For billing and subscription management, Zendesk supports two types of accounts that allow you to make changes. For details on the changes you can make for each account type, see Subscription changes available.
- Sales-assisted accounts: With sales-assisted accounts, most billing and subscription changes are managed by Zendesk, with a few important exceptions. Eligible sales-assisted accounts, called online-assisted accounts, can add agent seats, buy additional products, and upgrade their plan type.
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Self-service accounts: With self-service accounts, customers can manage their own billing and subscription changes for eligible products and features without requiring help from Zendesk.
Any user with admin permissions can view their account subscription to see what Zendesk products are included in their account, but you must be the account owner or a billing admin to make subscription changes. Non-billing admins on sales-assisted accounts can request subscription changes.
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Subscription changes available
The following table show subscription changes you can make with eligible sales-assisted accounts, called online-assisted accounts, and self-service accounts.
Feature | Online-assisted accounts | Self-service accounts |
---|---|---|
Add agents | Yes | Yes |
Remove agents | No | Yes |
Add available products (Guide, Explore, Collaboration, Productivity Pack) | Yes | Yes |
Add other eligible products that aren't listed above. | No | Yes |
Remove products | No | Yes |
Upgrade existing plans | Yes | Yes |
Downgrade existing plans | No | Yes |
Change the billing cycle | No | Yes |
Change the payment type | No | Yes |
Manage invoices | No | Yes |
Cancel the account | No | Yes |
Create billing admins to help manage billing and subscriptions | Yes | Yes |
Allow non-billing admins to submit subscription requests | Yes | No |
What type of account do I have?
The Zendesk billing interface is designed to help you through the account management process by only showing subscription options that are available to your account.
You can view your subscription to see what type of account you have. The subscription page shows your current plan subscription, including the Zendesk products you have purchased, the product plan type, and the number of agent seats.
To see your account type
- In Admin Center, click the Account icon () in the sidebar, then select Billing > Subscription.
- Click Manage.
If you don’t see a Manage button at the top of the subscription page, you have a special, managed account. You can’t make any changes to this account without contacting a sales representative or Zendesk Customer Support .
If you have an eligible sales-assisted account, you can add agents, upgrade plans, and buy additional products, but you can't make other subscription changes like changing the billing cycle. See Subscription changes available.
If you have a self-service account, you’ll see that you can add agents, upgrade plans, buy additional products, in addition to other changes. For a complete list, see Subscription changes available.
2 comments
Cheyenne Trommels - Oorebeek
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
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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