When you purchase Zendesk Suite or Support, you purchase a number of agent seats, or allocated user licenses, that are consumed by the team members you add to your account. Most roles consume one of the purchased and counted seats, but there are a few exceptions. If you’re having trouble adding or managing agents, you may have reached your seat limit.
About roles and seat counts
Support has a variety of user roles, most of which are counted against the available agent seats and others that aren’t counted. For example, the Contributor and Light Agent roles in Support don’t consume a seat.However, the roles counted against the seat count change when the account has other Zendesk functionality like live chat and messaging or analytics and users are assigned roles for both Support and other functionality. Most roles on other products require a Support seat that is counted against the available agent seats. If a user fills a role for another product that requires a counted Support seat, that user is counted against the Support seat count even if their Support role typically wouldn’t be counted.
Zendesk roles included in the Support seat count
Checking how many seats you're using
In Admin Center, you can check how many counted seats you have purchased and how many you have provisioned.
Check your seat provisioning
- In Admin Center, click the People icon () in the sidebar, then select Team > Team members.
- At the top of the list you’ll see the number of seats used out of the total number of available Support seats.
Fixing an over-provisioned account
Due to an issue in the way agent seats were counted for Zendesk Support Suite and Zendesk Support accounts with multiple products, it was briefly possible for some accounts to add more team members than they purchased. This inconsistency with the seat count was fixed with the release of the team member profile in Admin Center.
Because it was our error, we aren’t taking those additional users away automatically. Instead, we’ve updated the seats used value in Support to reflect the actual number of team members you’ve added.
However, you won’t be able to add new users or manage existing roles and permissions in the team member profile until you reduce the number of team members on your account to the number of seats purchased. To do this, you must either downgrade permissions or remove the role that requires a Support seat. Alternatively, you can purchase additional seats for the team members. After you bring your account back into alignment with the number of agent seats purchased, your ability to add and manage users and roles will be re-enabled.