How can I determine who takes up an agent seat in my account? Does a light agent take up an agent seat? What about a suspended agent? How do Chat agents factor into this?
Anyone who is an agent in any capacity, including administrators and the account owner, takes up an agent seat, with the exception of light agents who do not have any additional roles.
Suspended agents take up a seat. To free-up the seat, Zendesk recommends downgrading agents first before suspending their account.
Light agents who are also Chat agents also take up an agent seat.
For example, an account on the Zendesk Support Suite plan has five agent seats. If the account has one admin, three agents, and ten light agents, we would think that they have one available agent seat. However, one of the ten light agents is also set up as a Chat agent. This takes up the final agent seat, so the account cannot add any additional agents.
Although light agents do not count as an agent seat, there is a cost to adding light agents to your account as part of the Collaboration add-on. Contact your Zendesk account representative for more information.