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.
