Is the account owner included in the number of agents paid for?

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  • Gorazd Kozmus

    Dear Zendesk Support,

    Has this issue been resolved in the meantime? We, too, are of the opinion that the owner of the account should not be counted towards the total agent limit as the account is only used for administration and not actual ticket resolving.

  • Devan La Spisa
    Zendesk Community Manager

    Hello @...,

    I understand that this seems to be a less than optimal experience impacting you on an account level. I can indeed pass this along to our product team, but I would also recommend sharing this in our product feedback forums so our devs can consider how this is impacting you for future changes. 

    Best regards. 

  • Tim (Non-techie CEO)

    I would agree this is a less than optimal experience. As the business owner I manage the subscriptions and pay all the bills. But as a non-techie in a tech business, I'm paying for something that I don't use. In my instance we are an SME badly impacted by COVID, and this is effectively been a 100% premium on a product we've not really been using for the last 2 years as we've had to hibernate our business. It's now become a significant number in our run rate.

  • Dave Dyson
    Hi everyone,
    There's a thread in our product feedback forums on this, so I'd definitely recommend upvoting it and adding your use case here: Billing admin / Owner as light agent
    That said Tim, in the meantime, since your business is in hibernation, perhaps there may be channels such as Talk or Chat that you're paying for that you could let got until you're able to return to normal business?

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