What counts as an agent license in Zendesk?

<h2 id="h_01H90HAYJBQ7CDAS6WHKY298K2">Question</h2><p>How can I determine who uses an agent seat in my account?</p><h2 id="h_01H90HAYJBYHN7P4D5ZYRGN52H">Answer</h2><p>These <a href="https://support.zendesk.com/hc/en-us/articles/4408832171034-About-team-member-product-roles-and-access" target="_blank" rel="noopener noreferrer">roles</a> use an agent seat:</p><ul>
<li data-list-item-id="efca71079efd7791e9d8f5b4ad5eda0cf">Any <strong>agent</strong>, the <strong>account owner</strong>, and an <strong>admin</strong> use a seat</li>
<li data-list-item-id="e06f48671e73997b7b7aec38c2a148056">
<a href="https://support.zendesk.com/hc/en-us/articles/4408888690842" target="_blank" rel="noopener noreferrer">Suspended agents</a> use a seat</li>
<li data-list-item-id="e0b7b71c413ed8474e2b06ba2bb13f048">
<a href="https://support.zendesk.com/hc/en-us/articles/4408846501402-Understanding-and-setting-light-agent-permissions" target="_blank" rel="noopener noreferrer">Light agents</a> and <a href="https://support.zendesk.com/hc/en-us/articles/4408883411354-Zendesk-glossary#topic_mxn_sbl_pw:~:text=Widget%20(Classic).-,Contributor%20(role),-Contributors%20are%20agents" target="_blank" rel="noopener noreferrer">contributors</a> are usually free, but they use a seat when their role appears as <strong>Agent</strong>, <strong>Admin</strong>, or <strong>Editor</strong> for <strong>Chat</strong>, <strong>Knowledge</strong>, or <strong>Analytics</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 1197/1086; width: 69.92%;" src="https://support.zendesk.com/hc/article_attachments/11010488886938" alt="Roles in Zendesk" width="1197" height="1086">
</li>
<li data-list-item-id="eabf35839ddf09e28abf3ed52b8d44191">
<a href="https://support.zendesk.com/hc/en-us/articles/4408834934554" target="_blank" rel="noopener noreferrer">Additional roles</a> require a <strong>Support</strong> seat. The requirement depends on the product.</li>
</ul><div class="note">
<span class="notetitle">Note:</span> A Sell account owner uses a seat in both Sell and Suite plans.</div><p>To free up agent seats, deselect these <a href="https://support.zendesk.com/hc/en-us/articles/4409155967258-Changing-an-agent-s-role" target="_blank" rel="noopener noreferrer">sub-roles and products</a> or downgrade <a href="https://support.zendesk.com/hc/en-us/articles/4408888690842-Best-practices-for-removing-agents#topic_n1j_vq5_w2b" target="_blank" rel="noopener noreferrer">agents to end users</a>.</p><style>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>

<h2 id="h_01KXGHX3MGCFSDGQ9A6TJY6SXB">What is an agent license? What counts as an agent seat in Zendesk? Who uses an agent count?</h2>
<p>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.</p>

<h2 id="h_01KXGHX3MGDMFQGGY3CWPE82YG">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?</h2>
<p>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.</p>

<h2 id="h_01KXGHX3MGW5N7C4AAAQQ6M2RA">How do I free up agent seats? How can I reduce my agent count or subscription? How do I release an agent license?</h2>
<ol>
<li>Deselect these sub-roles and products.</li>
<li>Downgrade agents to end users or customers.</li>
</ol>

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