Managing agent seats for Support

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15 Comments

  • Ak N

    Hi,

    Thanks for this helpful article.

    Is there any way to get the number of seats that the company has purchased using the API?

    I have found an entry under the account changes(source_type:account, Description: Max agents changed from X to Y) in Audit log. Does the Max agents above represent the number of licenses purchased by the company?

    Thanks!

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  • Brett Bowser
    Zendesk Community Manager

    Hey Ak,

    Great question! Yes the max agents is the number of licenses you purchased on your plan.

    Let us know if you have any other questions!

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  • Ak N

    Hi, 

    Thanks for the response for my previous query, Brett.

    I had another question. Do all the custom agents count as a seat in Support? Or is there any way I can configure the custom agent role to not take up a seat.

    Thanks in advance

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  • Brett Bowser
    Zendesk Community Manager

    Hey Ak,

    Custom roles will take up an agent seat and there's no way to customize a role that wouldn't take up an agent seat. You may want to look into Light Agents to see if that's what you're looking for.

    I'd be happy to connect you with your account manager so they can discuss this further with you.

    Let me know!

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  • Will Yolen

    Hi,

    Although this method can be used to view the total number of support seats available and taken in an account, the number of TALK seats cannot be found anywhere. This is misleading when one selects the "TALK Agents" since admin are not included.  There's not a native count of the talk agents for the software. This is something that needs to be implemented in the future, as larger companies have multiple agents and it's difficult to check one by one all the agent permissions and roles. 

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  • CJ Johnson

    Just a heads up for anyone else struggling to understand why these numbers don't match...

    If you go to https://{yourdomain}.zendesk.com/agent/admin/people, the total seats excludes light agents, even though it then includes them in the list underneath that total. I wasted hours trying to reconcile the number on this page with the API, because surely you wouldn't tell me how many agents were in use, above a list of agents, and then include agents on that list, that aren't part of that count, but uh, nope, that's in fact exactly how that works. 

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  • Arno (EMEA Partner)

    Based on experience for example with Suite Professional we have been able give a Light agent Guide Agent role without license been used. Has this changed now?

    EDIT: Looked at an article about light agents and it explains that light agents can edit articles in Guide where Agents can, so based on that my question is answered already. Guide Agent role is therefore logically available for a Light agent without a occupying actual paid agent seat. Hopefully I understood this correctly.

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  • Beto
    Zendesk Customer Care

    Hello Arno, thank you for your question!

    That is correct, Light Agents will have a specific "light agent" role in Guide, which will allow them to view and edit some articles that have been made available to Agents for editing, as described here: Understanding and setting light agent permissions.


    I hope this was helpful!


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  • Andy Fernandez

    How can I filter which users in 'Team Members' have a full license vs light. I see filters for light agent but I need the reverse. I have a much larger staff with Light agent. I am trying to track down the report or location list of which users have used a license seat.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Andy, have you tried clicking the "View new Team members page" link at the top of the Admin Center > People page? The new Team members page has a lot more role-based filtering options.
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  • Tendai Rioga

    In Zendesk Professional Suite Plan there is a total of 100 agents 100 light agents and then 100 contributors seats?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Tendai, welcome to the community!
     
    The Zendesk Suite Profession plan is priced based on the number of full admin/agent seats - if you pay for 100, you can have up to 100; if you pay for 10, you can have 10, etc.. The plan includes up to 100 Light Agent seats, but that's true no matter how many agent/admin seats you pay for.
     
    The Contributor role isn't relevant to Suite plans, since Suite agents and admins have access to all the included products -- instead, it's used for customers who have our standalone Support and Chat plans, where agents/admins would be paid for separately for each product, allowing Chat agents some access to Support without having to pay for a Support agent seat for them. In any case, on Suite Professional you won't have to worry about this. 
     
    Hope that helps!
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  • Jessica Benitez

    I have a question: I have an issue that I have purchased 3 agent licenses but Zendesk is only saying that I have 1 seat for Support instead of 3. At this time I can only add additional Light Agents, which doesn't help the situation. Is this a technical issue or has the account been incorrectly configured? Only my sales agent can manage my seats... 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Jessica,
     
    It looks like you have a ticket open with our Customer Care team to get this addressed. 
     
    I've bumped the priority of your ticket and followed up internally to see if we can get this fixed asap.
     
    Thanks for bringing this to our attention!
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  • Chris Smith

    Is there a have a historical breakout of my seat/team member usage by month (e.g YTD)?

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