Why can't I add new agents and admins?

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  • Akwasi

    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?


  • 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.
  • René Aakær Jensen

    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.

  • 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!
  • Paul Eident

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

  • 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!

  • Sophie Johnson

    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.

  • 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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