Account Owner and Agent Count - Frequently asked questions
Discover if the account owner is included in the agent count and other common queries about agent billing and account management on Zendesk.
Frequently asked questions
Does the account owner count as a paid agent in Zendesk?
Yes, the account owner is considered a paid seat in Zendesk. This means that the account owner is included in the total number of agents you are paying for. Any user who can access the agent interface is counted towards the total number of agent…
How are light agents billed in Zendesk?
Light agents in Zendesk are billed differently from full agents. They do not count as full agent licenses, which means they are not included in the total number of paid agent seats. This distinction is important for businesses looking to manage…
What should I do if I feel the account owner shouldn't be a paid agent?
If you believe the account owner should not be counted as a paid agent, you can share your feedback with Zendesk. Many users have expressed similar concerns, especially if the account is primarily used for administration rather than ticket…
Can I reduce costs if my business is in hibernation?
If your business is in hibernation, there might be ways to reduce costs in Zendesk. Consider evaluating the channels you are paying for, such as Talk or Chat, and determine if you can temporarily discontinue them until your business returns to…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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