Question

Does Zendesk charge for all users in the account?

Answer

No, the subscription covers only agent seats. These users have one of these roles: Agent, admin, account owner, or custom agent. End users do not occupy licenses.

Access the list of your agents and the number of available seats on your subscription from the Team members page. Your end users are visible from the Customer page.

For further details on user roles in Zendesk Support, see the article: Understanding Zendesk Support user roles.