If you've filled all available agent seats in your Zendesk account, you can add more agents by purchasing additional agent seats. To help you proactively manage your account, Zendesk will notify you when you've used up all available agent seats and direct you on how to purchase more.
You can purchase agent seats from the Subscription page in Admin Center. For some accounts, you can also purchase more seats when you add agent user profiles. If neither of these options are available, you can use a simple request form to contact your sales representative directly and purchase additional agent seats.
The purchasing methods you can use depends on your subscription type. For more information, refer to Who can purchase?
This article includes the following topics:
Purchasing agent seats from the Subscription page
To help you manage agent subscriptions and payments for your Zendesk products, use the Subscriptions page in Admin Center to view all available plan subscriptions.
The procedure for adding agent seats varies depending on whether you have a self-service account, a sales-assisted account, or a Zendesk-managed account. See About Zendesk account types for billing and subscription management.
You must be a Zendesk account owner or billing admin to purchase agent seats. In sales-assisted accounts, admins who are not the account owner or a billing admin can request a subscription change to add additional agent seats.
Adding agent seats for sales-assisted accounts
Customers with Zendesk sales-assisted accounts who have Support, Guide, Chat, Talk, Explore, Sell, or add-on products can use the Subscription page to purchase agent seats.
To add agent seats
- In Admin Center, click
Account in the sidebar, then select Billing > Subscription. - Click Manage.
A Manage Subscription page appears. This page shows the number of agent seats available for each Zendesk product you have in your account.
If you don't see a Manage button on the Subscription page, then you don't have permission to make changes. Instead, contact your sales representative or contact Zendesk Customer Support to make changes to your account. See Who can purchase? for details.
- Add the number of agents seats you need, then click Process
order.
Updating agent seats for self-service accounts
Customers with self-service accounts can add agent seats from the Subscription page. You can also use this process to remove agent seats. Some products, such as Support Suite and Sales Suite, require the same number of agent seats for each product in the Suite.
If you're removing seats that agents are currently using, make sure you follow the steps outlined in downgrading and removing an agent first. Otherwise, if your account has more agents than your subscription allows, your most recently added agents will be downgraded to end users.
If you're removing agents seats in Legacy Sell account, see Adding and removing Sell licenses.
To update agent seats
- In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
- Click Manage.
A Manage Subscription page appears. This page shows the number of agent seats available for each Zendesk product you have in your account.
- Update the number of agent seats you need by editing the
Seats field.
- Click Update subscription.
Adding agents on-the-fly
For some types of accounts, Zendesk allows you to add agent seats on-the-fly from the Team members page or when you add an agent profile. Depending on your type of account, you can add agent seats using the following methods:
- For eligible sales-assisted accounts and self-service accounts, you can instantly add more agent seats from the Team members page. Or, if you add more agents than your subscription allows, you have the option to buy agent seats when you add agent user profiles from the ticket interface.
- For sales-assisted accounts that can’t instantly buy agent seats, you’ll see a form to request more agents. This request will be sent directly to your sales representative and a service order will be created on your behalf.
- Accounts with more than seven Zendesk products or add-ons on their subscription will see a full shopping cart instead of a streamlined version of the cart when they add agents on-the-fly.
To add agent seats on-the-fly
This section shows how eligible sales-assisted accounts (called online-assisted accounts) and self-service accounts can instantly buy more agent seats. Only the account owner and billing admins can instantly buy more agent seats. Admins who aren't the account owner or a billing admin can request a subscription change to add additional agent seats.
You can instantly add agent seats from the Team members page.
- In Admin
Center, click
People in the sidebar, then select Team > Team
members. - Click Add more seats.
Note: You can also use the +Add > User tab in the ticket interface to add an agent user profile and buy more seats. When you're out of agent seats, you'll see a subscription page to add more seats. - Enter the number of agent seats you want to add and click Buy
seats.
-
If you are an admin who isn't the account owner or a billing admin, you'll see a Request agent seats button instead of a Buy seats button.
When you're buying more seats, make sure you enter only the number of additional seats you want to add, not the total number of seats you need in your account.
If you have products or add-ons that require seat parity with Support, the seat purchase will extend to these products as well. For example, adding an extra seat to Zendesk Suite adds a seat to all products in the Suite, not just to Support.
This example shows seat additions for multiple products. Click the expander (^) to show and hide additional purchasing details.
When the seat purchase is complete, a success message appears.
Adding agent seats when the last seat is used
When you're adding team members to your account, Zendesk gives you an advance warning when you use the last seat in your account. This gives you time to buy more agent seats before you run out. Account owners and billing admins can buy more agent seats. Agents who aren't the account owner or a billing admin can request a subscription change to add more agent seats.
In eligible sales-assisted accounts (called online-assisted accounts) and self-service accounts, you can use the Manage seats link in the notification to directly access a subscription page to buy more seats. See the example below.
To buy more seats when the last seat is used
- When the last seat notification appears, click Manage
seats.
You'll see a subscription page to add more seats.
- Enter the number of seats you want to add, then click Buy
seats.
If you are an admin who isn't the account owner or a billing admin, you'll see a Request agent seats button instead of a Buy seats button.
When you're buying more seats, make sure you enter only the number of additional seats you want to add, not the total number of seats you need in your account.