Requesting subscription changes

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10 Comments

  • DMS Careline

    Hi, may I change the plan from Support to Suite? I've subscribe the Support - Professional plan, but actually what my company need is Suite - Team plan

    -1
  • Dainne Lucena
    Zendesk Customer Care

    Hi DMS Careline team!

    I've gone ahead & created a ticket on behalf of your request since we would be requiring information about your subdomain.

    Please keep an eye out for our team's update!

    Best regards!

    0
  • Alvin Leung

    I have contacted Zendesk several times since Nov 2022, but no response, please help

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Alvin,
     
    Can you share what you need help with? Perhaps I can assist on my end? 
     
    Thanks in advance!
    0
  • Alvin Leung

    Hi Brett

    Thank you for your reply. 

    Since we are planning to migrate our existing Zendesk platform to a new Zendesk platform, I sent an inquiry to Zendesk for asking the details procedure on  21 Nov, 2022. 

    We haven't received the follow up email from Zendesk until now, even I ask for the follow up on 1 Dec and 12  Dec. 

    Since our subscription will be expired on 31 Dec, I'm afraid Zendesk will say we have to apply for the downgrade or change before 1 month subscription end.

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Alvin,

    Are you looking for instructions on migrating your content over? If so, your best option would be to use the API if you have the developer resources available. You can also look into 3rd party integrations within our App Marketplace to see if there's something that can automate this. One app that I was able to track down is the Help Desk Migration app. If you have any questions regarding the app you'll want to contact the developers directly using the contact information on their app page.

    If you're looking to cancel your old account, you can use the steps mentioned in this article. As long as you cancel your account before the next billing cycle you won't be charged and you should also have the ability to decrease the agents on the account.
     
    If you do run into any issues altering your account please let me know and I can try to point you in the right direction :) 
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  • Alvin Leung

    Thank you Brett. 

    Now I understand I can migrate the content by the method you mentioned. 

    Actually, I'm planning to migrate the helpdesk by the below steps

    1. decrease the number of agents in the old helpdesk
    2. increase the number of agents in the new helpdesk
    3. migrate the content of the Support ticket and the article in Guide to the new helpdesk

    As Zendesk does not allow me to decrease the number of agents since it required us to decrease the number of agents 30 days before the contract renews, I cannot achieve steps 1 and 2. 

    But I raised our request on 21 Nov, 2022, the above issues were caused by the late reply from Zendesk, it's not fair to us. 

    Would you please advise if we can decrease the number of agents now?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Alvin,

    I unfortunately can't speak to your last question so I'm reaching out internally to our Sales team so they can follow up with you in your ticket you have open with us. I'll inform them that you've reached out prior to your billing cycle but did not receive a response to us. Thanks for bringing this to our attention and I'll keep you posted if I have any other information to share!
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  • Alvin Leung

    I still haven't received any contact from Zendesk? 

    May I know why?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Alvin,
     
    Sorry to hear you haven't received a response! I double checked and it looks like your ticket is assigned over to our Sales department so they will follow up with you soon. 
     
    Appreciate you bringing this to our attention!
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