Question
How do I remove unused agent seats from my subscription, or downgrade the number of agent seats I'm paying for?
Answer
If you have an unused agent seat on your account that you no longer use, you can remove it from your subscription. You must be the account owner to make these changes.
Warning: Before removing agent seats from your account, make sure the seats are empty so you do not lose tickets or other data. For more information, see the article: Best practices for removing agents.
Customers with Zendesk sales-assisted (managed) accounts may need to contact their account representative to make this change.
For self-service customers to make this change
- Follow the instructions to purchase agent seats.
- Update the number of agent seats you need by editing the Seats field.
Reduce the number of seats as well as add them.
These changes will probably not go into effect until your next billing cycle. For more information, see the article: Why did my subscription change not go into effect immediately?
4 Comments
We did the above steps but the subscription was not update. Our account executive told us that we had to give 30 days notice! It is an abusive rule!!!
In my case I cannot even decrease the number. It is telling me to contact support and when I do so they refer me to their finance team. It is like scum. You can increase and pay but not decrease.
Same here; we cannot reduce and the contact support team hasn't replied in 26 days! Meanwhile we keep paying for unused seats.
Thanks for bringing this to our attention and I thank you for your patience on the matter. It looks like your AE responded to your ticket about 30 minutes ago and is actively working to get this issue resolved.
Feel free to respond to that ticket if you have any additional questions or concerns.
Cheers!
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