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.