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. To view the number of active seats on your account, visit the Team members page.
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 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?
74 comments
Josh Ridgway
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!
0
Kevin Cross
We are stuck in the same boat.
No ability to reduce our subscription and our support ticket is not being answered.
This is making our management team question the cost of using Zendesk compared to alternatives used within our sister companies that do not have these problems.
1
Jorge
Thank you for reaching out.
I'm sorry to hear about the difficulties you're experiencing with your subscription and support tickets. This is certainly not the experience we want for our valued customers.
I'll be reaching out to you to provide further assistance in making sure you concerns are addressed promptly?
Regards,
-1
David Draxl-Pieber
This is intentional. And barely legal.
Told Zendesk in January 2024 to reduce the count and Zendesk just closed the ticket, without doing anything. Asked 3 more times, no change.
Then suddenly the wrong count has been billed. I had to run 1 (!) MONTH after the corrected bill and refund now. But still the total agent count in our instance is wrong.
For future I will just remove the credit card information before the new period is billed.
1
Marianne H
hey David Draxl-Pieber we tried that. Just got warnings and then locked out until we updated the CC information. They still did not contact us. Took 6 months to rectify.
2
Lex Yang
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.
1
DTovar
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.
0
Mark Edwards
tried - this - it says contact support - really bad UX when you can increase without a problem
1
Andrew Bone
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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Andrew Bone
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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Luxo Living
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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Mohammed Abukaisar
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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Info
We’re encountering difficulties trying to reduce our seats, and it seems there’s no clear or efficient workflow to handle this process. It’s surprising that a company specializing in Customer Service software lacks adequate support for its customers.
This is a time-sensitive issue, and I need immediate assistance to resolve it. Please advise on the next steps
1
Marianne H
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?
0