Light Agents and Zendesk Seat Usage Explained
How do light agents and contributors affect Zendesk seat usage?
Light agents and contributors can unexpectedly increase your Zendesk seat usage. While they don't take up a Support seat, granting them permissions in other Zendesk products can require a seat. For instance, a light agent with Guide admin permissions will need a Support seat.
This situation is common in Suite accounts, where seat assignments are interconnected across products like Chat, Explore, Guide, Sell, or Talk. To manage this, you can filter your team members to identify light agents with elevated permissions in other products.Learn more.
More related questions
How can I filter Zendesk team members to find light agents using seats?
You can filter your Zendesk team members to find light agents who are using seats by following a few steps. Start by navigating to the Admin Center, click on People in the sidebar, and select Team > Team members. On the Team members page, click…
Do light agents with Guide Admin roles take up a Zendesk seat?
Yes, light agents with Guide Admin roles do take up a Zendesk seat. While light agents don't consume a Support seat by default, assigning them a Guide Admin role changes this. In Suite accounts, where seat usage is interconnected across products, a…
What should I do if my Zendesk account uses more seats than expected?
If your Zendesk account is using more seats than expected, you can investigate by filtering your team members. This helps identify light agents or contributors with elevated permissions in other products that require a seat. Start by accessing the…
Can a light agent in Zendesk be a Guide Agent without using a seat?
No, a light agent cannot be a Guide Agent without using a seat. While light agents don't take up a Support seat, assigning them a Guide Agent role will require a paid seat. This is because the Guide Agent role is distinct from the Guide Admin role,…
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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.”
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“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
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