What counts as an agent seat in Zendesk?

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  • Akanksh Narayana


    I have few questions regarding light agents and collaboration add-on.

    1) Is there a way to check if the light agent are also chat agent through the support API? The get users API has a role_id field that tells me whether an agent is light_agent or chat_agent, but not both.

    2) Is there a way for me to check if the collaboration add-on is purchased for an account via the support API?

    Thanks in advance!

  • William Grote

    I was told you could clone light agent role and edit  to better segment them using custom light agent roles (by group or organization)

    Yet when I do this, ( copy the light agent permissions identically in a new role and change the name, it seems that this new role does indeed require a seat since it shows my available seats as zero?


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