Viewing and managing plan subscriptions

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28 Comments

  • Izumi Kobayashi

    Hello, can someone help me delete my subscription? 

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  • Dave Dyson

    Hi IZUMI!

    It looks like might have reached the wrong company! Zendesk makes software for other companies to organize their customer support processes. We provide the software to them, but we don't support the products or services they provide to you.

    However, if you do have a Zendesk account that you want to cancel, here's how to do that: How do I cancel my account?

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  • Jack Yumulu

    Hello,

    OMG I increased the Support Plan to 24 Agents a few minutes ago and didn't notice that it automatically increases the Gather Plan as well.  Why would the system do that!  We don't want gather and now we'll be charged for something we don't want.  

    More so, where is the option to remove Gather?  Please fix ASAP so we do not get charged.

    See below;

     

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  • Suporte

    Same problem from Jack Yumulu, we want to increase support licenses, but we don't need gather. Is there a way to increase only support account whitout contracting Gather?

    1
  • Cheeny Aban
    Zendesk Customer Care

    Hi Jack,

    I highly suggest that you contact us and verify your plan information with our Finance Team. Further, you can check Disabling your Help Center community to disable your Zendesk Gather.

     

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Suporte,

    If you have an Account Executive, you may reach out to him directly to process the update, if none, you may also contact us and arrange the same with our Sales Team

     

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  • Jack Yumulu

    Hi Cheeny, thanks, however since I was in a panic 5 days ago when I posted my query, I did end up contacting your Finance team and thankfully got it sorted. They did mention it's a once off fee reversal.  I just can't believe the system auto updates a feature that we did not select  (meaning $$) and then doesn't allow you to decrease/remove licence from the same settings area. 

    Also that page for Disabling Help Center community ^ states that the plan is for Professional onwards.. however we have the basic Team plan so Gather shouldn't even be an option for us?

    1
  • Cheeny Aban
    Zendesk Customer Care

    Hi Jack

    I'm glad that the issue has been resolved with our Finance Team. The product availability would depend on your current plan. I suggest that you reply back to your previous ticket with Finance so they can provide you a breakdown of your current subscription and the available upgrade and downgrades.

     

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  • Megan Lannigan

    I want to cancel my account. please cancel with immediate effect. I've been on your system for 30 minutes and it's sending me round in circles

     

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Megan, 
    I cannot cancel your account, but I created a ticket for you. To cancel your account Contact Zendesk Support and refer to Request #6871449
    Lisa

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  • Megan Lannigan

    That doesn't help at all

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  • Dave Dyson

    Hi Megan,

    I see that someone's responded to your ticket, and I can also understand that this can be a frustrating experience. I can assure you that if it sounds like we're making it difficult to cancel your account, that's only because we take account security very seriously. But I might be able to help clarify some things to speed this process along.

    Your Account Owner is the person who can cancel your account. Out of all the Admins you may have on an account, only one is designated the Account Owner. By default, it's the person who set up the account originally (as defined by the email address they entered when they set up the account), but the account owner has the option to transfer ownership to another Admin on the account later.

    Here's how to find out who your account owner is: Who is the owner of my account?. When that person logs in to your Zendesk account, they (and only they) will have access to the Billing features that allow them to cancel your subscription.

    The account owner can transfer ownership to another Admin on the account, but if the account owner is no longer available, we provide a process to allow account ownership to be transferred to someone else: Changing the account owner

    I truly hope that helps.

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  • Mohamad Abusaa

    Hi, we have an account with subscription  , we need to cancel the subscription, but we could not do it since the one who where managing it left the organization. what is the process of doing so ?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Mohamad
    You can Contact Zendesk Customer Support to help. you with your cancellation issue. 

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  • Suzi

    I would like to cancel my account and this website makes it impossible, very frustrating my experience with Zendesk from day 1 

    Please help me to cancel my account which has been a big waist of money because I never had the support to be able to use it

    1
  • Brett Bowser
    Zendesk Community Manager
    Hey Suzi,
     
    It looks like you created a ticket to have your account canceled and one of our agents followed up with you earlier this morning with instructions on how to do so.
     
    If you run into any issues canceling your account feel free to reply back to that email they sent you and they can assist further.
     
    Cheers!
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  • Suzi

    no, nobody got in touch with me, I had to speak with a. bot that kept sending me unhelpful links

    I would like to cancel it asap, Its been a very frustrating time from the start and all I need now is to cancel.

    1
  • Renate Johnson

    Hi Dave,

    The link inside your response is not working

    The account owner can transfer ownership to another Admin on the account, but if the account owner is no longer available, we provide a process to allow account ownership to be transferred to someone else: How do I update the owner of my Support account?

    I get 

    oops

    The page you were looking for doesn't exist

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Renate
    I fixed the link in Dave's comment. You can use this link for information on how to change the account owner: Changing the account owner

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  • Ivy Huebia

    Hello! Is there a way to pause a subscription instead of cancelling an account altogether? I have reached out to the assigned account executive for our team but got no response yet. Thanks.

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  • Sarah Teasdale

    I signed up for what I believed was a free trial of the basic package at £15 per person but have been Invoiced for suite @ £135 and billed in advance with no trial. 

    I would like to cancel this subscription - transfer to free trail - trying to find someone to speak/chat to about this is a nightmare and doesn't bode well for any future business relationship when support is required.

    When you click on the link to speak to your account executive this option comes up as not available.

    Can you please advise where I can speak to someone/chat to resolve this issue.

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  • Andres

    My original sales person flat out lied and said Sell would do what I wanted - which it does not. So he sold me 3 support lincenes, and the 1 sell license that I do not need. I've been trying to get that sell license closed for 5 months now, two seperate reps told me it would be removed but they are still chargemming me $50 a month for something I don't use, don't need and doesn't do what the sales person told me it would. 

    The hoops you need to jump through to, only to get ignored are just unbeliveable, especially for a company supposedly aimed at customer service.

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  • Rosie B.
    Zendesk Customer Care
    Hi Ivy, 
     
    Thank you for raising your concern on this and for patiently waiting. I can see that one of my colleagues sent you an email regarding this concern. Kindly monitor your email inbox and respond timely. 
     
    Thanks! 
     
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  • Andres

    Hi Rosie, I still don't see an email, are you sure your colleage sent something?

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  • Angela Emmons

    Do children tickets count as an additonal cost to a parent ticket or are we only charged for a parent ticket?

     

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Angela
    Zendesk doesn't charge by ticket. Provided your Zendesk plan supports side conversation child tickets, adding a child ticket does not increase your subscription price. 

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  • Fierce Nature

    Is there someone available to assist us in downgrading our subscriptions? I've been in conversation with an unhelpful bot, and Zendesk has been charging us unfairly. Despite having a ticket, there's still no support. The service has been poor and quite disappointing.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Fierce Nature, 

    It looks like our dedicated team replied back to you on 11/14 regarding this request. If you have any other questions regarding your account cancelation I would recommend replying back to your ticket you have open with them to discuss further (#12101545). We're rather limited on what we can assist with here in the Help Center so reaching back out via the existing ticket is your best option here.
     
    Hope this helps!
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