What counts as an agent license in Zendesk?

Question How can I determine who uses an agent seat in my account? Answer These roles use an agent seat:
Any agent, the account owner, and an admin use a seat

Suspended agents use a seat

Light agents and contributors are usually free, but they use a seat when their role appears as Agent, Admin, or Editor for Chat, Knowledge, or Analytics


Additional roles require a Support seat. The requirement depends on the product.

Note: A Sell account owner uses a seat in both Sell and Suite plans. To free up agent seats, deselect these sub-roles and products or downgrade agents to end users.
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What is an agent license? What counts as an agent seat in Zendesk? Who uses an agent count?
An agent license or subscription determines your available staff capacity. Any agent, the account owner, and an admin use a seat. Suspended agents also use a seat. A Sell account owner uses a seat in both Sell and Suite plans. Additional roles require a Support or ticketing system seat depending on the product.

Who is a light agent or read-only agent? Do contributors or viewers use an agent seat? Can a light agent take up an agent count?
Light agents or read-only agents and contributors are usually free. However, they use a seat when their role appears as Agent, Admin, or Editor for Chat, Knowledge, or Explore or analytics.

How do I free up agent seats? How can I reduce my agent count or subscription? How do I release an agent license?

Deselect these sub-roles and products.
Downgrade agents to end users or customers.



