By default, the number of seats is based on the total number of active agents and admins in your Zendesk account. Alternatively, you can control and limit the number of active and billed seats by following this guide.

Our billing system refreshes the number of active seats automatically, on a daily basis.

Scenario 1: number of active seats increases mid-cycle

If the number of seats goes up, the prorated amount will be added to your next monthly invoice. 

Example: Imagine you have a 10 agent team on a plan with monthly billing, meaning your monthly bill is 10 x $25 = $250.

Then, 20 days into the billing cycle, you add another 3 agents, who can access Easy Ticket AI for the last 10 days of that month.

Your next monthly bill therefore is (13 x $25) + (3 x 10/30 x $25) = $325 + $25 = $350.

$325 covers the next month for all 13 active agents, while $25 covers the last 10 days of the current month.

Scenario 2: number of active seats decreases mid-cycle

In this case, you will be credited the unused capacity on your next monthly invoice. We do not offer refunds.

Example: Imagine you have a 10 agent team on a plan with monthly billing, meaning your monthly bill is 10 x $25 = $250.

Then, 20 days into the billing cycle, you remove 3 agents, who no longer have access to Easy Ticket AI for the last 10 days of that month.

Your next monthly bill therefore is (7 x $25) - (3 x 10/30 x $25) = $175 - $25 = $150.

$175 covers the next month for all 7 active agents, and $25 has been credited for the unused capacity in the current month.

Edge cases

• If you're on an annual billing plan and add agents during the cycle, we reserve the right to immediately charge the pro-rated amount related to the added seats, covering the rest of the billing period, to prevent abuse.
• If you decrease the number of seats by more than half, such that the unused capacity is worth more than your next invoice, the credits will continue to offset your future invoices until fully used.