How do I update my subscription?

Question

How can I amend or change the plan or subscription for my Zendesk account?

Answer

If you're an account owner or a billing admin:

You have full billing access and can make immediate subscription changes.

For detailed instructions to change plan subscriptions, see this article: Change plan subscriptions.

If you're an admin without billing permissions on a sales-assisted account (an account that is managed by a Zendesk sales employee), submit a request to change your subscription by following these steps:

In Admin Center, go to Billing > Subscription

Click Request subscription change

Fill out the request form:
- Describe the change needed
- Provide business justification
- Include timeline requirements

Submit the request

After the subscription change is complete, you receive an email confirmation.

For more information, see: Allow admins to manage subscriptions.

Note: You can only downgrade a plan upon renewal. If you're in the middle of a billing cycle, you can schedule a decrease in your agent count or downgrade your plan type to take effect on your next renewal date. However, the system renders these changes after the renewal date. For more information, see Why did my subscription change not go into effect immediately?

Tip: For existing accounts, try a higher plan for 30 days prior to purchase from your Subscription page.