Organizations subscribed to Enterprise without AI or an eligible legacy plan with agent-based billing can request an increase or reduction in their subscribed agent seats.

The following AI-enabled plans include unlimited human agents and do not require agent-seat changes:

• Scale with AI
• Momentum with AI
• Enterprise with AI

This article explains how organizations with an agent-based subscription can request a seat increase or reduction and prepare their active-agent count before requesting a reduction.

Prerequisites

Before requesting an agent-seat change, ensure that:

• The organization uses Enterprise without AI or an eligible legacy plan with agent-seat billing.
• You have access to Admin Center > Billing and Subscription.
• You know the number of agent seats you want to add or retain.
• For a seat reduction, you have deactivated the agents you no longer require.

Change the Number of Agent Seats

Organizations with an agent-based subscription can request an increase or reduction in the number of subscribed agent seats.
If you are reducing the seat count, deactivate the agents you no longer require before submitting the subscription-change request. The remaining number of active agents must not exceed the number of seats you want to retain.

Deactivate Agents Before Reducing Seats

Before requesting a reduction:

1. Identify the agents you no longer require.
2. Review and reassign their active tickets where necessary.
3. Deactivate the agents.
4. Confirm that the remaining active-agent count does not exceed the requested seat count.

For detailed instructions, explore How to Deactivate an Agent.

Request an Agent-Seat Change

To request an increase or reduction in agent seats:

1. Sign in to the BoldDesk Agent Portal.

2. Open the Admin Center.

3. Under General, select Billing and Subscription.
   

   
   
   

4. Under Plan Details, locate No. Of Agents.

5. Click Add Agents +.
   

   
   
   

6. In the Update Subscription dialog, click our support team.
   

   
   
   

7. BoldDesk redirects you to the BoldDesk Support portal.

8. Submit a support request containing:

   • Whether you want to increase or reduce the agent-seat count.
   • The active BoldDesk plan.
   • The current number of subscribed agent seats.
   • The number of seats you want to add or retain.
   • Confirmation that unnecessary agents have been deactivated, when requesting a reduction.

9. Follow the instructions provided by BoldDesk Support to complete the subscription change.

Add Agents After Increasing Seats

After BoldDesk Support adds the requested seats to the subscription, create or activate the required agent accounts.

For instructions, explore How to Add New Agents in the Agent Portal.

Agent-Seat Billing Considerations

For Enterprise without AI and eligible legacy plans with agent-seat billing:

• Billing is based on the subscribed agent-seat count.
• Deactivating an agent does not automatically reduce the subscribed seat count.
• Billing continues at the existing seat count until the reduction request is completed.
• Additional charges may apply when seats are increased during an active subscription period.
• Available seat quantities and effective dates depend on the active subscription and the change confirmed by BoldDesk Support.
• Using fewer active agents than the subscribed seat count does not automatically reduce the subscription charge.

Troubleshooting

Add Agents Is Not Available

1. Review the active plan under Admin Center > Billing and Subscription.
2. Confirm that the organization uses Enterprise without AI or an eligible legacy plan with agent-seat billing.
3. Confirm that you have access to the billing settings.
4. Contact BoldDesk Support if the plan uses agent-seat billing but Add Agents + is unavailable.

The option is not required for Scale with AI, Momentum with AI, or Enterprise with AI, because these plans include unlimited human agents.

The Seat Count Cannot Be Reduced

Deactivate enough agents so that the active-agent count does not exceed the number of seats you want to retain. Then submit the reduction request to BoldDesk Support.

The Subscription Charge Has Not Changed

Deactivating agents does not change the subscribed seat count. The subscription charge changes only after BoldDesk Support completes the seat-reduction request.

Frequently Asked Questions

1. Which plans support agent-seat increases and reductions?
   The workflow applies to:

   • Enterprise without AI
   • Eligible legacy plans that continue to use agent-seat billing

   The available options for a legacy plan depend on the organization’s existing subscription.

2. Do Scale with AI, Momentum with AI, or Enterprise with AI require additional agent seats?
   No. These plans include unlimited human agents.

3. Can customers on legacy plans add or reduce agent seats?
   Eligible legacy plans with agent-seat billing may continue to support seat changes. Contact BoldDesk Support to confirm the seat quantities and terms available for the organization’s existing subscription.

4. Can I change the agent-seat count directly in BoldDesk?
   No. Open Admin Center > Billing and Subscription, click Add Agents +, and select our support team in the Update Subscription dialog.
   BoldDesk Support will process the requested subscription change.

5. What should I do before requesting a seat reduction?
   Deactivate the agents you no longer require. The remaining active-agent count must not exceed the number of seats you want to retain.
   Review and reassign the affected agents’ active tickets where necessary.

Related Articles

1. How to Manage Agents in BoldDesk
2. How to Manage Billing Cycles and Agent Seats in BoldDesk
3. How to Add New Agents in the Agent Portal
4. How to Deactivate an Agent