How can I update my subscription?

Return to top


  • Cengizhan Patan

    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.

  • 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!

  • Support Team


    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

  • 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. 
  • Erik Christensen

    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.

  • 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 :) 


Please sign in to leave a comment.

Powered by Zendesk