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

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17 Comments

  • Reine Berg

    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 Saunders
    Zendesk Community Team

    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

    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 Saunders
    Zendesk Community Team

    Thanks for the feedback, Richard. We'll share it with our pricing team.

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  • Fiona MacCool

    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 Bowser
    Zendesk Community Team

    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

    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

    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 Bowser
    Zendesk Community Team

    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

    Sorry for interrupting, But isnt this "off topic"?

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  • Fiona MacCool

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

     

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  • Brett Bowser
    Zendesk Community Team

    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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  • LiveTiles

    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.

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  • Nicole Saunders
    Zendesk Community Team

    Thank you for providing that feedback, Daniel. We will share it with the team that manages pricing and packaging of our products. 

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  • George Manning

    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. 

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  • Přö Pĥä

    My account is closed, please check

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  • Katie Dougherty
    Zendesk Community Team

    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!

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