Plan requirement
| Subscription | Any plan |
| Access | Admin |
For account owners: what arrives, what to ask before approving, and why a stale queue is worse than no queue.
Review them
- Open Admin Center, then Account, then Billing, then Subscription.
- Read the pending requests.
- Approve or decline, with a reason.
- Tell the requester either way.
Three questions before approving
- Is there an unused seat? Check last sign-in dates first; the answer is often yes.
- Does this person need a full agent seat or a lighter role?
- Is this permanent or for a project? Seats are easy to add and hard to remove before renewal.
Answer quickly, even when the answer is no
A request sitting for two weeks blocks somebody's work, and they will solve it another way: sharing a login, working from a personal account, or doing the job outside Zendesk.
Each of those is worse than the seat would have been.
Say why when you decline
"We have two unused seats, deactivate one of those" is actionable. Silence gets read as a no with no route forward, and it recurs next month.
Watch the pattern, not the request
Repeated requests from one team usually mean the team grew or the process changed. That is worth a conversation rather than another individual approval.
Review the queue on a rhythm
Weekly is enough. Requests do not notify loudly, and an owner who checks only at renewal will find requests from three months ago.
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