How to buy agents - YouTrack Server
For new clients
Customers should buy a new Server license with a specific user-pack first, and then you can use the license “Upgrade” option to add more agents.
How to:
Step 0. Decide on how many users and agents a customer needs. Each support agent also requires a user license. So, the number of users should be more or equal to the number of support agents.
- How many agents does the customer need?
- Should support agents be among the existing users, or does the customer need to add agents as additional users, too?
Note. In case a customer needs up to 10 agents but the total number of users is 10 or less, you can proceed with this specific case as described in the relevant section below.
Step 1. Create the new paid Server license.
- Go to the client profile and click on the Quote button:
- Open the licenses list by using the “+ New” command:
- Choose the desired user-pack from the list and add it to the quote:
Step 2. Add agents to the subscription.
When a customer pays for the new license, you can add agents to their subscription, as described below for existing customers.
For existing customers
The section below explains how to add support agents in the middle of the active paid subscription period. The first thing you need to do is identify the number of users and agents that the customer needs:
- How many agents does the customer need?
- Should support agents be among the existing users, or does the customer need to add agents as additional users to the subscription?
If a customer needs support agents among the existing users, or in other words - the required number of agents is less or equal to the maximum number of available users in the customer user pack, you can upgrade the existing subscription by adding more agents there.
How to:
- Open the client profile, go to the “License track” menu item, and choose the existing client license:
- Upgrade the existing subscription by adding more agents:
- Specify the required number of agents and proceed with the quote creation:
Note that agents are added on a price-per-agent basis. Additional support agents are available only for at least one year from the purchase date. To add agents in the middle of the existing subscription period, the customer needs to extend the subscription for a user-pack as well for at least a year. The quote for adding agents will include the price for additional agents and the price for extending the upgrade subscription for a chosen user pack for at least a year starting from the purchase date.
If a customer needs more agents than the maximum number of users in their subscription, or agents are needed as additional users, they should upgrade the subscription to a larger user pack first and then proceed with adding agents as described above. It should be done by the “Upgrade” option of the customer's existing license in JetSales instead of getting a quote for a new license.
How to:
Step 1. Upgrade subscription to a larger user pack.
- Open the client profile, go to the “License track” menu item, and choose the existing client license:
- Choose the license and get the necessary quote for the upgrade using the “Upgrade” option and proceed with the quote creation:
Step 2. Add agents to the upgraded subscription.
Wait for the payment from the customer. Then, the license is paid for, and the process described above is followed to add agents to the subscription.
Paid agents subscription with a free plan with 10 users or less
In case a customer needs up to 10 agents but the total number of users is 10 or less, paid agents can be added to the free plan for 10 users. The quote will include only the price for the support agents for a year starting from the purchase date. The users will remain free since the total number does not exceed 10.
How to:
- Go to the client profile and click on the Quote button:
- Open the licenses list by using the “+ New” command:
- Choose the license specified on the screenshot below and proceed with quote creation:
