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Why can't I add new agents and admins?



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Mackenzie Krueger

Zendesk Digital Resources Team

Edited Jan 22, 2024


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20 comments

Hi Zendesk Team,

I'm having trouble adding someone as an agent. I’ve checked and confirmed that I have available seats as there are only 3 agents currently, but the drop-down menu has ‘agent’ greyed out with only ‘contributor’ available. Any idea why this might happen and how to fix it?

Thanks!

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Brett Bowser

Zendesk Community Manager

Hey Akwasi,
 
I'm going to create a ticket on your behalf so our Customer Care team can look into this with you.
 
You'll receive an email shortly stating your ticket has been created.
 
Cheers!

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I experience the same issue. We have 14 agents, but have currently only allocated 13 agents/admins, but I am not able to upgrade one of my contributors to be an agent. Cells are also greyed out for me.

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Marine

Zendesk Customer Care

Hi Ezer, 

I've created a ticket for you with our Support team, so that we can have a deeper look at it. You can expect an email shortly!
 

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Hello - I'm having the same problem.  Looks like the Zendesk Trial is overriding the 13 Agent Support plan I purchased. 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Paul, I see you have raised a ticket for this and our team is currently investigating the issue on your account. You'll receive updates on the progress of our investigation. Thanks for your patience and sorry for the trouble!

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I'm having the same problem. I have 2 admin seats and only 1 is used, but I'm unable to make a second user an admin.

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Gabriel Manlapig

Zendesk Customer Care

Hi Sophie,
 
If you have 2 administrator seats, did you include yourself (the account owner) in the total number of agent seats available in your account?
 
Since an account owner is a paid seat that is included in the total number of agents. Any user that is able to access the agent interface counts towards the total number of agent seats.
 
Thank you!
 

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Having the same issue - We have purchased 8x seats, and only 5 users are assigned as admins and 2 as agents (7/8 used). Unable to add more admins as it says 0/8 seats remaining.

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Cheeny Aban

Zendesk Customer Care

Hi PHX Admin, 

We suggest that you initiate a conversation with us so one of our Finance support can review your current agent seats. 

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I am having this same issue. I have 8 seats and only 6 assigned as either an agent or an admin, but it says 0/8 available. I've also tried using the chat bot to open a ticket but am being told by the bot that I am not an admin, which I am.

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Ivan Miquiabas

Zendesk Customer Care

Hi Caitlin Amoros, 
 
Thanks for reaching out! 
 
Apologies about that issue regarding mismmatch on agent licenses on your account. This needs further investigation and would suggest to raise a ticket on one of Channels here
 
 
 
Cheers!  
 
 

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Ivan Miquiabas - Please see my comment above. I have tried to open a ticket but am being told that I am not an admin, even though I am. (See screenshot below confirming my role).

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Ivan Miquiabas

Zendesk Customer Care

Hi Caitlin, 
 
It seems that you are an Admin not sure why you would not able to create, but I created a ticket on your behalf. The ticket number is 12273341. 
 
 
All the best, 

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I have the same issue as others. I went back and forth in support chat and they seemingly couldn't understand. I'm now waiting for "Sales" to contact me to solve the problem. Ughh.

1. I purchased Zendesk Support (Team) monthly with 8 seats.

2. I assigned "Agent" role to 4 other users. This adds up to 5 since I'm an admin

3. I try to assign "Agent" role to 6th user, and it says "Subscription Limit Exceeded" and is grayed out.

It feels like my trial was for Zendesk Suite, and when I went to pay for the subscription, it left me in limbo.

And here is my subscription page. No mention of any limit of (5) agents here or on the pricing pages.

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Hi, 

I have the following related issue. I am the only account owner+admin and would like to pass the role over to a different team member. When I try to add the new email as a 2nd email address of my account, a verification email link is sent. This however does not work for the user.

I have browsed through the faqs and support docs but my problem is not resolved after considerable time invested. Could you provide me with a mail I can send the details to?

Kindly

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Destiny

Zendesk Customer Care

Hello Raphael,
 
I'll go ahead and open a support ticket for you so that we can start addressing the problem you're experiencing with the role transfer on your account.

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Seems like this has been a common issue across customers. I am also facing similar issues wherein I do have quite a few light agent seats available and Zendesk still does not allow me to add a new user. 
There is a very urgent requirement to add more users and provide them access to a big chunk of help center articles, and I am not able to do it, although using an Enterprise license. 
Could someone please help and sort this out with a permanent solution?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Vishal Kadu ,

Possible reasons why your team won't be able to add more users is that your Light agent seat count has already exceeded the limit. Another possible reason is you are adding a Light Agent with who are also Chat agents or Guide agents, or Explore Admins or Explore Editors - those take up agent seats. 

I highly recommend checking out your seat limit 

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Dainne Kiara Lucena-Laxamana Like I mentioned I have more light agent seats still available, please see the image attached. 
Please note, I am trying to add a few light agents and provide them with access to specific articles from Help Center only. 

So do you still think this might be the case? In that case, why does Zendesk still show inappropriate stats and I am not able to add any more users? And looking at the other comments in this post, I don't think I am the only one who is facing this issue. So I think something that needs to be addressed from Zendesk's side at the earliest. 

Please let me know your thoughts on the following stats at the earliest, as I have clients waiting to access the documentation and I am not able to provide them the access. 
If this requires a support ticket, requesting you to raise it at the highest priority. 
Thanks 
 

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