Discovering light agents and contributors that also take up paid agent seats

Return to top

7 Comments

  • Bill Reed

    Does this mean a Light Agent who is listed as a "Guide Agent" takes up an agent seat? Because this doesn't appear to be the case from the seat count on the Team Members page. 

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Bill, 
    Apologies for the confusion! I adjusted the example to show Light agents with Guide Admin roles. 

    1
  • Jonathan Chellis

    Hi Lisa,

    Your last comment doesn't align with the below article regarding managing agent seats, which states Guide Agents require a seat on Support. Which one is correct?

    https://support.zendesk.com/hc/en-us/articles/4408834934554?page=1

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jonathan
    This article is referring to light agents who have a Guide Admin role, not a Guide Agent role. If you have questions about seat usage on your account, contact Zendesk Customer Support

    0
  • Jonathan Chellis

    Thanks Lisa; I wish I could say that cleared up my confusion but unfortunately it did not.

    I understand (I think) that a full agent in Support that also is an Agent in Guide will consume two paid seats; one for each role.

    The article I linked above states Light Agents do not consume a seat, but a Guide Agent will still require a paid seat, consumed by the Guide Agent role.

    If a user with the Light Agent role in Support that also has the Guide Agent role does not consume a paid seat at all, that is a very important distinction that doesn't appear to be documented effectively.

    1
  • Mayra

    I have a few people set as Light Agents like the image below. I believe they are counting as seats, right? How can I remove them from chats?

    And if I leave them as Guide Agents, will they still be counting?

    0
  • Mike DR
    Zendesk Customer Care
    Hi Mayra!
     
    If you unchecked the Chat option, they will no longer have a seat for chat, as long as the Light agent is an "agent/admin" on another product they will still take up a seat.
    1

Please sign in to leave a comment.

Powered by Zendesk