Light Agents as Guide Agents and Seat Usage
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, and it does consume a seat. It's crucial to differentiate between these roles when managing your Zendesk account to avoid unexpected seat usage.
More related questions
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…
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…
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