere or chosen a different licensing model.
Thank you for providing that feedback, Daniel. We will share it with the team that manages pricing and packaging of our products.
Our outsourced IT is "using up" an agent license for on board and off board employees. Per company policy, I and backup for this. This means 1/2 our our 4-user cost is wasted employee account management. We use nearly 50 Web applications, and only Zendesk charges us a license just to administer our account. As a small non-profit we manage our costs carefully and ask Zendesk to support us.
My account is closed, please check
Hi Přö Pĥä,
I created a ticket on your behalf with our Zendesk Customer Support Team. Please check your inbox for an email from our team. Looking forward to helping you resolve any issues with your account!
Please sign in to leave a comment.