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