If you have an Enterprise plan that includes agent months, Zendesk provides an in-product report to help you view and manage seat usage for these agents. With this report, you don’t have to contact Zendesk to get seat usage information. You must be an account owner or billing admin to view this report.
This article includes these sections:
About agent months
Agent Months is a pricing model where customers purchase a pool of seats within a contract term. Each month, the highest number of agents configured is identified. That’s the high water mark for that month. (for example, 1,500 monthly seats). The high watermark is then deducted from the pool of seats. Agents covered by the Agent Months pricing model are called flexible (or temporary, supplemental) agents. Subscriptions can include a combination of standard agent seats, supplemented by agent months.
Flexible agents allow you to add a group of Zendesk agents for a time period less than the current billing cycle. For example, if you are a retail customer, you may be on an annual plan, but ramp up your agents during the holidays. Unlike light agents, flexible agents can have any role you choose. The only difference between traditional agents and flexible agents is the time period in which they are allowed to operate.
If your subscription includes flexible agent seats, you’ll see them listed on the Subscription page for your account.
Viewing seat usage
To view seat usage
-
In Admin Center, click
Account in the sidebar, then select Usage > Flexible agents.
The detailed report appears. It includes a summary of the total usage for your account along with a table that lists usage per month. See Report details. Customers with multiple Zendesk instances will see an aggregated view of seat usage across all instances.
The report is updated each Monday.
- You can filter the report by Product line and Term of service.
- You can also Download a Summary report (based on the filtered view of the report) or an Agent usage list.
Downloaded reaports are in CSV format.
Report details
The usage report includes:
- Product line: Zendesk products that include agent months.
- Term of service: Date range for the agent months agreement
- Aggregate usage data: Total number of flexible agent seats available in your account (based on the product line and term of service specified), the number of seats used to date, and the number of seats remaining.
- Month: Index number for the months included in the report.
- Service dates: Date range for each month.
- Monthly seat usage: Agent seats used for the month.
- Usage to date: Total number of agent seats used for the current and previous months.
- Remaining seats: Total number of agent seats remaining for upcoming months.
Buying more agent months
If you start to reach the limit for your pool of seats, you can buy more. To buy more agent months, contact your Zendesk account representative or Zendesk Sales. You cannot purchase agent months from the Subscription page. You must have an Enterprise plan that already includes agent months to buy more.