Tyler Jordan

+1.  This makes for a terrible customer and employee experience.  It needs to be addressed (though I have zero confidence it actually will be).

Brett Bowser, were you able to locate the ticket?  Any updates?

Thank you, Brett Bowser!  It's under one of my co-worker's name, since he's the billing admin.  The ticket # is 11846748.

We are having the same issue as everyone else in this chain.  We opened a ticket two months ago to reduce our license count and there has been zero progress.  I escalated to our account managers a month ago and didn't even get a response.  In a separate ticket, we requested to move from a sales-assisted to a self-service account and were first told we did not meet the "necessary criteria...per [Zendesk's] account requirements".  When I then asked for further elaboration on that criteria, I was told it was a technical limitation of the system.  Following up on these tickets has needlessly wasted hours of our staff's time.  Changing license counts should not be this difficult (and clearly isn't, if you want to add licenses rather than remove them), especially for a company that specializes in customer experience software.  Brett Bowser, any chance you can help?