Billing admin / Owner as light agent

16 Commentaires

  • Dave Dyson
    Thanks NIkki!
  • Tom Dupuche
    Zendesk Product Manager

    Thanks Nikki, I'll add this one to our backlog for consideration.


    Tom Dupuche

    Product Manager



  • Andrew Craft

    Agree this seems a bit short-sighted, basically either your encouraging me to share my credentials to be able to administer the system or i have pay for a license that i won't use? For a large org I'm sure the extra license is no problem, but for a small business getting started on zendesk it makes zendesk expensive.

  • Gary

    A few things on this for me:

    The Admin role really needs splitting as most companies have IT Support departments that are responsible for granting user access and general managing of permissions. We don't want them to have access to business rules, tickets or customer information by default. Yes, I know they could create a user to do all of those things, but it shouldn't be the default position of an admin.

    Charging full agent price for users that don't use any Zendesk functionality is ridiculous. I want my IT Support team to do the above user admin but it would cost us £360 a month just to do that.

    Having a single owner is also very bad practice. It leads to either shared credentials or having a single point of failure.

  • Nick Jones

    Our billing contact sits in the accounts department, so anything that allows them just to focus on that billing role would be ideal.

  • Jorge Rivero

    Upvotes here are a bit sad. Not sure Zendesk really thinks this is a material issue. But, to everyone's point above, Zendesk could benefit from this in the small to mid-sized segment of the business (you know, where paying for an extra seat DOES matter and it's not just a rounding error).

    I have 2 Zendesk instances, potentially a third. And you can see how my seat (just for admin purposes) keeps adding up!

  • Ethen Adams

    Any update here?  Our CEO is the owner and he will likely never sign into Zendesk.  That Agent status is completely wasted here and we could really use it for another team member.

  • Jade Sorroll

    Same use case as Ethen - CEO is the owner and just needs access to the admin, billing and no access needed to raise or action tickets, however, an additional unnecessary licence is required.

  • Rachel

    Hi Tom Dupuche,

    More than 6mths ago you advised that this was added to the backlog, can you provide an update on when this is likely to come up for consideration?

    I am very interested to know what future development will provide.

    Development of Zendesk Accounts to be automatically provisioned with 1 "Management" Role Agent, restricted to Billing/Account Management functions that does not require a licence would be a favourable outcome. 

    Including the provision of "Management" access to a restricted number of licenced agents, determined by Plan would also address the current key person business risk.


  • Abdigani Diriye

    Hi Tom Dupuche/@...,

    Following up on Rachel's post. It's been about 9 months since this was added to the backlog, and it seems to be a feature many Zendesk users would benefit from. Is there any update?




  • Lynn Voie

    Adding my +1 as this is an issue for us as well.

  • Amanda Rice


  • IT User

    +1 as this is affecting us as well. 

  • Nathan Mirro

    Please address this.  Admins who only do administrative tasks should not be counted as an agent account/license

  • Tom Dupuche
    Zendesk Product Manager

    Hello Zendesk Community,

    I want to provide an update on this feature.

    After careful consideration we have decided not to progress with this feature this year and instead invest in other product areas that have been much requested. For example, granular permissions, security and privacy features.

    We appreciate the time spent providing this feedback and your engagement with the Community.

    Tom Dupuche

    Zendesk Product Manager

  • Jorge Rivero

    That's unfortunate, Zendesk.

    Honestly, this feels like you don't want to give up revenue from all the admin users that have to take up a seat. You're just too used to it.


Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk