Custom Roles for Light Agents in Zendesk
What happens if I create a custom role for light agents in Zendesk?
Creating a custom role for light agents in Zendesk will require an agent seat, unlike the system-created 'Light Agent' or 'Collaborator' roles.
If you copy the light agent permissions into a new role, it will count towards your available agent seats. It's important to use the default roles if you want to avoid using up your agent licenses.
More related questions
What counts as an agent license in Zendesk?
In Zendesk, an agent license is required for anyone who acts as an agent, including administrators and the account owner. Light agents and contributors do not take up a seat unless they have additional roles like Chat agent or Guide agent….
How do light agents affect agent seat availability in Zendesk?
Light agents generally do not take up an agent seat in Zendesk unless they have additional roles like Chat agent or Guide agent. For example, if you have a Zendesk Suite account with five agent seats and one of your light agents is also a Chat…
Do suspended agents take up a seat in Zendesk?
Yes, suspended agents still take up a seat in Zendesk. To free up a license, you should downgrade the agent to an end user before suspending their account. This is an important step to ensure that your agent seats are not unnecessarily occupied,…
Can I use the Zendesk API to check if a light agent is also a chat agent?
Unfortunately, the Zendesk Support API does not provide a direct way to check if a light agent is also a chat agent. However, you can use the Chat API to pull chat-agent status. This requires a separate API call and special authentication. For more…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
