Plan requirement
| Subscription | Any plan |
| Access | Owner |
Billing permission is a list of named admins, not a switch. Only the account owner can add to it, and it decides who may change the subscription.
Check first that your account has them. A managed account cannot create billing admins at all, and if you buy Zendesk through us that is the account you have. Open Account > Billing > Subscription: no Manage button at the top means everything below does not apply to you, and subscription changes run through us instead.
Name your billing admins
- Sign in as the account owner.
- In Admin Center, click Account and select Billing > Contacts.
- Click Add billing admins and select the admins you want. Their email address has to be verified.
- Click Save, and tell them they now have it.
To take it away, open the same page, click the options menu next to the person and select Remove. Another billing admin cannot do either; the owner has to.
What a billing admin may do
The same as the account owner on the subscription: add agent seats, buy products, extend the subscription. Two things stay with the owner alone.
| Cancelling | A billing admin cannot cancel a product or the account. |
| Payments | Managing payment stays with the owner. |
The permission crosses products: a billing admin can update the subscription for every product, including ones they are not an admin for.
Who is eligible
Only Support admins can be given billing permission, and the account needs Support or Suite. An admin in another product has to be a Support admin first.
Admins without it can still ask
- In Admin Center, click Account and select Billing > Subscription.
- Click Manage, make the change, for instance more agent seats, and click Submit request.
- Follow it on the Requests tab of the same page.
The account owner and the billing admins get the request and approve or reject it. Zendesk sends the owner an automated email, which is easy to miss, so tell them yourself as well. One request at a time.
Which way round to set it up
Requests suit an organisation where the owner carries the budget and wants to see each change. Naming a billing admin suits a team where the owner and the admin are effectively the same function, and it removes the wait.
The combination that fails is requests plus an owner who is not watching. Changes stall, people work around it, and somebody ends up sharing a login.
Review it after a change of owner
The list stays as it was; the person behind it changes. A new owner should know that requests land with them and that the old owner may still be a billing admin.
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