I'm trying to check out with my subscription, but I am being charged for more agent seats and products than I want.
If your account or trial is on the Support Suite, this means you will have Support, Guide, Talk, and Chat included in your subscription. You can adjust the agent count, plan level, and products to adjust your price.
Adjusting agent count:
The Zendesk products are priced per agent seat. To fit your company's needs and budget, you can have different numbers of agents for different products, but there are some restrictions. You can pick whatever number of agents you would like for the Support product to start. The agent count for other products are based on the number of agents you pick for Support as follows:
- The number of agents you have for Guide must match the number you have for Support (no more and no less).
- The number of agents you have or Talk must not exceed the number of agents you have for Support. You may have fewer Talk agents than Support agents. See more in this article: Talk billing FAQ
- The number of agents you have for Chat is independent and can be equal to, greater than, or less than the number of agents you have for Support.
Adjusting plan level:
Zendesk product are priced at different levels based on which plan level you choose for that product. Again, you can select a different plan level for each product depending on your company needs. If for example you will need increased functionality for the Chat product, but do not intend to use the Guide product much, you can have a high plan level for chat, but the baseline plan level for Guide.
You can read about the different plan levels available for each product in this article: What products, features, plan levels, apps, and add-ons does Zendesk offer?
Adding or removing products:
If you do not want the Talk, Chat, or Guide products, you can reduce the plan level to "Lite", which is free with the Suite. This way you will still have those products but will not be paying for them.
If you want an account that has only the Chat product and does not have Support, you will need to create a chat-only trial and transition that account to a paid plan. See more in this article: How do I sign up for Chat, without having to also have a Zendesk Support account?