Adding agent seats to your subscription

Location: Admin Center > Account > Billing > Subscription

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.

If you have an on-assisted or self-service account,
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.

Note: Adding and removing agent seats has an impact of the amount of data and file
storage available in your account. See Default storage limits for
details.
This article includes the following topics:


Purchasing or removing agent seats from the Subscription page
Adding agents on-the-fly
Adding agent seats when the last seat is used


Related articles:
Managing agent seats for
Support
Adding agents and
admins
About team member product roles
and access




Purchasing or removing agent seats from the Subscription page

To help you manage agent subscriptions and payments for your Zendesk
products, use the Subscriptions page in Admin Center to view all
available plan subscriptions.

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 About Zendesk account types for billing
and subscription management.
You must be a Zendesk account owner or billing admin to purchase or
remove agent seats. Admins who are not the account owner or a billing admin
can request a subscription change to
add additional agent seats.


Adding agent seats for online-assisted accounts

Customers with Zendesk online-assisted accounts can use the
Subscription page to purchase agent seats.

To add agent seats

In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click Manage. A Manage Subscription page appears.
This page shows the number of agent seats available for
each Zendesk product you have in your account.
If
you don't see a Manage button on the Subscription
page, then you don't have permission to make changes.
Instead, contact your sales representative or contact
Zendesk Customer
Support to make changes to your account.


Add the number of agents seats you need, then click Process
order.





Updating agent seats for self-service accounts

Customers with self-service accounts can add agent seats from
the Subscription page. You can also use this process to remove agent
seats.
To update agent seats

In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click Manage. A Manage Subscription page appears.
This page shows the number of agent seats available for
each Zendesk product you have in your account.

Update the number of agent seats you need by editing the
Seats field to increase the number of seats.


Click Update subscription.




Removing agent seats for self-service accounts

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 Customer Service
Agreement.

Important: If you're removing seats that agents are currently
using, follow the steps outlined in downgrading and removing an
agent first. Otherwise, if your account has more agents
than your subscription allows, your most recently added agents will be
downgraded to end users.
To remove agent seats


In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click Manage. A Manage Subscription page
appears. This page shows the number of agent seats
available for each Zendesk product you have in your
account.

Update the number of agent seats you need by editing the
Seats field to reduce the number of seats.


Click Update subscription. 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.


Click Update to confirm the removal.






Adding agents on-the-fly

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 type of account, you can add
agent seats using the following methods:

For online-assisted accounts
and self-service accounts, you
can instantly add more agent seats from the Team members 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.
For managed accounts 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.
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.


Note: If you're an account owner or billing admin and you're not able to use the
steps in this section, try purchasing seats from the Subscription
page or contact your sales representative or
Zendesk Customer Support to buy
more agent seats.
To add agent seats on-the-fly
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 request a subscription change to
add additional agent seats.
You can instantly add agent seats from the Team members page.

In Admin
Center, click
People in the sidebar, then select Team > Team
members.
Click Add more seats.

Note: You can also use the +Add >
User 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.

Enter the number of agent seats you want to add and click Buy
seats.
If you are an
admin who isn't the account owner or a billing admin, you'll see
a Request agent seats button instead of a Buy
seats button.
When you're buying more seats,
make sure you enter only the number of additional seats
you want to add, not the total number of seats you need in your
account.
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.
This example shows seat additions for multiple
products. Click the expander (^) to show and hide additional
purchasing details.

When the seat
purchase is complete, a success message appears.






Adding agent seats when the last seat is used

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 request a subscription change to
add more agent seats.
In online-assisted accounts and self-service accounts, you can use the
Manage seats link in the notification to directly access a
subscription page to buy more seats. See the example below.
To buy more seats when the last seat is used

When the last seat notification appears, click Manage
seats.
You'll see a
subscription page to add more seats.


Enter the number of seats you want to add, then click Buy
seats. If you are an admin who isn't the account owner or a
billing admin, you'll see a Request agent seats button
instead of a Buy seats button.

When you're
buying more seats, make sure you enter only the number of
additional seats you want to add, not the total
number of seats you need in your account.