Buying Zendesk products

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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">Subscriptions for Zendesk products are managed in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554--Draft-Using-Zendesk-Admin-Center" target="_blank">Admin Center</a>. This topic describes how to use Admin
Center to manage your subscription by buying new products, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881540506-Adding-agent-seats-to-your-subscription" target="_blank">adding agent seats</a>, extending subscription times,
changing your billing cycle, or upgrading your plan type. You must be the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634" target="_blank">account owner</a> or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">billing admin</a> to make these changes to your subscription.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_uyg_4dw_zgb">
<li class="li"><a class="xref" href="#topic_exj_m1c_34b">About buying products</a></li>
<li class="li"><a class="xref" href="#topic_zjz_pdw_zgb">Changing plan subscriptions</a></li>
<li class="li"><a class="xref" href="#topic_mht_4nt_fkb">Changing the plan type and comparing plans</a></li>
<li class="li"><a class="xref" href="#topic_ndg_cb5_fkb">Buying more products</a></li>
<li class="li"><a class="xref" href="#topic_e15_nnt_fkb">Changing the billing cycle</a></li>
<li class="li"><a class="xref" href="#topic_eqs_tkt_fkb">Who can purchase?</a></li>
</ul>
</div>
<p class="p"><strong class="ph b">Related topics</strong></p>
<ul class="ul" id="topic-1__ul_ky1_s3j_gkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839289498" target="_blank">Billing FAQ and resources</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881540506" target="_blank">Adding agent seats to your subscription</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_exj_m1c_34b">
<h2 class="title topictitle2" id="ariaid-title2">About buying products</h2>
<div class="body">
<p class="p" dir="ltr">This topic applies to Zendesk accounts that allow you to make subscription
changes. For more information, see <a class="xref" href="#topic_eqs_tkt_fkb">Who can purchase?</a>
</p>
<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zjz_pdw_zgb">
<h2 class="title topictitle2" id="ariaid-title3">Changing plan subscriptions</h2>
<div class="body">
<div class="p">
<strong class="ph b">To change plan subscriptions</strong><ol class="ol" id="topic_zjz_pdw_zgb__ol_v4r_b4x_zgb">
<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><p class="p">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.</p>
</li>
<li class="li">Click <strong class="ph b">Manage</strong>.<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. See <a class="xref" href="#topic_eqs_tkt_fkb">Who can purchase?</a> for details. </p>
<p class="p">A <strong class="ph b">Manage
subscription </strong>page appears.</p>
<p class="p"><img class="image img-screenshot" id="topic_zjz_pdw_zgb__image_nnn_ml3_gkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/manage_subscription_spp.png" width="730"></p>
</li>
<li class="li">Make subscription changes as desired. Subscription changes you can make include:<ul class="ul" id="topic_zjz_pdw_zgb__ul_wmd_xrd_1hb">
<li class="li">Combining separate products into Zendesk Support Suite for more-favorable pricing.
For more information, refer to<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828690074-Buying-The-Suite" target="_blank"> Buying Zendesk Suite</a>.</li>
<li class="li">Adding or decreasing the number of agent seats in each product. For more
information, refer to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881540506-Adding-agent-seats-to-your-subscription" target="_blank">Adding agent seats to your
subscription</a>.</li>
<li class="li">Changing <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893293466" target="_blank">plan types</a>. For example, you can upgrade
from Professional to Enterprise in Zendesk Support. For details, see <a class="xref" href="#topic_mht_4nt_fkb">Changing the plan type and comparing plans</a>.</li>
<li class="li">Buying additional products. For example, if you have a Zendesk Support only plan,
you can purchase <strong class="ph b">Help Center with Guide</strong> or <strong class="ph b">Live chat and messaging</strong>.
For details, see <a class="xref" href="#topic_ndg_cb5_fkb">Buying more products</a>.</li>
<li class="li">Picking a billing cycle for <strong class="ph b">Annual</strong> or <strong class="ph b">Monthly</strong> payments. For details,
see <a class="xref" href="#topic_e15_nnt_fkb">Changing the billing cycle</a>.</li>
<li class="li">Cancel your account, or cancel products in your account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834902810" target="_blank">Cancelling Zendesk products and accounts</a>.</li>
</ul>
<p class="p">As you make changes, the <strong class="ph b">Summary</strong> automatically updates to show the
changes you have made and your calculated billing total.</p>
</li>
<li class="li">If you received a promo (promotional) code for your purchase, click <strong class="ph b">Apply a promo
code</strong> and enter the promo code.</li>
<li class="li">When you've finished making changes, select the checkbox to confirm that you agree to
Zendesk's terms and conditions (if required). <p class="p">For new subscribers, you must agree to
the <a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/" target="_blank">Zendesk Customer Agreement</a> and <a class="xref" href="https://www.zendesk.com/company/customers-partners/privacy-policy/" target="_blank">Privacy Policy</a>. </p>
</li>
<li class="li">Click <strong class="ph b">Update subscription</strong>. </li>
<li class="li">Enter a payment method. Choices are <strong class="ph b">Bank account</strong> (direct debit), <strong class="ph b">Credit or
debit card</strong>, or <strong class="ph b">PayPal</strong>. </li>
<li class="li">Enter payment details, then click <strong class="ph b">Purchase</strong>.<p class="p">A confirmation message appears
when your purchase is complete.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mht_4nt_fkb">
<h2 class="title topictitle2" id="ariaid-title4">Changing the plan type and comparing plans</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">To change your plan type</strong>:</p>
<ol class="ol" id="topic_mht_4nt_fkb__ol_nv1_4yt_fkb">
<li class="li">On the <strong class="ph b">Manage Subscription</strong> page, find the product you want to update or
purchase.</li>
<li class="li">Select a plan from the <strong class="ph b">Choose plan</strong> drop-down.<p class="p"><img class="image img-screenshot" id="topic_mht_4nt_fkb__image_btv_3cc_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/buying_choose_plan.png" width="180"></p>
<p class="p">When you
change plan types, the purchase price is updated on the <strong class="ph b">Summary</strong> pane.</p>
</li>
<li class="li">If you're not sure which plan to pick, click <strong class="ph b">Compare plans</strong> (next to the plan
drop-down) for information about available plan types.<p class="p"><img class="image img-screenshot" id="topic_mht_4nt_fkb__image_jjm_khc_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/buying_compare_plans.png" width="450"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ndg_cb5_fkb">
<h2 class="title topictitle2" id="ariaid-title5">Buying more products</h2>
<div class="body">
<p class="p">If your account allows it, you can purchase additional products directly from the Manage
Subscription page.</p>
<p class="p"><strong class="ph b">To buy more products</strong>:</p>
<ol class="ol" id="topic_ndg_cb5_fkb__ol_b2x_4g3_gkb">
<li class="li">On the <strong class="ph b">Manage subscription</strong> page, click the <strong class="ph b">More products</strong> tab.<p class="p">A list of
additional products that you can purchase for your account appears.</p>
<p class="p"><img class="image img-screenshot" id="topic_ndg_cb5_fkb__image_fdt_qdc_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_more_products_without_sell.png" width="730"></p>
<p class="p">The choices
you see in the <strong class="ph b">More products</strong> 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. </p>
<p class="p">In some cases,
the <strong class="ph b">More products</strong> list can be long. You can use the product category filter at
the top of the list to narrow down your choices. </p>
</li>
<li class="li">Select the product categories you want to view. <p class="p"><img class="image img-screenshot" id="topic_ndg_cb5_fkb__image_qp2_24w_cdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_billing_more_products_categories.png" width="600"></p>
</li>
<li class="li">To buy an additional product or add-on, click <strong class="ph b">Choose plan</strong> (to add a new product)
or <strong class="ph b">Manage plan</strong> (to make additions to an existing plan), then click <strong class="ph b">Add to
subscription</strong>. <p class="p">To learn more about a product or add-on before you buy, click
<strong class="ph b">See details</strong>.</p>
<p class="p"><img class="image img-screenshot" id="topic_ndg_cb5_fkb__image_mg1_d2c_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_more_products_detail.png" width="500"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_e15_nnt_fkb">
<h2 class="title topictitle2" id="ariaid-title6">Changing the billing cycle</h2>
<div class="body">
<p class="p">If you have a self-service account, you can change your billing cycle. Substantial
discounts are available if you pay annually instead of monthly.</p>
<p class="p"><strong class="ph b">To change your billing cycle</strong>:</p>
<ol class="ol" id="topic_e15_nnt_fkb__ul_crm_q3j_gkb">
<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"> 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. Contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to change your billing
cycle.</p>
</li>
<li class="li">On the <strong class="ph b">Manage subscription</strong> page, locate the <strong class="ph b">Summary</strong> pane.</li>
<li class="li">Select <strong class="ph b">Monthly</strong> or <strong class="ph b">Annual</strong> from the <strong class="ph b">Billing cycle</strong> toggle.<p class="p"><img class="image" id="topic_e15_nnt_fkb__image_alq_x2c_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_cycle_toggle.png" width="300"></p>
<p class="p">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.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_eqs_tkt_fkb">
<h2 class="title topictitle2" id="ariaid-title7">Who can purchase?</h2>
<div class="body">
<p class="p" dir="ltr">This section describes some of the rules for buying Zendesk products and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881540506" target="_blank">adding agent seats</a>. These rules vary depending on your account
type and the product plan you have purchased.</p>
<div class="p">
<ul class="ul" id="topic_eqs_tkt_fkb__ul_ukq_2fc_34b">
<li class="li" dir="ltr">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 <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>. </li>
<li class="li" dir="ltr">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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846875034" target="_blank">About Zendesk Suite plans</a>. </li>
<li class="li" dir="ltr">Users with admin permissions can view the Subscription page to see what
Zendesk products are available on their account. The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634" target="_blank">account owner</a> or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">billing admin</a> can make subscription changes. Admins in
sales-assisted accounts who don’t have billing permission, can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828513434" target="_blank">request subscription changes</a>.</li>
<li class="li" dir="ltr">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.</li>
<li class="li" dir="ltr">Customers can buy most products directly from the Subscription page or
Zendesk website without going through a trial. </li>
</ul>
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