Why was I charged for my unused agent seats? Can I get a prorated refund for the time the seat was empty?
Zendesk charges for the number of agent seats on your subscription, whether those seats are filled or not. For example, if you select a six-seat subscription, but only add five agents to your account, your charge is for six seats.
When you remove or downgrade an agent in Support, the agent seat does not get automatically removed from your subscription. This must be done manually as described in this article: How can I add or remove agent seats on my account?
Zendesk does not offer refunds for unused agent seats. For more information, see our Master Subscription Agreement.