Zendesk Roles That Don't Use Agent Seats
What roles in Zendesk do not consume an agent seat?
In Zendesk, certain roles do not consume an agent seat, which can help you manage your resources more efficiently.
For instance, the Contributor and Light Agent roles in Support do not require a counted seat. However, it's important to note that if a user fills a role for another product that requires a counted Support seat, they will be counted against the Support seat count, even if their Support role typically wouldn’t be counted. This is especially relevant if your account includes other Zendesk functionalities like live chat or analytics.
More related questions
How can I check the number of agent seats I'm using in Zendesk?
You can easily monitor the number of agent seats you're using in Zendesk through the Admin Center. To do this, navigate to the Admin Center, click on 'People' in the sidebar, and then select 'Team > Team members'. This page will display a list of…
How can I fix an over-provisioned Zendesk account?
If your Zendesk account is over-provisioned, you need to align the number of team members with the seats purchased. This situation might have occurred due to a past issue with seat counting. To resolve it, you can either downgrade permissions or…
Can I add more agent seats to my Zendesk subscription?
Yes, you can add more agent seats to your Zendesk subscription if needed. To do this, go to the 'Subscription' page in your account. Self-service and eligible sales-assisted accounts can add more seats directly from this page. However, you must be…
Do custom roles in Zendesk count as a seat?
Yes, custom roles in Zendesk do count as an agent seat. Unfortunately, there is no way to configure a custom role to not take up a seat. If you're looking for roles that don't consume a seat, you might want to consider using Light Agents, which are…
How can I manage my Zendesk agent seats effectively?
Managing your Zendesk agent seats effectively involves monitoring usage and adjusting roles as needed. Regularly check the 'Team members' page in the Admin Center to see how many seats are used and remaining. Consider roles like Light Agents and…
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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?”
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“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.”
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