What counts as an agent seat in Zendesk?

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3 Comments

  • Akanksh Narayana

    Hello,

    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!

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  • 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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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Akanksh

    I'm afraid neither of the features you mention are available via our Support API. You could potentially pull the chat-agent status using the Chat API and the AGENTS endpoint documented here: https://developer.zendesk.com/rest_api/docs/chat/agents - but that requires a separate API call, which is likely to require special authentication as documented here: https://support.zendesk.com/hc/en-us/articles/115010760808-Chat-API-tutorial-Generating-an-OAuth-token-integrated-Chat-accounts-

    William,

    It looks like you're already working with a member of our support team on this, but I believe that only the system-created "Light Agent" or "Collaborator" roles would allow you to create users without taking one of your agent seats. Any user within a custom-role would require an agent seat.

     

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