About Zendesk account types for billing and subscription management

Location: Admin Center > Account > Billing > Subscription

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 Subscription changes available in Admin Center.


Sales-assisted accounts: With sales-assisted accounts, most billing and
subscription changes are managed by Zendesk, with a few important exceptions.
Sales-assisted accounts that are fully managed by Zendesk are called managed
accounts. You can’t make changes to this type of account without contacting a sales
representative or Zendesk Customer Support. Changes are not available from the
Subscription page in Admin Center.
Eligible sales-assisted accounts, called online-assisted accounts, 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.



Self-service accounts: With self-service accounts, customers can
fully manage their own billing and subscription changes for eligible products and features
without requiring help from Zendesk.


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 account owner or a billing admin to make subscription changes. Non-billing admins on
sales-assisted accounts can request subscription changes.
This article contains the following sections:

Subscription changes available in Admin Center
What type of account do I have?

Related topics

Viewing and managing plan subscriptions
Buying Zendesk products



Subscription changes available in Admin Center

The following table show subscription changes you can make with managed accounts, eligible
sales-assisted accounts, called online-assisted accounts, and self-service accounts.







Feature
Managed accounts
Online-assisted accounts
Self-service accounts




Add agent seats
No
Yes
Yes


Remove agent seats
No
No
Yes


Add available products and add-ons
No
Yes
Yes


Remove products
No
No
Yes


Upgrade existing plans
No
Yes
Yes


Downgrade existing plans
No
No
Yes


Change the billing cycle
No
No
Yes


Change the payment type
No
No
Yes


Manage invoices
No
No
Yes


Cancel the account
No
No
Yes


Create billing admins to help manage billing and subscriptions
No
Yes
Yes


Allow non-billing admins to submit subscription requests
No
Yes
No






What type of account do I have?

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.
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.
To see your account type

In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click Manage. If you don’t see a Manage 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 Zendesk Customer Support .

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 Subscription changes available in Admin Center.

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 Subscription changes available in Admin Center.