About Zendesk account types for billing and subscription management

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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">For billing and subscription management, Zendesk supports two types of accounts
that allow you to make changes from the Subscription page in Admin Center. For details on the
changes you can make for each account type, see <a class="xref" href="#topic_zwj_5cb_ynb">Subscription changes available in Admin Center</a>.</p>
<ul class="ul" id="topic_onl_22l_mbb__ul_vkd_4cb_ynb">
<li class="li" dir="ltr">
<strong class="ph b">Sales-assisted accounts</strong>: With sales-assisted accounts, most billing and
subscription changes are managed by Zendesk, with a few important exceptions. <ul class="ul" id="topic_onl_22l_mbb__ul_kl4_ygq_xgc">
<li class="li">Sales-assisted accounts that are fully managed by Zendesk are called <em class="ph i">managed</em>
accounts. You can’t make changes to this type of account without contacting a sales
representative or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>. Changes are not available from the
Subscription page in Admin Center.</li>
<li class="li">Eligible sales-assisted accounts, called <em class="ph i">online-assisted accounts</em>, allow you to
make some, but not all, changes using the Subscription page in Admin Center. You can add
agent seats, buy additional products, and upgrade your plan type, but you can't
downgrade your plan type or cancel products.</li>
</ul>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Self-service accounts</strong>: With <em class="ph i">self-service accounts</em>, customers can
fully manage their own billing and subscription changes for eligible products and features
without requiring help from Zendesk. </p>
</li>
</ul>
<p class="p" dir="ltr">Any user with admin permissions can view their account subscription to see what
Zendesk products are included in their account, but 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 subscription changes. Non-billing admins on
sales-assisted accounts can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828513434" target="_blank">request</a> subscription changes. </p>
<p class="p">This article contains the following sections: </p>
<ul class="ul" id="topic_onl_22l_mbb__ul_f3g_kjh_zgb">
<li class="li"><a class="xref" href="#topic_zwj_5cb_ynb">Subscription changes available in Admin Center</a></li>
<li class="li"><a class="xref" href="#topic_yng_2db_ynb">What type of account do I have?</a></li>
</ul>
<p class="p"><strong class="ph b">Related topics</strong></p>
<ul class="ul" id="topic_onl_22l_mbb__ul_a2n_vyb_wnb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666-" target="_blank">Viewing and managing plan subscriptions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839355034" target="_blank">Buying Zendesk products</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zwj_5cb_ynb">
<h2 class="title topictitle2" id="ariaid-title2">Subscription changes available in Admin Center</h2>
<div class="body">
<p class="p">The following table show subscription changes you can make with managed accounts, eligible
sales-assisted accounts, called online-assisted accounts, and self-service accounts.</p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_zwj_5cb_ynb__simpletable_wh1_ly4_ynb" summary="">
<col style="width:55.865921787709496%">
<col style="width:13.966480446927374%">
<col style="width:16.201117318435752%">
<col style="width:13.966480446927374%">
<thead>
<tr class="sthead">
<th class="stentry" id="d52e138" style="vertical-align:bottom;text-align:left;">Feature</th>
<th class="stentry" id="d52e141" style="vertical-align:bottom;text-align:left;">Managed accounts</th>
<th class="stentry" id="d52e144" style="vertical-align:bottom;text-align:left;">Online-assisted accounts</th>
<th class="stentry" id="d52e147" style="vertical-align:bottom;text-align:left;">Self-service accounts</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Add agent seats</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">Yes</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Remove agent seats</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Add available products and add-ons </td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">Yes</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Remove products</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Upgrade existing plans</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">Yes</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Downgrade existing plans</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Change the billing cycle</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Change the payment type</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Manage invoices</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Cancel the account</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Create billing admins to help manage billing and subscriptions</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">Yes</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">Yes</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e138" style="vertical-align:top;">Allow non-billing admins to submit subscription requests</td>
<td class="stentry" headers="d52e141" style="vertical-align:top;">No</td>
<td class="stentry" headers="d52e144" style="vertical-align:top;">Yes</td>
<td class="stentry" headers="d52e147" style="vertical-align:top;">No</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yng_2db_ynb">
<h2 class="title topictitle2" id="ariaid-title3">What type of account do I have?</h2>
<div class="body">
<p class="p" dir="ltr">The Zendesk billing interface is designed to help you through the account
management process by only showing subscription options that are available to your account. </p>
<p class="p" dir="ltr">You can view your subscription to see what type of account you have. The
subscription page shows your current plan subscription, including the Zendesk products you
have purchased, the product plan type, and the number of agent seats.</p>
<p class="p"><strong class="ph b">To see your account type</strong></p>
<ol class="ol" id="topic_yng_2db_ynb__ol_opt_y2b_ynb">
<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" dir="ltr">If you don’t see a <strong class="ph b">Manage</strong> button at the top of
the subscription page, you have a special, managed account. You can’t make any changes
to this account without contacting a sales representative or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> .</p>
<p class="p"><img class="image" id="topic_yng_2db_ynb__image_cyx_ggb_ynb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_account_managed.png" width="600"></p>
<p class="p">If you have an eligible sales-assisted
account, you can add agents, upgrade plans, and buy additional products, but you can't
make other subscription changes like changing the billing cycle. See <a class="xref" href="#topic_zwj_5cb_ynb">Subscription changes available in Admin Center</a>. </p>
<p class="p"><img class="image" id="topic_yng_2db_ynb__image_nhf_5xk_z4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_+plan_type_sales_assisted.png" width="600"></p>
<p class="p">If you have a self-service account, you’ll
see that you can add agents, upgrade plans, buy additional products, in addition to
other changes. For a complete list, see <a class="xref" href="#topic_zwj_5cb_ynb">Subscription changes available in Admin Center</a>.</p>
<p class="p"><img class="image" id="topic_yng_2db_ynb__image_bvj_lgb_ynb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_account_self_serve.png" width="450"></p>
</li>
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