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About Zendesk account types for billing and subscription management



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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Dear Zendesk,

I am writing to address an issue regarding the transition of our account from an online assisted account to a self-service account. Regrettably, I have encountered difficulty in obtaining clarity on the specific criteria that must be met for this transition to occur smoothly. This article doesn't include the requirements either. Despite reaching out to your esteemed helpdesk for assistance, I have been met with responses that have left much to be desired. It is disheartening to be informed that information regarding the requirements for the change "cannot be disclosed", thereby hindering our ability to align our account with the requirements necessary for a transition to a self-service account.

This lack of transparency has cast a shadow of doubt and frustration upon our interactions with your esteemed service. As a valued client, we expect a level of clarity and assistance commensurate with the quality of service that Zendesk is renowned for providing. We rely on your expertise and support to navigate such transitions effectively and efficiently.

I kindly urge you to reconsider your approach and provide us with comprehensive guidance on the steps and prerequisites involved in transitioning our account to a self-service model. Clear communication and transparent processes are integral to fostering a mutually beneficial partnership between our organizations.

Thank you for your attention to this matter, and I eagerly await your prompt and constructive response.

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Lisa Kelly

Zendesk Documentation Team

Hi Cheyenne
The criteria varies depending on payment method, annual ARR, plan type, customer history, etc. I recommend contacting your Zendeks account representative or Zendesk Sales to discuss this matter further. 

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