Plan requirement
| Subscription | Any plan |
| Access | Owner |
Yes, and the cheapest route is usually their old mailbox. Only the current owner can hand ownership over, so getting into that account is what solves it.
How do I transfer it when they have gone?
First, try their mailbox
Work with whoever runs your email to reach the former owner's address, then run a password reset on their Zendesk account. Signed in as them, the transfer takes a minute.
People skip this because it feels like a workaround. It is the documented first step.
The transfer itself
Where billing admins exist, the new owner has to be one, with a verified email address. Find them in the list, click the options menu beside them, select Make account owner and confirm with Change owner.
A managed account has none, so ownership passes to another admin instead. The steps are the same.
If the mailbox is gone too
Then it becomes a security review, needing evidence that your organisation controls the account. Ask us and we take it forward with you. Expect it to take longer than a support question, because the checks are the point. Do not work around it by creating accounts in the former owner's name.
What is blocked meanwhile?
Plan changes, seat changes and billing. Everyday support work carries on, which is why this goes unnoticed until a renewal makes it urgent.
Have these ready
- Who should become the owner, with a verified email address.
- Evidence of your organisation's control of the account.
- Confirmation that the previous owner has left.
Prevent the next one
Check who the owner is today. If it is somebody who might leave, transfer it now and put it on the leaver checklist.
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