Adding Seats for Your Agents or Changing Your Kayako Plan to a Different Tier

Overview

Before your agents can start using Kayako to provide support to your customers, you'll first need to get your team set up with staff (agent or admin) user accounts. You will need to purchase a seat in your subscription plan for each agent or administrator user you want to create. Therefore, the number of staff user accounts (agent or administrator) you can create in your Kayako is dependent on the number of seats you purchased. 

Diagnosis

If your team is expanding and you wish to add more seats so you can create additional user accounts, you may update your billing information by going into the account section of the administration panel. From there, you can set the number of seats you want to avail for your Kayako plan or you can also adjust your plan to a different tier that matches your need. There's no need for you to contact the support team.

However, if you have special discounts or want to discuss pricing, you need to reach out to our Sales team by sending an email to Sales@kayako.com since the customer support team is unable to discuss sales or pricing-related concerns.

Prerequisite

• To update your billing information to add more seats in Kayako, you will need to log in using the owner's account.

Solution

1. Log in to Kayako and go to the admin panel.

2. Click Plans at the bottom of the sidebar.

   Note: If for some reason you are unable to access the Plans page, please refer to the steps in the article Kayako Plan Menu Page is Not Loading, which also explains how we can assist you in adding additional seats or changing the Kayako plan if you are unable to do so.

3. From there, you can adjust the number of seats and the level of your plan (standard, gold, or platinum).

   

4. Once you're done making the changes, click Update Subscription.

NOTES:

• If you reduce the number of seats on your Kayako plan, you will need to disable any agents in excess of your new allowance, before you make the change.
• When you reduce seats or move from an annual to a monthly payment plan, there is no credit or refund for payments you've made earlier.

<supportagent>If a customer is unable to add/remove new seats you can fulfill their request following Adding and removing seats/agents from a subscription. If they want to change their rate plan, please escalate the issue to Billing as described in the Kayako Routing Table.</supportagent>

Confirmation

Once you have successfully added more seats to your account, the system will allow you to create additional user accounts for your agents or admins.