Adding agent seats to your subscription

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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Billing &gt; Subscription</span>
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<p class="p" dir="ltr">If
you've filled all available agent seats in your Zendesk account, you can add more
agents by purchasing additional agent seats. To help you proactively manage your
account, Zendesk will notify you when you've used up all available agent seats and
direct you on how to purchase more.
</p>
<p class="p">If you have an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">on-assisted or self-service account</a>,
you can purchase agent seats from directly from the Zendesk interface in your
account. If neither of these options are available, you can use a simple request
form to contact your sales representative directly and purchase additional agent
seats.</p>
<div class="note note">
<span class="notetitle">Note:</span> Adding and removing agent seats has an impact of the amount of data and file
storage available in your account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835043994#topic_izq_c22_hlb" target="_blank">Default storage limits</a> for
details.</div>
<p class="p" dir="ltr">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_pxw_lhc_tw__ul_bs2_4gf_5cb">
<li class="li"><a class="xref" href="#topic_clb_qgf_5cb">Purchasing or removing agent seats from the Subscription page</a></li>
<li class="li"><a class="xref" href="#topic_wh1_qgf_5cb">Adding agents on-the-fly</a></li>
<li class="li"><a class="xref" href="#topic_lbz_rbq_rsb">Adding agent seats when the last seat is used</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_pxw_lhc_tw__ul_crw_yhr_dvb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834934554" target="_blank">Managing agent seats for
Support</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930" target="_blank">Adding agents and
admins</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034" target="_blank">About team member product roles
and access</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_clb_qgf_5cb">
<h2 class="title topictitle2" id="ariaid-title2">Purchasing or removing agent seats from the Subscription page</h2>
<div class="body">
<p class="p" dir="ltr">To help you manage agent subscriptions and payments for your Zendesk
products, use the Subscriptions page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554" target="_blank">Admin Center</a> to view all
available plan subscriptions.
</p>
<p class="p">The procedure for adding or removing agent seats varies depending on whether
you have a self-service account, an online-assisted account, or a
Zendesk-managed account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">About Zendesk account types for billing
and subscription management</a>.</p>
<p class="p" dir="ltr">You must be a Zendesk <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634" target="_blank">account owner</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">billing admin</a> to purchase or
remove agent seats. Admins who are not the account owner or a billing admin
can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828513434" target="_blank">request a subscription change</a> to
add additional agent seats.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_xjk_5zg_bhb">
<h3 class="title topictitle3" id="ariaid-title3">Adding agent seats for online-assisted accounts</h3>
<div class="body">
<p class="p" dir="ltr">Customers with Zendesk online-assisted accounts can use the
Subscription page to purchase agent seats.
</p>
<p class="p"><strong class="ph b">To add agent seats</strong></p>
<ol class="ol" id="topic_xjk_5zg_bhb__ol_wjv_xzg_bhb">
<li class="li" dir="ltr"><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>. <p class="p">A <strong class="ph b">Manage Subscription</strong> page appears.
This page shows the number of agent seats available for
each Zendesk product you have in your account.</p>
<p class="p">If
you don't see a <strong class="ph b">Manage</strong> button on the Subscription
page, then you don't have permission to make changes.
Instead, contact your sales representative or contact
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer
Support</a> to make changes to your account.
</p>
</li>
<li class="li">Add the number of agents seats you need, then click <strong class="ph b">Process
order</strong>.<p class="p"><img class="image" id="topic_xjk_5zg_bhb__image_bmn_1xp_gkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_add_seats_sa.png" width="400"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_a4x_cmh_bhb">
<h3 class="title topictitle3" id="ariaid-title4">Updating agent seats for self-service accounts</h3>
<div class="body">
<p class="p" dir="ltr">Customers with self-service accounts can add agent seats from
the Subscription page. You can also use this process to <a class="xref" href="#topic_vxm_ymb_cfc">remove agent
seats</a>.</p>
<p class="p"><strong class="ph b">To update agent seats</strong></p>
<ol class="ol" id="topic_a4x_cmh_bhb__ol_spk_jmh_bhb">
<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>.<p class="p">A <strong class="ph b">Manage Subscription</strong> page appears.
This page shows the number of agent seats available for
each Zendesk product you have in your account.</p>
</li>
<li class="li">Update the number of agent seats you need by editing the
<strong class="ph b">Seats</strong> field to increase the number of seats.
<p class="p"><img class="image" id="topic_a4x_cmh_bhb__image_j11_v3b_sjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_billing_add_seats2.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Update subscription</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_vxm_ymb_cfc">
<h3 class="title topictitle3" id="ariaid-title5">Removing agent seats for self-service accounts</h3>
<div class="body">
<p class="p">Customers with self-service accounts can remove agent seats. You must be
the account owner or a billing admin with a self-service account to
remove agent seats. Customers with Zendesk online-assisted accounts
cannot remove agent seats. Seat removal is subject to the rules
outlined in Zendesk's <a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/main-services-agreement/" target="_blank">Customer Service
Agreement</a>. </p>
<div class="note important">
<span class="importanttitle">Important:</span> If you're removing seats that agents are currently
using, follow the steps outlined in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888690842" target="_blank">downgrading and removing an
agent</a> first. Otherwise, if your account has more agents
than your subscription allows, your most recently added agents will be
downgraded to end users. </div>
<p class="p"><strong class="ph b">To remove agent seats</strong></p>
<div class="p">
<ol class="ol" id="topic_vxm_ymb_cfc__ol_t52_d4b_cfc">
<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>.<p class="p">A <strong class="ph b">Manage Subscription</strong> page
appears. This page shows the number of agent seats
available for each Zendesk product you have in your
account.</p>
</li>
<li class="li">Update the number of agent seats you need by editing the
<strong class="ph b">Seats</strong> field to reduce the number of seats.
<p class="p"><img class="image" id="topic_vxm_ymb_cfc__image_u52_d4b_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_billing_add_seats2.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Update subscription</strong>.<p class="p">An agent removal warning
message appears. This warning message is a default
warning for all users when downgrading an agent
seat. As long as you are downgrading seats that are
not occupied by your active agents, the most
recently added agents will not be impacted by the
change.</p>
<img class="image img-screenshot" id="topic_vxm_ymb_cfc__image_irj_z4b_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_seat_removal_warning.png" width="400">
</li>
<li class="li">Click <strong class="ph b">Update</strong> to confirm the removal.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_wh1_qgf_5cb">
<h2 class="title topictitle2" id="ariaid-title6">Adding agents on-the-fly</h2>
<div class="body">
<p class="p">For some types of accounts, Zendesk allows you to add agent seats on-the-fly
from the Team members page or when you add an agent profile. Depending on
your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">type of account</a>, you can add
agent seats using the following methods: </p>
<ul class="ul" id="topic_wh1_qgf_5cb__ul_ot4_5vg_trb">
<li class="li" dir="ltr">For <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">online-assisted accounts</a>
and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">self-service accounts</a>, you
can instantly add more agent seats from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843830938" target="_blank">Team members</a> page. Or, if
you add more agents than your subscription allows, you have the option
to buy agent seats when you add agent user profiles from the ticket
interface. </li>
<li class="li" dir="ltr">For <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">managed accounts</a> that
can’t instantly buy agent seats, you’ll see a form to request more
agents. This request will be sent directly to your sales
representative and a service order will be created on your
behalf.</li>
<li class="li">Accounts with more than seven Zendesk products or add-ons on their
subscription will see a full shopping cart instead of a streamlined
version of the cart when they add agents on-the-fly.</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> If you're an account owner or billing admin and you're not able to use the
steps in this section, try <a class="xref" href="#topic_clb_qgf_5cb">purchasing seats from the Subscription
page</a> or contact your sales representative or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to buy
more agent seats.</div>
<p class="p"><strong class="ph b">To add agent seats on-the-fly</strong></p>
<p class="p" dir="ltr">This section shows how online-assisted accounts and self-service
accounts can instantly buy more agent seats. Only the account owner and
billing admins can instantly buy more agent seats. Admins who aren't the
account owner or a billing admin can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828513434" target="_blank">request a subscription change</a> to
add additional agent seats.</p>
<p class="p">You can instantly add agent seats from the Team members page.</p>
<ol class="ol" id="topic_wh1_qgf_5cb__ol_ert_4kf_5cb">
<li class="li"><span class="ph" id="topic_wh1_qgf_5cb__team_members">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" id="topic_wh1_qgf_5cb__image_lyb_txj_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team
members</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add more seats</strong>.<p class="p"><img class="image" id="topic_wh1_qgf_5cb__image_nbs_4qj_1xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/team_members_updated.png" width="600"></p>
<div class="note note">
<span class="notetitle">Note:</span> You can also use the +<strong class="ph b">Add</strong> &gt;
<strong class="ph b">User</strong> tab in the ticket interface to add an agent
user profile and buy more seats. When you're out of agent seats,
you'll see a subscription page to add more seats.</div>
</li>
<li class="li">Enter the number of agent seats you want to add and click <strong class="ph b">Buy
seats</strong>.<p class="p"><img class="image" id="topic_wh1_qgf_5cb__image_rjn_syl_nrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/instant_buy_blank.png" width="450"></p>
<p class="p">If you are an
admin who isn't the account owner or a billing admin, you'll see
a <strong class="ph b">Request agent seats</strong> button instead of a <strong class="ph b">Buy
seats</strong> button.</p>
<p class="p">When you're buying more seats,
make sure you enter only the number of <strong class="ph b">additional</strong> seats
you want to add, not the total number of seats you need in your
account.</p>
<p class="p">If you have products or add-ons that require seat
parity with Support, the seat purchase will extend to these
products as well. For example, adding an extra seat to Zendesk
Suite adds a seat to all products in the Suite, not just to
Support. </p>
<p class="p">This example shows seat additions for multiple
products. Click the expander (^) to show and hide additional
purchasing details.</p>
<p class="p"><img class="image" id="topic_wh1_qgf_5cb__image_sp1_xyl_nrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/instant_buy_filled_expanded.png" width="450"></p>
<p class="p">When the seat
purchase is complete, a success message appears. </p>
<p class="p"><img class="image" id="topic_wh1_qgf_5cb__image_wf4_3cm_nrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/instant_success.png" width="200"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_lbz_rbq_rsb">
<h2 class="title topictitle2" id="ariaid-title7">Adding agent seats when the last seat is used</h2>
<div class="body">
<p class="p">When you're adding team members to your account, Zendesk gives you an advance
warning when you use the last seat in your account. This gives you time to
buy more agent seats before you run out. Account owners and billing admins
can buy more agent seats. Agents who aren't the account owner or a billing
admin can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828513434" target="_blank">request a subscription change</a> to
add more agent seats.</p>
<p class="p">In online-assisted accounts and self-service accounts, you can use the
<strong class="ph b">Manage seats</strong> link in the notification to directly access a
subscription page to buy more seats. See the example below.</p>
<p class="p"><strong class="ph b">To buy more seats when the last seat is used</strong></p>
<ol class="ol" id="topic_lbz_rbq_rsb__ol_rkb_hjq_rsb">
<li class="li">When the last seat notification appears, click <strong class="ph b">Manage
seats</strong>.<p class="p"><img class="image" id="topic_lbz_rbq_rsb__image_cgs_xrq_rsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_last_seat_notif.png" width="300"></p>
<p class="p">You'll see a
subscription page to add more seats. </p>
<p class="p"><img class="image" id="topic_lbz_rbq_rsb__image_c5t_bsq_rsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_last_seat_buy.png" width="450"></p>
</li>
<li class="li">Enter the number of seats you want to add, then click <strong class="ph b">Buy
seats</strong>.<p class="p">If you are an admin who isn't the account owner or a
billing admin, you'll see a <strong class="ph b">Request agent seats</strong> button
instead of a <strong class="ph b">Buy seats</strong> button.</p>
<p class="p"><img class="image" id="topic_lbz_rbq_rsb__image_af2_rsq_rsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_request_seats_button.png" width="100"></p>
<p class="p">When you're
buying more seats, make sure you enter only the number of
<strong class="ph b">additional</strong> seats you want to add, not the total
number of seats you need in your account.</p>
</li>
</ol>
</div>
</div>
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