Question
How can I determine who takes up an agent seat in my account?
Answer
Anyone who is an agent in any capacity, including administrators and the account owner, takes up an agent seat, except for light agents and contributors only. Suspended agents take up a seat. To free up that license, downgrade agents to end users before suspending their accounts.
There are roles that require a Support seat depending on the product. For a complete list, see this article: Managing agent seats for Support.
Note: Sell account owners occupy a seat both in Sell and Suite plans. Light agents and contributors, who are also Chat agents or Guide agents, or Explore Admins or Explore Editors, take up an agent seat. For example, an account on Zendesk Suite has five agent seats. If the account has one admin, three agents, and ten light agents, we would think that they have one available agent seat. However, one of the ten light agents is also a Chat agent, who takes up the final agent seat, so the account cannot add additional agents.
For more details on roles, see the article About team member product roles and access.