Beginning on September 19, 2016, we're gradually migrating accounts to an updated and improved billing system.
This migration is done via internal migration tools and is transparent to customers. However, there are some key differences which you might want to take note of.
For general info about Zopim billing, see Zopim billing FAQs.
Sales taxes for US-based accounts
Subscriptions to the Zendesk service are subject to sales tax in certain US states. Beginning in September 2016, Zendesk began collecting sales tax in impacted jurisdictions. As such, Zendesk's listed subscription prices do not include sales tax, so the tax appears as an additional charge on your invoice.
If you have further questions about the specific tax rates or feel that your organization has been incorrectly assessed or is exempt from state sales tax, please have your account owner reach out to Zendesk finance at email@example.com and someone from our team will get back to you as soon as possible.
Mid-contract term changes to plans and agents
Mid-contract term upgrades which may include adding more agents to a chat plan or upgrading a chat plan will take effect immediately. However mid-contract downgrades will take place at end of the current contract term. The effective date of start of plan changes will be communicated on the billing subscription page while making plan changes.
Accessing old invoices for accounts created before June 2016
Old invoices will not be available in our new billing system but you can request them by contacting firstname.lastname@example.org and specifying month / year of the required invoice. You may also want to ask your your account’s billing contact / account owner to search for chat service invoices in their email account since all the invoices are emailed to them when they are generated in our legacy billing system.
PayPal payment method
If you have been using PayPal as payment method, you will be required to update payment details. Owners and Admins of the account will start seeing a prompt to update the payment method after your account is migrated. Please click on "Update payment details" button on the prompt to update your payment method.
Other questions or special situations
Our team is actively reaching out to customers with these situations to help with the transition. If you have additional questions or concerns, reach out to email@example.com.