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How do I reduce the number of agent seats on my subscription?



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Elissa Tikalsky

Zendesk Digital Resources Team

Edited Aug 21, 2024


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74 comments

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Brett Bowser

Zendesk Community Manager

Hey AlMoahal,
 
Unfortunately this isn't something that we can help with here in the community so I would recommend following up with your account manager in the ticket you have open with them. It looks like they did respond to you in that ticket so if you just want to reply back to that email they should be able to answer any additional questions you may have. 
 
Apologies for not being able provide more assistance here.

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I am also having this problem. 

I have had 5 different tickets to try and reduce my seats. I have been trying to reduce our MONTHLY subscription since November. I have talked with account representatives, chat agents, and regular tickets. Everybody says something will happen and nothing ever does. I have already been overcharged for December (I gave more than 30 days' notice on this reduction) and it looks like I am about to be overcharged for January. 

Reading all the other comments on this thread, all having the same issue, I am also having to agree that this does "seem fishy". 

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Brett Bowser

Zendesk Community Manager

Hey Mitchell,
 
It looks like you have a ticket open with us and they are now working on getting your account adjusted. Appreciate you bringing this to our attention and apologies for any frustration this has caused you. 

Let us know if there's anything else I can help with in the meantime!

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The UI now states that to reduce agent licenses I need to contact support, so this article would appear to be out of date.

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Issue Still Here: Unfair Cancellation Rule for Yearly Plan

Hey everyone, we're on a yearly plan that ends in [October 2023], and on 6 April 2023, we accidentally bought two more license seats than we need. We just want to cancel and get a refund.

Zendesk's account manager informed us of the current policy, which requires canceling 30 days before the plan ends. However, this doesn't seem fair for us yearly subscribers, as it makes us lose over 6 months of fees. We're asking Zendesk to cancel the extra seats and give us a refund. Any help or advice from the community and company reps would be great. Thanks!

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Don't waste your time. Mine has been "pending" account manager response for more than a year, and I've been following up regularly with screenshots. It seems they are purposely avoiding any reductions or cancellations. Just cancel your credit card to stop this.

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Hello Allyssa,
 
I've gone ahead and created a ticket on your behalf as well so we can look into this further.
 
Appreciate you bringing this to our attention!

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Brett Bowser - seems like you're the one to get things done around here. Can you get some attention on my ticket? I just opened it, but I don't want this to leak into the next billing cycle. Thanks in advance.

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Brett Bowser Elissa Tikalsky - any chance you can help me with this today? This is exactly what folks are talking about. Ticket opened/wanting to reduce licenses before next billing cycle -- no response from Zendesk. Please handle this.

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I created ticket few days back to reduce our agent count and some questions regarding existing tickets and KB articles of agents that we plan to remove. No response yet. Trying to reduce agent count shows message that we need contact support. But support never repond

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Brett Bowser

Zendesk Community Manager

Michael Simpson - appreciate the kind words! I'm going to create a ticket on your behalf and escalate this to our dedicated team that will work with you to get your plan adjusted.

Pam Johnson, Paul, and Ttaylor same as the above. I'll be creating tickets for you so we can dig into this further and follow up with the appropriate teams to make sure you're all taken care of on your end.

You'll each receive an email shortly stating your ticket has been created so feel free to share any additional information you have there. 

Stephen Wilson I believe I responded to you in another thread and double checked on the ticket I opened for you. It looks like you got a response yesterday and we are currently processing the refund for those overcharges. Apologies for the inconvenience and thank you so much for bringing this to our attention!. 

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Thank you, Brett Bowser!  It's under one of my co-worker's name, since he's the billing admin.  The ticket # is 11846748.

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Having the same issue gettimng unneededAgent accounts removed. used to be able to do it via the admin pages - but not any longer. Have been round teh houses of support staff, renewals team and account manager. very frustrating. also being charged for customer lists that we dont use!  Feels like very poor service

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Brett Bowser, were you able to locate the ticket?  Any updates?

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I am also trying to downgrade my seat count.  Funny how it works fine to increase the count.  Can you open an issue for me and get sales to contact me please?

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Having an issue getting my request to reduce our # of licenses fulfilled. Please escalate my ticket #12217945.

Thanks

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Brett Bowser

Zendesk Community Manager

Hey Bill,
 
Thanks for following up here. I bumped the priority of your ticket and can confirm that it's assigned to the appropriate team to assist further.
 
Appreciate your patience while we look into this for you!

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Thanks Brett Bowser!

I'd like to note though that there was a communication regarding the upcoming price changes (I think an email we received in early 2023 mentioned a 20% increase across the board), which didn't really raise any concerns for us, since we had a price guarantee in writing. But in our case it was 471%...

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Mike DR

Zendesk Customer Care

Hi David!
 
Thank you for sharing your feedback, I also see you have been assisted by our sales team on the ticket you opened. I'll give them a tap in case you need extra help for your request.

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Trying to reduce the seats, but still no answer from support or sales.

Brett Bowser

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Thanks

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We are also having the same issue unanswered request to reduce seats for both suite and sell but no acknowledgment or action on the ticket created 6 May 24 - ticket ID 12578813, any Zendesk staff here that could assist/escalate would be appreciated. 

It's disappointing there is a such a difference to the attentiveness we received when we wanted to upgrade our Zendesk product to suite, now we require support adjusting our product there seems to be no action or support. A simple email saying we have your request in hand and will have it actioned within x days would help alleviate some of the issues.

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For completeness; We have had our issue resolved! Thanks to the teams for helping our small business make these changes!


 

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We never received a renewal notice and when we reach out to ask about reducing seats on next term, were just told that we need to send 30 days notice before the renewal date? We were able to upgrade seats in the middle of our current term. 

 

This is not a good practice. 

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Hello Lex,
 
I hope you're doing well! My name is Diana, and I'm thrilled to be part of Zendesk's Customer Service team. I wanted to reach out to you regarding the MSA terms handled here in Zendesk.
 
After some investigation, I discovered a related ticket to this situation 12795612, which is already being looked into by our renewals teams. I will merge this ticket with the existing one and make sure that your concerns are communicated to them. Please be assured that we are dedicated to finding the best resolution for your case.
 
If you have any questions, comments, or concerns along the way, please feel free to share them with me so we can address them promptly. I'm excited about our partnership and look forward to assisting you further.

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tried - this - it says contact support - really bad UX when you can increase without a problem

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We tried to reduce the number of seats in May, but were told to review the MSA. We could increase the number of seats with no issues. 

Our renewal date is coming up, so I tried again to reduce the number of seats by 1 again. Was told this was to be requested greater than 30 days from renewal and was referred to the MSA again!. And ticket closed.

We have not received any notification of account renewal so only found out by chance that the renewal date was coming up.

My account says I am not The Account Manager so cannot make changes. However my details clearly state I am the Account Manager. Cannot get a hold of the Zendesk Account Manager for our contract to review.

This should be a nice straight forward process. 

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Raised another ticket to get this looked at. The ticket I raised yesterday was closed with no update. Might make the Resolving Agent stats look like they are busy closing tickets - but nothing getting fixed! So customers not happy.

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Its Nov 2024 and we cant still reduce Agent seats on our Own. Support Alexis redirected me here as She said I can remove seats by following this guide. But after following this guide properly, I cant still reduce our Agent seats. Support should really know if the guide they are providing is actually helpful and working. Now i need to wait to for our Account Executive with no idea how long i should wait. 

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Hello, 
We are experiencing issues adjusting our seats (downsizing) and switching to monthly billing for our Support and Sell subscriptions. I was put in touch with someone from the Renewals team, but this person is no longer responsive. We need immediate assistance please. Many thanks.

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I've sent an email asking to reduce the number of seats as we are blocked from self-reducing.  We can increase but not decrease.

Has the email been answered?  No.

Is anyone still working at Zendesk?

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