Plan requirement
| Subscription | Any plan |
| Access | Admin |
Where to see exactly what you have, which answers most questions about a setting you cannot find. The plan is your level; add-ons sit on top of it.
Check it
- Open Admin Center, then Account, then Billing, then Subscription.
- Read the plan name and level.
- Read the add-ons listed separately.
- Note how many agent seats you have and how many are used.
Plan and add-ons are different things
The plan is your level: Suite Team through Enterprise Plus, or a standalone Support plan. Add-ons sit on top and are bought separately: Copilot, Workforce Management, Quality Assurance and Contact Center among them.
AI agents - Advanced was one of these, and it no longer is. From 11 May 2026 Zendesk began rolling out a single AI agent offering, and what the add-on used to gate is now included across the Suite and Support plans: agentic reasoning, multi-step procedures and calls out to external APIs. So an account still listing it is looking at history rather than at something to renew.
A feature can be missing because the plan is too low or because an add-on is absent, and those have different answers.
Why a setting is not there
The plan is the first thing to check. Documentation describes every level, so an instruction can be perfectly correct and describe something you do not have.
Checking here first is quicker than searching for a menu that does not exist.
Suite or standalone
Suite bundles the products; standalone Support is Support alone with others bought separately. It changes what "Professional" means, so knowing which you are on matters when reading any requirement.
Watch the seat count
Used against purchased. This is where you notice you are paying for people who have left, and it is a two-second check on a page you are already looking at.
If you are unsure what you should have
Ask pluscloud support and we will confirm what is on your account and what it enables.
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