Viewing and managing plan subscriptions

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12 Comments

  • Izumi Kobayashi

    Hello, can someone help me delete my subscription? 

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  • Dave Dyson
    Zendesk Community Manager

    Hi IZUMI!

    It looks like might have reached the wrong company! Zendesk makes software for other companies to organize their customer support processes. We provide the software to them, but we don't support the products or services they provide to you.

    However, if you do have a Zendesk account that you want to cancel, here's how to do that: How do I cancel my account?

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  • Jack Yumulu

    Hello,

    OMG I increased the Support Plan to 24 Agents a few minutes ago and didn't notice that it automatically increases the Gather Plan as well.  Why would the system do that!  We don't want gather and now we'll be charged for something we don't want.  

    More so, where is the option to remove Gather?  Please fix ASAP so we do not get charged.

    See below;

     

    1
  • Suporte

    Same problem from Jack Yumulu, we want to increase support licenses, but we don't need gather. Is there a way to increase only support account whitout contracting Gather?

    1
  • Cheeny Aban
    Zendesk Customer Care

    Hi Jack,

    I highly suggest that you contact us and verify your plan information with our Finance Team. Further, you can check Disabling your Help Center community to disable your Zendesk Gather.

     

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Suporte,

    If you have an Account Executive, you may reach out to him directly to process the update, if none, you may also contact us and arrange the same with our Sales Team

     

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  • Jack Yumulu

    Hi Cheeny, thanks, however since I was in a panic 5 days ago when I posted my query, I did end up contacting your Finance team and thankfully got it sorted. They did mention it's a once off fee reversal.  I just can't believe the system auto updates a feature that we did not select  (meaning $$) and then doesn't allow you to decrease/remove licence from the same settings area. 

    Also that page for Disabling Help Center community ^ states that the plan is for Professional onwards.. however we have the basic Team plan so Gather shouldn't even be an option for us?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Jack

    I'm glad that the issue has been resolved with our Finance Team. The product availability would depend on your current plan. I suggest that you reply back to your previous ticket with Finance so they can provide you a breakdown of your current subscription and the available upgrade and downgrades.

     

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  • Megan Lannigan

    I want to cancel my account. please cancel with immediate effect. I've been on your system for 30 minutes and it's sending me round in circles

     

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Megan, 
    I cannot cancel your account, but I created a ticket for you. To cancel your account Contact Zendesk Support and refer to Request #6871449
    Lisa

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  • Megan Lannigan

    That doesn't help at all

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  • Dave Dyson
    Zendesk Community Manager

    Hi Megan,

    I see that someone's responded to your ticket, and I can also understand that this can be a frustrating experience. I can assure you that if it sounds like we're making it difficult to cancel your account, that's only because we take account security very seriously. But I might be able to help clarify some things to speed this process along.

    Your Account Owner is the person who can cancel your account. Out of all the Admins you may have on an account, only one is designated the Account Owner. By default, it's the person who set up the account originally (as defined by the email address they entered when they set up the account), but the account owner has the option to transfer ownership to another Admin on the account later.

    Here's how to find out who your account owner is: Who is the owner of my account?. When that person logs in to your Zendesk account, they (and only they) will have access to the Billing features that allow them to cancel your subscription.

    The account owner can transfer ownership to another Admin on the account, but if the account owner is no longer available, we provide a process to allow account ownership to be transferred to someone else: How do I update the owner of my Support account?

    I truly hope that helps.

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