Managing light agent seats in your Zendesk account

Support with

Collaboration add-on







Verified AI summary ◀▼
Light agents can add private comments and provide expertise without full permissions. You can manage light agent seats by checking usage, freeing up seats, or purchasing more. Default limits vary by plan, and additional seats can be bought if needed. Ensure you're the account owner or billing admin to make changes. This feature helps maintain efficient collaboration and support within your team.





Location: Admin Center > Account > Billing > Subscription

Light agents are agents that have limited permissions but can stay informed about
tickets and, when needed, provide subject matter expertise and advice by
adding private comments to a ticket. See Understanding and setting light agent
permissions to learn more. This article describes how to
manage light agent seats in your account and buy more if needed.
This article has these sections:

Default light agent limits
Checking light agent usage
Freeing up light agent seats
Buying light agents



Default light agent limits

Most Zendesk Suite plans automatically include a default number of light
agents based on your plan type, but you can buy more light
agents if needed.





Plan type
Light agents




Suite Team
Available as an add-on


Suite Growth
Up to 50 light agents


Suite Professional
Up to 100 light agents


Suite Enterprise
Up to 1000 light agents


Suite Enterprise Plus
Up to 5000 light agents






Checking light agent usage

You can use the Team members page in Admin Center to see how
many light agent seats you’re currently using and how many light
agent seats you have remaining. See Checking how many seats
you’re using.


Note: If your account doesn’t have light agents yet, they won’t appear in
the summary.



Freeing up light agent seats

If you’re nearing your light agent seat limit, you can free up light
agent seats or buy more light agents. You can decrease light agent
usage by promoting them to
agents (which requires a fully-paid agent seat).
Alternatively, you can remove them. If you
don’t want to promote or remove light agents from your account, you
can buy more light
agent seats.



Buying light agents

If your subscription doesn’t have light agents, you can add them to your
account. If your account already has light agents, you can increase
your default limit by buying more. You must be the account owner or a
billing admin to buy
light agents.
If you have a self-service or
online-assisted account, you can buy light agents
directly from the subscription page. If you have a managed account,
contact your Account Representative or Zendesk Sales to buy light agents.

Note: These procedures are for Zendesk Suite customers only. Support-only
customers must continue to buy light agents through the Collaboration
add-on.
To buy light agents for the first time
Follow this procedure to add light agents to a subscription
that doesn’t have them, yet.


In Admin Center, click
Account in the sidebar, then select Billing > Subscription. A summary of your current subscription
appears.

Click Manage. If you don't see a Manage button
on the Subscription page, then you don't have
permission to make changes.
If there are
additional products you can buy, you’ll see
New next to the More products
tab.


Click New. A list of products you can add to your
subscription appears, including light agents.



Enter the number of light agents you want to buy, then click
Add to subscription. Click Update
subscription to complete the purchase.

After you purchase light agents, you’ll see
Light agent as a role you can
assign to a new or existing team member.


To add more light agents
Follow this procedure if your subscription already has light agents, but
you want to add more.


In Admin Center, click
Account in the sidebar, then select Billing > Subscription. A summary of your current subscription appears.
If your account has light agents, you’ll see them
listed in your subscription.


Click Manage to update your subscription. If you don't
see a Manage button on the Subscription page,
then you don't have permission to make
changes.

Enter the total number of light agents you want to include in
your subscription, then click Add to
subscription.

Click Update subscription to complete the purchase.




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