Light agents are agents that have limited permissions but can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to a ticket. See Understanding and setting light agent permissions to learn more. This article describes how to manage light agent seats in your account and buy more if needed.
This article has these sections:
Default light agent limits
Most Zendesk Suite plans automatically include a default number of light agents based on your plan type, but you can buy more light agents if needed.
| Plan type | Light agents |
|---|---|
| Suite Growth | Up to 50 light agents |
| Suite Professional | Up to 100 light agents |
| Suite Enterprise | Up to 1000 light agents |
| Suite Enterprise Plus | Up to 5000 light agents |
Checking light agent usage
You can use the Team members page in Admin Center to see how many light agent seats you’re currently using and how many light agent seats you have remaining. See Checking how many seats you’re using.
Freeing up light agent seats
If you’re nearing your light agent seat limit, you can free up light agent seats or buy more light agents. You can decrease light agent usage by promoting them to agents (which requires a fully-paid agent seat). Alternatively, you can remove them. If you don’t want to promote or remove light agents from your account, you can buy more light agent seats.
Buying light agents
If your subscription doesn’t have light agents, you can add them to your account. If your account already has light agents, you can increase your default limit by buying more. You must be the account owner or a billing admin to buy light agents.
If you have a self-service or online-assisted account, you can buy light agents directly from the subscription page. If you have a managed account, contact your Account Representative or Zendesk Sales to buy light agents.
To buy light agents for the first time
Follow this procedure to add light agents to a subscription that doesn’t have them, yet.
-
In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
A summary of your current subscription appears.
- Click Manage.
If you don't see a Manage button on the Subscription page, then you don't have permission to make changes.
If there are additional products you can buy, you’ll see New next to the More products tab.
- Click New.
A list of products you can add to your subscription appears, including light agents.
- Enter the number of light agents you want to buy, then click Add to subscription.
Click Update subscription to complete the purchase.
After you purchase light agents, you’ll see Light agent as a role you can assign to a new or existing team member.
To add more light agents
Follow this procedure if your subscription already has light agents, but you want to add more.
-
In Admin Center, click Account in the sidebar, then select Billing > Subscription.
A summary of your current subscription appears. If your account has light agents, you’ll see them listed in your subscription.
- Click Manage to update your subscription.
If you don't see a Manage button on the Subscription page, then you don't have permission to make changes.
- Enter the total number of light agents you want to include in your subscription, then click Add to subscription.
- Click Update subscription to complete the purchase.