Even though users with roles like Light agent and Contributor don’t take up an agent seat in Support, granting these users permissions in other Zendesk products can increase your seat usage. For example, a light agent doesn’t take up a Support seat, but a light agent with Guide admin permission, requires a Support seat.
This issue arises most often in Suite accounts, where a user who is listed as a light agent or contributor in Support has agent or admin access to other Suite products like Chat, Explore, Guide, Sell, or Talk. A Zendesk Suite account is a bundle where seat assignment is interdependent and the same agent uses a seat across all the core products.
Filtering for seat usage
if your account uses more agent seats than you expected, you can use filters on the Team members page to search for these types of users. This search technique is useful for finding light agents with elevated permissions in other Zendesk products. You can use a similar technique for contributors.
To filter for seat usage
-
In Admin Center, click
People in the sidebar, then select Team > Team members.
The Team members page appears.
- Click Filters and select Support > Light agent from the Product and role drop-down.
- Click Apply filters.
A list of light agents in your account appears.
At this point, you could open the individual profiles for each light agent to see if they have expanded permissions, but this can be time consuming. Instead, you can narrow your results by including another role in the filter that requires an agent seat.
- For example, click Filters and add Guide > Admin from the Product and role drop-down.
- Click Apply filters.
A list of light agents that also have a Guide admin role appears. This shows you which light agents are taking up an agent seat in your account.
You can repeat these steps by filtering your light agents for other product roles until you discover all the light agents who are taking up seats in other products. See Managing agent seats for Support and About team member product roles and access.