Buying Zendesk Suite

You have several options for buying Zendesk Suite:

• You can start a trial version of Zendesk Suite, then buy it.
• You can directly buy Zendesk Suite without going through a trial.
• You can upgrade your existing Zendesk account to include Zendesk Suite.

There are several versions of Zendesk Suite. Before you decide to buy, Zendesk recommends reviewing these options to see which version best fits your needs. See About Zendesk Suite plans.

This article includes these sections:

• Buying Zendesk Suite with a trial
• Buying Zendesk Suite without a trial
• Upgrading to Zendesk Suite
• About Suite agents and Chat contributors

Buying Zendesk Suite with a trial

Zendesk recommends trialing Zendesk Suite first before buying. A trial provides you with an onboarding wizard to help you get set up. The instructions in this section assume you don’t have an existing Zendesk account, if you already have one, see Upgrading to Zendesk Suite.

To start a Suite trial

1. On the Zendesk Suite web page, choose the plan you want to trial, then click Free trial.

   You can click through each plan type to see what features are included.

   

2. When you start your Free trial, follow the onscreen instructions provided by the trial registration and onboarding wizard.

   The wizard will help you set up your account and evaluate some of the main features in the Suite. For more information, see Introducing Suite trial tasks and Evaluating your Zendesk trial.

   When you’ve finished the evaluation, you’re ready to buy.

3. To buy Zendesk, click the Buy Zendesk button at the top of the wizard.

   

   If you have questions before you buy, click Chat now. You can also click See plans on the Learn more page of the trial tasks to help you discover which plan to buy.

   You will see a screen with three buying options.

   

4. Click See all plans to get a detailed description of each plan.

   

   For a full comparison of each plan, scroll down and click See full comparison.

5. Click the Subscription term toggle to select your billing cycle.

   

   You can pay an Annual fee for a substantial discount, or Monthly if you prefer.

6. Enter the number of agents to include in the plan.

   As you enter the subscription term and number of agents, the plan price is updated to show you the total cost for each plan type.

   

7. Select the plan you want to buy.

   You can buy the plan you used during the trial, or pick another plan.

   If you have any questions, click the Messaging button () to chat with a Zendesk representative.

   Note: If you prefer to purchase a more basic, Support-only plan, instead of a Zendesk Suite plan, click the Basic plans link.

   

8. Click Next.

   If available, you can also Customize your subscription before you purchase by adding other Zendesk products. Your choices for additional products vary depending on which plan you’re buying.

   For a basic, Support-only plan you can purchase options for adding a help center and for live chat and messaging.

   

   For Sunshine Conversations in a Zendesk Suite plan, you can purchase add-ons for additional Monthly Active Users (MAU) or additional Notifications. See About Zendesk Suite add-ons.

9. Enter your Payment information, then click Complete purchase.

   You can pay by Bank account (direct debit), Credit or debit card, or PayPal.

To manage your payment options later, including changing your payment method, see Managing payments. To view and manage your subscription after purchase, see Viewing and managing plan subscriptions.

Buying Zendesk Suite without a trial

If you are already familiar with Zendesk products and you don’t want to go through a trial, you can buy Zendesk Suite or Zendesk Support directly.

To buy without a trial

1. On the Zendesk Suite web page, locate the plan you want to buy and click Buy now.

   

   For more information about Zendesk Suite plans, see About Zendesk Suite plans.

   Note: If you prefer to buy Zendesk Support, instead of Zendesk Suite, locate the plan you want to buy on the Zendesk Support web page and click Buy now.
2. Enter your email address to create your account, then click Next.

   A payment page appears.

   

   If you need more time to consider a purchase, move your cursor away from the payment page and you'll see an option to chat with a Zendesk sales representative or start a free trial first before you buy.

3. On the payment page, verify the plan details.

   You can buy the plan you selected on the Zendesk web page or you can pick another plan from the plan menu in the Summary section. If you’re not sure which plan to pick, click View plan details.

   You can also select the number of agents to include in your plan and choose your billing cycle. You can pay annually for a substantial discount or monthly if you prefer.

4. Enter your Payment information, then click Complete purchase.

   You can pay by Bank account (direct debit), Credit or debit card, or PayPal.

5. When your purchase confirmation appears, click Add account details.

   

6. Enter your account details and click Submit.
7. Verify your email address.

   After you verify your email address, an onboarding wizard appears. Follow the onscreen instructions to learn more about your Zendesk account.

Upgrading to Zendesk Suite

You must be the account owner or a billing admin to upgrade your account. These instructions apply to self-service accounts only. If you have a sales-assisted account, contact Zendesk Customer Support to upgrade. If you have a legacy Zendesk Support or Support Suite plan, see Upgrading legacy products to Zendesk Suite.

Important: If you're upgrading to Zendesk Suite and you already have Chat-only agents in place, make sure that you understand how Zendesk Suite affects these agents before you upgrade. See About Suite agents and Chat contributors.

To upgrade to Zendesk Suite

1. In Admin Center, click Account in the sidebar, then select Billing > Subscription.
2. Click Manage to make changes to your subscription.

   A Zendesk Suite description appears. Click Compare plans to see details about each plan type.

   

3. When you're ready to upgrade, click Choose plan.
4. Select a Zendesk Suite Plan and enter the number of Agents to include in the plan.

   

5. In the Summary, click Update subscription.

About Suite agents and Chat contributors

Each agent you add to the Suite gives one person access to all of the products in the Suite (Support, Guide, Chat, and Talk). If you already have Chat contributors (formerly Chat-only agents) in place and are making changes to your subscription, make sure that you account for those agents when you decide how many seats you need to purchase.

If you already have Support and Chat, and then buy Zendesk Suite, the Contributor role is removed and no longer appears as one of the possible user roles. Contributors that are given a Suite seat convert to agents. Chat is enabled as part of their role. If you don’t purchase enough Suite seats, Contributors convert to end users (based on who was added last).

Here’s an example of how contributors are converted to new roles:

Situation

Company A has two Support agents (Anna and Bianca) and two Contributors (Carla and Dana). They buy three agents for the Suite.

Results

• Two Support agents (Anna, Bianca) receive Suite seats. Their role converts to agent.
• One contributor (Dana) does not receive a Suite seat. Her role converts to end user because she is the newest employee and agents are removed on a last-in-first-out basis when you did not buy enough seats.
• One contributor (Carla) receives a Suite seat. Her role converts to agent. Chat is enabled as part of her role.