This article describes how admins who don’t have billing permission can request subscription changes. You must have an eligible, sales-assisted account to make these requests.
This article contains the following sections:
About subscription requests
Admins who are not the account owner or a billing admin can request subscription changes to sales-assisted accounts. For sales-assisted accounts that allow subscription changes, admins can request subscription changes to:
Admins make changes as part of managing subscriptions and the request is made available to the account owner or billing admin for approval. Admins cannot make subscription requests to manage payments or invoices.
Creating subscription requests
Support admins in eligible accounts can request subscription changes as part of managing subscriptions. You can only submit one request at a time.
To request a subscription change
In Admin Center, click the Account icon ()
in the sidebar, then select Billing > Subscription.
A summary of your current plan subscription appears. It shows the Zendesk products purchased for the account, the product plan type, and the number of agent seats.
- Click Manage.
A Subscription change request page appears.
- Make subscription changes as desired.
For example, you can increase the number of agent seats. For details see Buying Zendesk products and add-ons. As you make changes, the Summary automatically updates to show the changes you have made.Note: When the account owner or billing admin makes subscription changes, the summary includes an Update subscription button. When an admin without billing permission makes this change, the summary includes a Submit request button.
- When you’ve finished making changes, click Submit request.
After you submit a request, the account owner or billing admin can review your request and approve or reject it. When you make a requrest, an automated email sent to the account owner, but Zendesk recommends that you notify the account owner or billing admin to let them know a request is pending.
- To check the status of your request, click the Requests tab on the Subscription
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
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!
I have contacted Zendesk several times since Nov 2022, but no response, please help
Can you share what you need help with? Perhaps I can assist on my end?
Thanks in advance!
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.
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 :)
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
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?
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!
I still haven't received any contact from Zendesk?
May I know why?
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!
Please sign in to leave a comment.