Why can't I add new agents and admins?
As an account administrator, you have the ability and permissions to add new agents and admins. Your account subscription has a specific amount of paid user seats to be used. When agents and admins of the account have filled those seats, you will be blocked from adding a new user. You will be notified of the lack of user seats when you receive an error while trying to add a new agent or admin. As an administrator, you can check out how many counted seats you have within the Admin Center. The account owner will need to purchase additional licenses for the new users.
For more information, see the article: Adding agent seats to your subscription.
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?
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.
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.
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!
Hello - I'm having the same problem. Looks like the Zendesk Trial is overriding the 13 Agent Support plan I purchased.
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!
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.
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.
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