Adding agents to your Zendesk account is a crucial step in managing customer interactions efficiently. Depending on your subscription type, the process for adding agents may vary. In this guide, we’ll walk you through the steps for each subscription type, whether you’re with SuccessCX, have a managed account with Zendesk, or are on a self-service plan.

This guide covers the following topics:

• Understanding Your Zendesk Subscription Type
• Adding Agents with SuccessCX Subscription
• Adding Agents with a Managed Zendesk Account
• Adding Agents in a Self-Service Zendesk Account

Understanding Your Zendesk Subscription Type

Before adding agents, it’s important to identify your Zendesk subscription type. Here are the three main categories:

• SuccessCX Subscription: Managed through SuccessCX, we're a Zendesk partner providing specialised support and services.
• Managed Zendesk Account: Directly managed by Zendesk Account Executives (AEs).
• Self-Service Account: Independent management through Zendesk’s online platform without direct account management support.

Identifying your subscription type helps you understand the appropriate steps and contacts required for adding agents.

Adding Agents with SuccessCX Subscription

If your subscription is through SuccessCX, you’ll need to contact us for any modifications, including adding agents. Please initiate your request by submitting your request with us here:

• Submit a request

Adding Agents with a Managed Zendesk Account

If you have a managed account directly with Zendesk, you can contact your Zendesk Account Executive (AE) to add agents.

• NOTE: If you are unsure who your AE is or have trouble getting in touch with them, please reach out to us here at SuccessCX with your request & let us know the issue. We will then reach out to your AE on your behalf and have them make contact with you directly. 
  • Submit a request

Adding Agents in a Self-Service Zendesk Account

For self-service accounts, you have the flexibility to add agents directly through your Zendesk interface. Here’s how you can do it:

1. In Admin Center, click Account in the sidebar, then select Billing > Subscription.
   Click Manage.
2. A Manage Subscription page appears. This page shows the number of agent seats available for each Zendesk product you have in your account.
3. Update the number of agent seats you need by editing the Seats field.
4. Click Update subscription.

Adding agents to Zendesk is a straightforward process once you understand your subscription type and the necessary steps involved. Whether you are part of the SuccessCX family, working with a Zendesk managed account, or using a self-service account, this guide has you covered.

By following the outlined procedures, you can efficiently manage and scale your customer support team, ensuring your agents are set up for success. For additional assistance, don’t hesitate to reach out to SuccessCX or your Zendesk AE.