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How to manage licences

Updated

This guide shows you how to manage Zendesk licences in mit.available.dk.

Prerequisites

  • You must be logged in to mit.available.dk
  • You must have the tenant:licenses:view permission to view licences
  • You must have the tenant:licenses:manage permission to create or cancel licences

Accessing the licences page

  1. Log in to mit.available.dk
  2. Click "Products" in the navigation menu
  3. Select "Licences" from the dropdown menu

You can also go directly to /licenses.

Viewing existing licences

On the licences page you can see:

  • Active licences - Licences that are in use
  • Licence requests - Requests awaiting approval
  • Licence type - Which type of Zendesk licence (e.g. Suite Team, Suite Professional)
  • Quantity - How many licences have been assigned
  • Status - Whether the licence is active, pending or expired
  • Department - Which department the licence is assigned to
  • Zendesk installation - Which Zendesk installation the licence is linked to

Creating a licence request

If your organisation does not have self-management of licences:

  1. Click the "Request licences" button
  2. Fill in the form:
    • Number of licences - How many licences you need
    • Department - Select which department the licences should be assigned to
    • Zendesk installation - Select which Zendesk installation the licences should be linked to
  3. Click "Send request"

Your request will now be sent for approval and will appear in the list of licence requests.

Creating a licence directly (self-management)

If your organisation has self-management of licences:

  1. Click the "Create licence" button
  2. Fill in the form:
    • Number of licences - How many licences you want to create
    • Department - Select which department the licences should be assigned to
    • Zendesk installation - Select which Zendesk installation the licences should be linked to
  3. Click "Create licence"

The licence is created immediately and is ready to use.

Cancelling a licence request

If you have sent a request but no longer need it:

  1. Find the request in the list of "Licence requests"
  2. Click the "Cancel" button next to the request
  3. Confirm the cancellation

The request will be cancelled and removed from the list.

Understanding licence status

Licences can have the following statuses:

  • Active - The licence is in use and working normally
  • Pending - The licence request is awaiting approval
  • Expired - The licence has expired and must be renewed
  • Approved - The licence request has been approved and is being processed
  • Cancelled - The licence request has been cancelled
  • Completed - The licence request has been completed and the licence has been created
  • In progress - The licence request is being processed

Licence types

Different types of Zendesk licences may be available:

  • Support Team - Basic support licence
  • Suite Team - Complete suite licence for teams
  • Suite Growth - Suite licence for growing organisations
  • Suite Professional - Professional suite licence
  • Suite Enterprise - Enterprise suite licence

The available licence type depends on your Zendesk installation.

Error handling

Cannot see the licences page

If you cannot see the licences page:

  • Check your permissions - You must have the tenant:licenses:view permission
  • Contact your administrator - Your role may need to be updated

Cannot create licences

If you cannot create licences:

  • Check your permissions - You must have the tenant:licenses:manage permission
  • Check that there is a Zendesk installation - You must have at least one Zendesk installation configured
  • Check that there is a department - You must have at least one department in your organisation

The licence request is not approved

If your request is not approved:

  • Contact support - Requests may require manual approval
  • Check the request details - Make sure all the information is correct
  • Wait for processing - Some requests can take time to process

Next steps

Once you have managed your licences, you can:

  • View Zendesk installations - Go to Organisation > Zendesk > Installations
  • Manage departments - Go to Organisation > Departments
  • View payments - Go to Organisation > Finance > Payments

Support

If you have any questions or problems with licences:

  • Contact support - Use the support channel in your organisation
  • See related articles - Read articles about Zendesk installations or departments
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