I can't add new agents and admins

Issue symptoms

I can't add new agents and admins. The option is greyed out, or I see one of the errors:

Subscription limit reached

Team member couldn't be created

Resolution steps

You might not be able to add team members if you don't have permission or if you do not have seats available. This can happen if you recently updated your plan to reduce agent seats.

To resolve this issue, follow these steps:

Step 1: Verify your own role

Use this step if you do not see the Create team member button.

In Admin Center, click People in the sidebar, then select Team > Team members

Verify that Create team member appears in the top right corner

Check the Support role next to your Name

If you don't see Admin next to your name, you may not be able to add new users. You may see the role Agent next to your Support role instead.

If this is the case, ask your account owner or an admin to change your role or add the user on your behalf.

Step 2: Ensure that you have agent seats available

In Admin Center, click People in the sidebar, then select Team > Team members

Verify the balance under Seats remaining

If you see 0 and you get an error when you try to add a new agent or admin, you don't have seats available

Note: If the count seems incorrect, or light agents are available but you cannot add more, verify your input and list against this article: What counts as an agent license in Zendesk?

Use one of these options to free up seats:

Unselect sub-roles and products for potential light agents or contributors

Downgrade agents to end users

Ask your account owner to purchase additional licenses for new users

Step 3: Ensure that the user is not already in your account as an end user

Search for the user's name or their email that you want to add as an agent in your account.

If the user profile already exists in the account, you may need to promote their role to admin to keep all of their existing tickets and account interactions intact. Open their user profile and under their role, select Staff member.