Managing agent seats for Support

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5 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 Y

    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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