Buying Zendesk Suite

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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<strong>All Suites</strong>
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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can purchase a Zendesk Suite plan by starting with a trial to test features, buying directly if you're familiar with the product, or upgrading your existing account. When upgrading, verify that the number of agent seats you have will cover Suite role requirements. Complete your purchase with flexible payment options.</p>
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<p class="p" dir="ltr">You have several options for buying Zendesk Suite:</p>
<ul class="ul" id="topic-1__ul_a1y_rmc_34b">
<li class="li" dir="ltr">You can start a <a class="xref" href="#topic_emj_rlz_rdb">trial version</a> of Zendesk Suite, then buy it.</li>
<li class="li" dir="ltr">You can <a class="xref" href="#topic_glq_5tc_34b">directly
buy</a> Zendesk Suite without going through a trial.</li>
<li class="li" dir="ltr">You can <a class="xref" href="#topic_jzx_hxc_34b">upgrade</a> your existing Zendesk account to include
Zendesk Suite.</li>
</ul>
<p class="p" dir="ltr">There are several versions of Zendesk Suite. Before you decide to buy,
Zendesk recommends reviewing these options to see which version best fits
your needs. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846875034" target="_blank">About Zendesk Suite plans</a>.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_mt5_5lz_rdb">
<li class="li"><a class="xref" href="#topic_emj_rlz_rdb">Buying Zendesk Suite with a trial</a></li>
<li class="li"><a class="xref" href="#topic_glq_5tc_34b">Buying Zendesk Suite without a trial</a></li>
<li class="li"><a class="xref" href="#topic_jzx_hxc_34b">Upgrading to Zendesk Suite</a></li>
<li class="li"><a class="xref" href="#topic_y5l_hlz_rdb">About Suite agents and Chat contributors</a></li>
</ul>
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<div aria-labelledby="topic_emj_rlz_rdb__title_nqx_ylz_rdb" class="topic nested1" id="topic_emj_rlz_rdb">
<h2 class="title topictitle2" id="topic_emj_rlz_rdb__title_nqx_ylz_rdb">Buying Zendesk Suite with a trial</h2>
<div class="body">
<p class="p" dir="ltr">Zendesk recommends trialing Zendesk Suite first before buying.
A trial provides you with an onboarding wizard to help you get set
up. The instructions in this section assume you don’t have an
existing Zendesk account, if you already have one, see <a class="xref" href="#topic_jzx_hxc_34b">Upgrading to Zendesk Suite</a>. </p>
<p class="p"><strong class="ph b">To start a Suite trial</strong></p>
<ol class="ol" id="topic_emj_rlz_rdb__ol_e3q_lkz_rdb">
<li class="li">Open the <a class="xref" href="https://www.zendesk.com/pricing/" target="_blank">Zendesk Suite</a>
web page. <p class="p">You can click through each plan type to see
what features are included. You can also switch
between the descriptions for Customer Service Suite
plans and Employee Service Suite plans.</p>
<p class="p"><img class="image img-screenshot" id="topic_emj_rlz_rdb__image_c12_ymm_5wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_start_trial_start.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Try for free</strong> at the top of the page and follow the
onscreen instructions provided by the trial registration and
onboarding wizard. <p class="p" dir="ltr">The wizard will help you set
up your account and evaluate some of the main
features in the Suite. For more information,
see<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828624538?option=2" target="_blank"> Introducing Suite
trial tasks</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839376154" target="_blank">Evaluating your
Zendesk trial</a>. </p>
<p class="p" dir="ltr">When you’ve
finished the evaluation, you’re ready to
buy.</p>
</li>
<li class="li">To buy your Zendesk trial, click <strong class="ph b">Buy your trial</strong> at the
top of the wizard. <p class="p"><img class="image img-screenshot" id="topic_emj_rlz_rdb__image_stj_kqc_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_buying_options_simple2.png" width="400"></p>
<p class="p">To compare
plans before you buy, click <strong class="ph b">Compare plans</strong>. To
review other plan options before you buy, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5127368343962" target="_blank">Comparing Zendesk
plans and searching for
features</a>.</p>
<p class="p">When you decide to <strong class="ph b">Buy
your trial</strong>, you'll see a payment page that
includes a summary of the plan you're
buying.</p>
<img class="image img-screenshot" id="topic_emj_rlz_rdb__image_gm3_gng_zzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_buying_options_simple_payment2a.png" width="600">
</li>
<li class="li">Open the <strong class="ph b">Billing cycle</strong> drop-down to select your billing
cycle.<p class="p"><img class="image img-screenshot" id="topic_emj_rlz_rdb__image_kkb_pjm_5wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_buying_options_simple_cycle2.png" width="300"></p>
<p class="p">You can pay an
<strong class="ph b">Annual</strong> fee for a substantial discount, or
<strong class="ph b">Monthly</strong> if you prefer.</p>
</li>
<li class="li">Enter the number of <strong class="ph b">agents</strong> to include in the
plan.<p class="p"><img class="image img-screenshot" id="topic_emj_rlz_rdb__image_u53_h4g_zzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_buying_options_simple_agents2a.png" width="300"></p>
</li>
<li class="li">Enter your payment information.<p class="p">You can pay by <strong class="ph b">Credit or
debit card</strong>, <strong class="ph b">Bank transfer (ACH)</strong>, or
<strong class="ph b">PayPal</strong>. </p>
<p class="p">To manage your payment
options later, including changing your payment
method, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821572506" target="_blank">Managing
payments</a>. To view and manage your
subscription after purchase, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666" target="_blank">Viewing and
managing plan subscriptions</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Complete purchase</strong>.</li>
</ol>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_glq_5tc_34b">
<h2 class="title topictitle2" id="ariaid-title3">Buying Zendesk Suite without a trial</h2>
<div class="body">
<p class="p" dir="ltr">If you are already familiar with Zendesk products and you don’t
want to go through a trial, you can buy Zendesk Customer Service
Suite or Zendesk Employee Service Suite directly.</p>
<p class="p" dir="ltr"><strong class="ph b">To buy without a trial</strong></p>
<ol class="ol" id="topic_glq_5tc_34b__ol_xg4_ztc_34b">
<li class="li">Open the <a class="xref" href="https://www.zendesk.com/pricing/" target="_blank">Zendesk Suite</a>
pricing page. <p class="p"><img class="image img-screenshot" id="topic_glq_5tc_34b__image_xqg_wlm_5wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_start_trial_new_pricing2a.png" width="600"></p>
</li>
<li class="li">Select the type of plan you want to buy: <strong class="ph b">Customer Service</strong>
or <strong class="ph b">Employee Service</strong>.<p class="p">Use this page to view the
features associated with each plan. You can click
through the feature lists for each plan to decide on
the plan you want to buy.</p>
</li>
<li class="li">When you've decided on a plan, click <strong class="ph b">Buy now</strong>. </li>
<li class="li">Enter your email address to create your account, then click
<strong class="ph b">Next</strong>.<p class="p">A payment page appears.</p>
<p class="p"><img class="image img-screenshot" id="topic_glq_5tc_34b__image_ent_gbc_qfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_buying_options_simple_payment2a.png" width="600"></p>
</li>
<li class="li">On the payment page, verify the plan details. <p class="p" dir="ltr">You
can also change the number of <strong class="ph b">agents</strong> to
include in your plan and change your <strong class="ph b">Billing
cycle</strong>.</p>
</li>
<li class="li">After you've finalized the plan details, enter your <strong class="ph b">Payment
information</strong>, then click <strong class="ph b">Complete
purchase</strong>.<p class="p">You can pay by <strong class="ph b">Credit or debit
card</strong>, <strong class="ph b">Bank transfer (ACH)</strong>, or
<strong class="ph b">PayPal</strong>. </p>
</li>
<li class="li">When your purchase confirmation appears, click <strong class="ph b">Add account
details</strong>.<p class="p"><img class="image img-screenshot" id="topic_glq_5tc_34b__image_twr_lml_gqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_account_details.png" width="350"></p>
</li>
<li class="li">Enter your <strong class="ph b">account details</strong> and click <strong class="ph b">Submit</strong>. </li>
<li class="li">Verify your email address. <p class="p">After you verify your email
address, an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828624538" target="_blank">onboarding</a>
wizard appears. Follow the onscreen instructions to
learn more about your Zendesk account.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jzx_hxc_34b">
<h2 class="title topictitle2" id="ariaid-title4">Upgrading to Zendesk Suite</h2>
<div class="body">
<p class="p" dir="ltr">You must be the account owner or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">billing admin</a> to
upgrade your account. These instructions apply to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">self-service accounts</a>
only. If you have a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">sales-assisted
account</a>, contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer
Support</a> to upgrade. If you have a legacy Zendesk
Support or Support Suite plan, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842690074" target="_blank">Upgrading legacy products to
Zendesk Suite</a>.</p>
<div class="note important">
<span class="importanttitle">Important:</span> If you're upgrading to Zendesk Suite and you already
have Chat-only agents in place, make sure that you understand how
Zendesk Suite affects these agents before you upgrade. See <a class="xref" href="#topic_y5l_hlz_rdb">About Suite agents and Chat contributors</a>.</div>
<p class="p"><strong class="ph b">To upgrade to Zendesk Suite</strong></p>
<ol class="ol" id="topic_jzx_hxc_34b__ol_g3w_lv2_j4b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage</strong> to make changes to your subscription.<p class="p">A
Zendesk Suite description appears. Click <strong class="ph b">Compare
plans</strong> to see details about each plan
type.</p>
<p class="p"><img class="image img-screenshot" id="topic_jzx_hxc_34b__image_pyg_pw2_j4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_upgrade_choose_plan.png" width="400"></p>
</li>
<li class="li">When you're ready to upgrade, click <strong class="ph b">Choose plan</strong>.</li>
<li class="li">Select a Zendesk Suite <strong class="ph b">Plan</strong> and enter the number of
<strong class="ph b">Agents</strong> to include in the plan.<p class="p"><img class="image img-screenshot" id="topic_jzx_hxc_34b__image_wqz_5w2_j4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_upgrade.png" width="400"></p>
</li>
<li class="li">In the Summary, click <strong class="ph b">Update subscription</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="topic_y5l_hlz_rdb__title_xcp_zlz_rdb" class="topic nested1" id="topic_y5l_hlz_rdb">
<h2 class="title topictitle2" id="topic_y5l_hlz_rdb__title_xcp_zlz_rdb">About Suite agents and Chat contributors</h2>
<div class="body">
<p class="p" dir="ltr">Each agent you add to the Suite gives one person access to all
of the capabilities in the Suite. If you already have Chat
contributors (formerly Chat-only agents) in place and are making
changes to your subscription, make sure that you account for those
agents when you decide how many seats you need to purchase.</p>
<p class="p" dir="ltr">If you already have Support and Chat, and then buy Zendesk
Suite, the Contributor role is removed and no longer appears as one
of the possible user roles. Contributors that are given a Suite seat
convert to agents. Chat is enabled as part of their role. If you
don’t purchase enough Suite seats, Contributors convert to end users
(based on who was added last). </p>
<p class="p" dir="ltr">Here’s an example of how contributors are converted to new
roles:</p>
<p class="p"><strong class="ph b">Situation</strong></p>
<p class="p">Company A has two Support agents (Anna and Bianca) and two Contributors
(Carla and Dana). They buy three agents for the Suite.</p>
<p class="p" dir="ltr"><strong class="ph b">Results</strong></p>
<ul class="ul" id="topic_y5l_hlz_rdb__ul_pqv_ywc_34b">
<li class="li" dir="ltr">Two Support agents (Anna, Bianca) receive Suite seats.
Their role converts to agent.</li>
<li class="li" dir="ltr">One contributor (Dana) does not receive a Suite seat.
Her role converts to end user because she is the newest
employee and agents are removed based on who was added last
when you did not buy enough seats.</li>
<li class="li" dir="ltr">One contributor (Carla) receives a Suite seat. Her
role converts to agent. Chat is enabled as part of her
role.</li>
</ul>
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