Buying Zendesk products

Location: Admin Center > Account > Billing > Subscription

Subscriptions for Zendesk products are managed in Admin Center. This topic describes how to use Admin
Center to manage your subscription by buying new products, adding agent seats, extending subscription times,
changing your billing cycle, or upgrading your plan type. You must be the account owner or a billing admin to make these changes to your subscription.
This article contains the following topics:
About buying products
Changing plan subscriptions
Changing the plan type and comparing plans
Buying more products
Changing the billing cycle
Who can purchase?


Related topics

Billing FAQ and resources
Adding agent seats to your subscription



About buying products

This topic applies to Zendesk accounts that allow you to make subscription
changes. For more information, see Who can purchase?

The billing interface is designed to help you through the process by only showing
options that are available to you. If you want to purchase additional products and you can’t
find them on the Subscription page, contact your Zendesk sales representative or Zendesk Customer Support.



Changing plan subscriptions


To change plan subscriptions

In Admin Center, click
Account in the sidebar, then select Billing > Subscription. A summary of your current plan subscription appears. It shows the Zendesk
products you have purchased, the product plan type, and the number of agent
seats.

Click Manage. If you don't see a Manage button on the Subscription
page, then you don't have permission to make changes. See Who can purchase? for details.
A Manage
subscription page appears.


Make subscription changes as desired. Subscription changes you can make include:
Combining separate products into Zendesk Support Suite for more-favorable pricing.
For more information, refer to Buying Zendesk Suite.
Adding or decreasing the number of agent seats in each product. For more
information, refer to Adding agent seats to your
subscription.
Changing plan types. For example, you can upgrade
from Professional to Enterprise in Zendesk Support. For details, see Changing the plan type and comparing plans.
Buying additional products. For example, if you have a Zendesk Support only plan,
you can purchase Help Center with Guide or Live chat and messaging.
For details, see Buying more products.
Picking a billing cycle for Annual or Monthly payments. For details,
see Changing the billing cycle.
Cancel your account, or cancel products in your account. See Cancelling Zendesk products and accounts.

As you make changes, the Summary automatically updates to show the
changes you have made and your calculated billing total.

If you received a promo (promotional) code for your purchase, click Apply a promo
code and enter the promo code.
When you've finished making changes, select the checkbox to confirm that you agree to
Zendesk's terms and conditions (if required). For new subscribers, you must agree to
the Zendesk Customer Agreement and Privacy Policy.

Click Update subscription.
Enter a payment method. Choices are Bank account (direct debit), Credit or
debit card, or PayPal.
Enter payment details, then click Purchase. A confirmation message appears
when your purchase is complete.






Changing the plan type and comparing plans

You can change your product plan types from the Subscription page. For example, you can
change your Support plan from Professional to Enterprise or pick a plan type when you
purchase additional products. You can also downgrade a product plan.
To change your plan type:

On the Manage Subscription page, find the product you want to update or
purchase.
Select a plan from the Choose plan drop-down.
When you
change plan types, the purchase price is updated on the Summary pane.

If you're not sure which plan to pick, click Compare plans (next to the plan
drop-down) for information about available plan types.





Buying more products

If your account allows it, you can purchase additional products directly from the Manage
Subscription page.
To buy more products:

On the Manage subscription page, click the More products tab. A list of
additional products that you can purchase for your account appears.

The choices
you see in the More products tab vary depending on your plan type and when you
purchased your plan. For example, a Support legacy account can add Explore reporting,
but that feature is already included in Zendesk Suite accounts.
In some cases,
the More products list can be long. You can use the product category filter at
the top of the list to narrow down your choices.

Select the product categories you want to view.

To buy an additional product or add-on, click Choose plan (to add a new product)
or Manage plan (to make additions to an existing plan), then click Add to
subscription. To learn more about a product or add-on before you buy, click
See details.






Changing the billing cycle

If you have a self-service account, you can change your billing cycle. Substantial
discounts are available if you pay annually instead of monthly.
To change your billing cycle:

In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click Manage. If you don't see a Manage button on the Subscription
page, then you don't have permission to make changes. Contact Zendesk Customer Support to change your billing
cycle.

On the Manage subscription page, locate the Summary pane.
Select Monthly or Annual from the Billing cycle toggle.
If you are in the middle of a billing cycle
this change will not be processed until the start of your next billing cycle. This means
that if you decide to change from an annual subscription to a monthly subscription a
month into your first year, that change will not take effect for another eleven
months.





Who can purchase?

This section describes some of the rules for buying Zendesk products and adding agent seats. These rules vary depending on your account
type and the product plan you have purchased.


Zendesk customers have either a self-service account or a sales-assisted
account. The changes you can make to your subscription vary based on your account type,
See About Zendesk account types for billing and
subscription management.
Customers who purchased Zendesk Suite and created their account after Feb 1,
2021, have many additional product features included with their plans. As a result,
their choices for adding additional products from the Subscription page are fewer. See
About Zendesk Suite plans.
Users with admin permissions can view the Subscription page to see what
Zendesk products are available on their account. The account owner or a billing admin can make subscription changes. Admins in
sales-assisted accounts who don’t have billing permission, can request subscription changes.
Customers with any type of account can use a simple request form to contact
their Zendesk account representative directly and purchase additional agent seats. They
can also contact their account representative to buy new products or make other changes
to their account.
Customers can buy most products directly from the Subscription page or
Zendesk website without going through a trial.
If you are using Sell accounts created before July 1, 2020, refer to Understanding Sell plans and billing.