Managing agent seats in your BoldDesk subscription helps keep the subscription aligned with your support team’s requirements. You can request an increase or reduction in agent seats through the Billing and Subscription page.

For reductions, first deactivate the agents you want to remove so that the number of active agents matches the number of seats you want to retain. You can then contact the BoldDesk Support team to request the subscription change.

This article explains how to request an increase or reduction in agent seats and how the change affects billing.

Prerequisites

Before requesting an agent-seat change, ensure that:

• You know the number of agent seats you want to add or retain.
• For an agent-seat reduction, you have deactivated the agents you no longer require.

Change the Number of Agent Seats

You can request an increase or reduction in the number of agent seats included in your BoldDesk subscription. If you are reducing the agent-seat count, deactivate the agents you no longer require before submitting the subscription change request. After completing the applicable preparation, contact the BoldDesk Support team through the Billing and Subscription page.

Deactivate Agents Before Reducing Agent Seats

If you want to reduce the number of agent seats, first deactivate the agents you want to remove. The remaining number of active agents should match the number of seats you want to retain.

For instructions, learn more on How to Deactivate an Agent.

Request an Agent-Seat Change

Use the following steps to request an increase or reduction in the number of agent seats:

1. Sign in to your BoldDesk account.

2. Go to 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. You will be redirected to the BoldDesk Support portal.

8. Submit a support request containing the following information:

   • Whether you want to increase or reduce the agent-seat count
   • Your current number of agent seats
   • The number of agent seats you want to add or retain

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

Add Agents After Purchasing Additional Seats

After additional agent seats are added to your subscription, add the required agents to your BoldDesk account.

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

Agent-Seat Billing Considerations

Consider the following before changing the agent-seat count:

• Deactivating an agent does not automatically reduce the subscribed agent-seat count.
• You will continue to be billed based on the subscribed agent count until the requested subscription reduction is completed.
• If you purchase seats for a specific number of agents, billing is based on that subscribed number even when fewer agents are active.
• Agent seats may be available only in predefined team sizes, depending on the selected subscription plan.
• Discount codes can be applied only when starting a new subscription. They cannot be applied to an existing subscription upgrade, such as adding agent seats.

Frequently Asked Questions

1. Can I increase the number of agent seats in my BoldDesk subscription?
   Yes. Go to Admin Center > Billing and Subscription, click Add Agents +, and contact the BoldDesk Support team through the Update Subscription dialog.

2. Can I change the agent-seat count directly from the Billing and Subscription page?
   No. The current interface redirects you to the BoldDesk Support portal, where you can submit a subscription upgrade or downgrade request.

3. What should I do before requesting a reduction in agent seats?
   Deactivate the agents you no longer require so that the number of active agents matches the number of seats you want to retain. Then, contact the BoldDesk Support team to request the reduction.

4. Does deactivating an agent automatically reduce my subscription charges?
   No. Deactivating an agent does not change the subscribed agent-seat count. You must contact the BoldDesk Support team to request a subscription reduction.

5. Will I continue to be charged for deactivated agents?
   Billing continues according to the subscribed agent-seat count until the requested subscription change is completed.

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