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Subscriptions and licenses

Subscriptions, licensing of users and plan upgrades. Content about pricing questions and subscription issues.


How do I increase agent seats? [Video]

Question How can I add agent seats to my account? How do I buy additional agent seats? Answer Account owners and bill...

Edited Jul 29, 2024

0 votes  ·  0 comments

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Does Zendesk charge for all users in the account?

Question Does Zendesk charge for all users in the account? Answer No, the subscription covers only agent seats. Thi...

Edited Jan 22, 2024

0 votes  ·  2 comments

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Are agent and admin roles priced differently?

Question Are agent and admin roles priced differently? Answer No, there is no difference in cost between agents and a...

Edited Sep 01, 2023

0 votes  ·  0 comments

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Can I have just a help center?

Question Is it possible to have just a help center without the Support ticketing system? Answer No, it is not possibl...

Edited Dec 22, 2023

16 votes  ·  2 comments

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How can I cancel my Support trial?

Question How can a Zendesk Support trial be cancelled? Answer To cancel your Support trial, you can simply let the ac...

Edited May 14, 2024

19 votes  ·  8 comments

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Does Zendesk offer a free API-only agent license?

Question Can we have a free agent license for testing or making API calls only? Answer No, Zendesk doesn't offer free...

Edited Dec 08, 2022

6 votes  ·  0 comments

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Can I have an account admin who is not a Zendesk Support agent?

Question Is it possible to have an account admin who is not a Zendesk Support agent? Answer No, it is not possible to...

Edited Jan 22, 2024

19 votes  ·  3 comments

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Can I add Zendesk Talk to a Support only subscription?

Question Can I add Zendesk Talk to a Support only subscription? Answer No, Talk plans cannot be bought as an add-on ...

Edited Sep 01, 2023

0 votes  ·  0 comments

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What counts as an agent license in Zendesk?

Question How can I determine who takes up an agent seat in my account? Answer Anyone who is an agent in any capacity ...

Edited Feb 05, 2025

5 votes  ·  3 comments

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How do I cancel a subscription to a marketplace app?

Question How do I cancel an app subscription? Will I still be charged for the rest of the month? Answer An administra...

Edited Oct 27, 2022

2 votes  ·  1 comment

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Can I have a different number of licenses in Support and Guide?

Question I have 5 Support licenses but I only need 1 license for Guide. Can I add a subscription for 1 Guide agent on...

Edited Jan 22, 2024

1 vote  ·  0 comments

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Can I upgrade a single user to a feature or plan?

Question Is it possible to upgrade the plan or features for the owner only and not the agents? Answer No, this is no...

Edited Jul 10, 2023

0 votes  ·  0 comments

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Why did my subscription change not go into effect immediately?

Question I made a change to my subscription and now I see a Pending subscription status. Why did my change not go int...

Edited Oct 24, 2022

5 votes  ·  14 comments

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What forms of payment does Zendesk accept?

Question What forms of payment does Zendesk accept? Can I pay for my subscription with a different payment method? A...

Edited Jan 22, 2024

2 votes  ·  1 comment

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How much does Zendesk cost?

Question How much does Zendesk cost? Answer The cost of your Zendesk account subscription changes according to the p...

Edited Jun 03, 2024

5 votes  ·  0 comments

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I made a mistake when selecting options in my subscription. How do I fix it?

Question I accidentally selected the wrong plan level, the wrong number of agents, or the wrong products for my subsc...

Edited Jul 31, 2023

0 votes  ·  5 comments

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How do I upgrade my trial to a paid account?

Question I am done testing my trial and want to purchase Zendesk. After my trial has expired, how do I pick a plan an...

Edited Feb 11, 2025

2 votes  ·  0 comments

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Can I change the plan level of my Zendesk Suite Trial?

Question Can I trial a different plan level of the Zendesk Suite? Answer Yes, the account owner can contact Zendesk C...

Edited Sep 01, 2023

0 votes  ·  0 comments

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How do I find my subscription renewal date?

Question How do I find my subscription renewal date, so I know when my next billing date is? Answer You can view your...

Edited Jul 27, 2023

11 votes  ·  1 comment

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Is the account owner included in the number of agents paid for?

Question Does the account owner count towards the number of agents being paid for? Answer Yes, the account owner is a...

Edited Jan 22, 2024

7 votes  ·  4 comments

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Can I trial Zendesk Explore before purchasing it?

Question Is there a Zendesk Explore trial I can try before purchasing a plan? Answer Yes, you can start a trial of E...

Edited Feb 05, 2025

3 votes  ·  0 comments

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What happens when my Explore trial expires?

Question What happens when my Explore trial expires? Do I lose access to my custom dashboards and reports? Will my cu...

Edited Feb 05, 2025

3 votes  ·  0 comments

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What do I do when my Zendesk trial expires?

Question My trial expired and I am not sure what my options are. How do I pick a plan? What do I do if I still have q...

Edited Jan 22, 2024

0 votes  ·  0 comments

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How do I create a Support trial account?

Question How do I create a Support trial account? Answer Go to the Register page. Enter your email address prefera...

Edited Feb 05, 2025

5 votes  ·  2 comments

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How are Zendesk Support plans priced?

Question How are Zendesk Support plans priced? Answer You can find information on pricing for each Zendesk Support...

Edited Jan 22, 2024

2 votes  ·  0 comments

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What happens to downgraded add-ons that are repurchased?

Question I had a Zendesk add-on but needed to downgrade my plan so the add-on was removed. Now, I want to repurchase ...

Edited Aug 24, 2023

2 votes  ·  0 comments

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Why am I being redirected to the subscription page when I try to access Chat?

Question Why am I redirected to the subscription page when I try to access Chat through the Zendesk Products icon ()?...

Edited Jan 22, 2024

0 votes  ·  0 comments

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I was immediately locked out of my trial account

Issue symptoms I started my trial for Zendesk Support, Sell, or Suite, but I can't verify my account or log into my t...

Edited Jun 03, 2024

315 votes  ·  5 comments

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Why do I not have access to a specific feature on my Suite plan?

Question Why do I not have access to one of the Zendesk Suite features listed on the pricing page such as side conver...

Edited Aug 24, 2023

1 vote  ·  0 comments

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How can I update my subscription?

Question How can I update my Zendesk subscription to change plans, change billing frequency, add products, or add and...

Edited Mar 13, 2024

23 votes  ·  8 comments

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