Announced on | Rollout on |
February 6, 2024 | February 6, 2024 |
Zendesk is excited to announce that you can now buy more light agent seats on Zendesk Suite plans. Light agents are agents with limited permissions. They can view tickets, make private comments, request a ticket by private comments, be CC’d, add attachments, view user profiles, and apply shared macros.
This announcement answers the following questions:
What is changing?
Zendesk Suite plans automatically include a default number of light agents. Previously, you were limited to a certain number of light agents depending on your plan type.
Now, you can buy additional light agent seats if needed. Self-service or online-assisted accounts can buy light agents directly from Admin Center.
If you have a managed account, contact your Account Representative or Zendesk Sales to buy light agents.
Why is Zendesk making this change?
Zendesk is making this change to provide more flexibility in how you manage your team and collaborate across your organization. Light agents allow other departments to gain visibility into customer needs and share knowledge in internal notes on tickets. This valuable input can help you better support your customers and increase their satisfaction.
What do I need to do?
Account owners and billing admins of self service or online assisted accounts can immediately buy more light agents from Admin Center. Contact your Account Representative or Zendesk Sales if you have a managed account.
To learn more, see Managing light agent seats in your Zendesk account.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.