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How can I update my subscription?



Edited Mar 13, 2024


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Hi!
I bought a package from your support service for $ 120 per year. I want to upgrade my chat package as it is not enough. In the payment section, the $ 120 part for the support package is again added to the price. Will it be charged again when I buy a chat package? Can you give information about this subject? I need an urgent package.

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Brett Bowser

Zendesk Community Manager

He Cengizhan,

You'll only be charged the difference when upgrading your Chat plan. The amount you see for the Support package is just the yearly charge being shown but you shouldn't be charged again for Support.

I hope this clears up any confusion!

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Hi 

I need help.

We are about to merge two accounts together. 

We have one account with an enterprise subscription paid yearly and another account with 15 teams licenses paid monthly. Now I do need 5 enterprise licenses billed yearly. How can I handle this? I already tried to call you and also left a mail. 

Please help me out here, as the merge should happen on April 1st. 

Thank you

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Brett Bowser

Zendesk Community Manager

Hey Support Team,

It looks like we now have an open ticket with you regarding your billing questions which has now been assigned over to your account manager. They will follow up with you soon to get this taken care of. 
 
Cheers!

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Hi Brett Bowser

 

I reached out to support to modify our license count after being complimentary upgraded to a new plan but now I am being told we can't reduce our license count without loosing the pricing for the plan which we were grandfathered into.

In the email notice to our team we were advised that as long as we kept the plan there wouldn't be any change to the billing. Modifying the license count doesn't change our plan, and certainly it seems a bit odd that we can't optimize our user count for agents.

I am communicating with the finance team, you can find my ticket on this matter via my user on support, but ultimately I would like to make sure we can keep our pricing in line with what was communicated to us.

We aren't changing the plan, but not being able to modify user licenses seems a bit ridiculous considering that would mean we can't even add users to our plan for fear of breaking the agreement.

I would appreciate if you can escalate this for me as I have been given conflicting information from support and finance, and to be fair I just want to ensure we can continue using Zendesk for years to come and as a legacy user which Zendesk also noted thanking us for being loyal customers it seems a bit odd to be hit with this type of policy that doesn't even exist on the official communications when our plan was upgraded as part of a process to streamline pricing plans.

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Brett Bowser

Zendesk Community Manager

Hey Erik,

Appreciate you following up here and I will do whatever I can to assist on my end. I was able to track down the ticket you referenced and it looks like they were able to respond back to you yesterday (shortly after you created this post from what I can tell). 

I'd recommend replying back to their email so they can get your questions answered. If there's anything else I can help with here please let me know :) 

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Ivan Miquiabas

Zendesk Customer Care

Hi jawad Khan,
 
Thanks for reaching out! Can you confirm what specific help you need in updating the account? If you are referring to updating any of your current subscription follow the steps below: 
 
You can update your credit card details and billing information, as well as view and download recent invoices in Admin Center. However, if you have a legacy account, you can update this in Settings > Upgrade > Billing.
 

Updating your Zendesk Sell subscription
 

All changes to your Zendesk Sell subscription are made in Admin Center > Account > Billing > Subscription. Click Manage to update your subscription.
 
If you're downgrading your subscription, your new subscription plan will take effect after your current billing period ends. If you're upgrading your subscription, your new subscription plan will take effect immediately, and you'll be issued a pro-rated charge for the rest of your current billing cycle.

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I’m writing to express my deep frustration regarding my company’s subscription issues. I’ve been a loyal Zendesk customer for nearly a decade. However, recent experiences have pushed me to seriously reconsider our partnership.

For the past several months, my team and I have been trying to adjust our subscription, reducing the number of agents as we have restructured our support team. The matter remains unresolved despite numerous emails and attempts to downgrade and reassign users. Your team's responses have been inconsistent and unhelpful, resulting in a constant back-and-forth that has lasted for months.

This lack of progress is completely unacceptable. We’ve tried everything on our end, from making users “light users” to reassigning tickets, yet our requests have fallen on deaf ears. This ongoing debacle has not only been a waste of our time, but it also speaks volumes about Zendesk's customer service quality.

This runaround has gone on far too long, and I refuse to let it drag on any further.

I expect a response and, more importantly, a resolution within the week. If not, my company will terminate its relationship with Zendesk.


 

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