Managing light agent seats in your Zendesk account

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank" rel="noopener">What's my plan?</a></div>
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<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Billing &gt; Subscription</span>
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<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank" rel="noopener">Understanding and setting light agent permissions</a> to learn more. This article describes how to manage light agent seats in your account and buy more if needed.</p>
<p class="p" dir="ltr">This article has these sections:</p>
<ul id="topic-1__ul_uyd_zd2_hlb" class="ul">
<li class="li" dir="ltr"><a class="xref" href="#topic_hvw_4zt_5zb">Default light agent limits</a></li>
<li class="li"><a class="xref" href="#topic_nn1_tf5_5zb">Checking light agent usage</a></li>
<li class="li"><a class="xref" href="#topic_j5s_5g5_5zb">Freeing up light agent seats</a></li>
<li class="li"><a class="xref" href="#topic_dzr_hf5_5zb">Buying light agents</a></li>
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<div id="topic_hvw_4zt_5zb" class="topic nested1" aria-labelledby="ariaid-title2">
<h2 id="ariaid-title2" class="title topictitle2">Default light agent limits</h2>
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<p class="p">Most Zendesk Suite plans automatically include a default number of light agents based on your plan type, but you can<a class="xref" href="#topic_dzr_hf5_5zb"> buy more light agents</a> if needed.</p>
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<th id="d52e89" class="stentry" style="vertical-align: bottom; text-align: left;">Plan type</th>
<th id="d52e92" class="stentry" style="vertical-align: bottom; text-align: left;">Light agents</th>
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<td class="stentry" style="vertical-align: top;" headers="d52e89">Suite Growth</td>
<td class="stentry" style="vertical-align: top;" headers="d52e92">Up to 50 light agents</td>
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<td class="stentry" style="vertical-align: top;" headers="d52e89">Suite Professional</td>
<td class="stentry" style="vertical-align: top;" headers="d52e92">Up to 100 light agents</td>
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<td class="stentry" style="vertical-align: top;" headers="d52e89">Suite Enterprise</td>
<td class="stentry" style="vertical-align: top;" headers="d52e92">Up to 1000 light agents</td>
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<td class="stentry" style="vertical-align: top;" headers="d52e89">Suite Enterprise Plus</td>
<td class="stentry" style="vertical-align: top;" headers="d52e92">Up to 5000 light agents</td>
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<div id="topic_nn1_tf5_5zb" class="topic nested1" aria-labelledby="ariaid-title3">
<h2 id="ariaid-title3" class="title topictitle2">Checking light agent usage</h2>
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<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834934554#topic_b12_c5q_l4b" target="_blank" rel="noopener">Checking how many seats you’re using</a>.</p>
<p class="p"><img id="topic_nn1_tf5_5zb__image_c33_bg5_5zb" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agents_seats_remaining.png" width="300"></p>
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<span class="notetitle">Note:</span> If your account doesn’t have light agents yet, they won’t appear in the summary.</div>
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<div id="topic_j5s_5g5_5zb" class="topic nested1" aria-labelledby="ariaid-title4">
<h2 id="ariaid-title4" class="title topictitle2">Freeing up light agent seats</h2>
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<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155967258#topic_qsp_w45_5zb" target="_blank" rel="noopener">promoting them to agents</a> (which requires a fully-paid agent seat). Alternatively, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844129946" target="_blank" rel="noopener">remove them</a>. If you don’t want to promote or remove light agents from your account, you can <a class="xref" href="#topic_dzr_hf5_5zb">buy more light agent seats</a>.</p>
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<div id="topic_dzr_hf5_5zb" class="topic nested1" aria-labelledby="ariaid-title5">
<h2 id="ariaid-title5" class="title topictitle2">Buying light agents</h2>
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<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634" target="_blank" rel="noopener">account owner</a> or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank" rel="noopener">billing admin</a> to buy light agents.</p>
<p class="p">If you have a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank" rel="noopener">self-service or online-assisted account,</a> you can buy light agents directly from the subscription page. If you have a managed account, contact your Account Representative or <a class="xref" href="https://www.zendesk.com/contact/" target="_blank" rel="noopener">Zendesk Sales</a> to buy light agents.</p>
<div class="note note">
<span class="notetitle">Note:</span> These procedures are for Zendesk Suite customers only. Support-only customers must continue to buy light agents through the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834152730" target="_blank" rel="noopener noreferrer">Collaboration add-on</a>.</div>
<p class="p" dir="ltr"><strong class="ph b">To buy light agents for the first time</strong></p>
<p class="p" dir="ltr">Follow this procedure to add light agents to a subscription that doesn’t have them, yet.</p>
<ol id="topic_dzr_hf5_5zb__ol_gzd_sk5_5zb" class="ol">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank" rel="noopener">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png"> <strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span>
<p class="p">A summary of your current subscription appears.</p>
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<li class="li">Click <strong class="ph b">Manage</strong>.
<p class="p">If you don't see a <strong class="ph b">Manage</strong> button on the Subscription page, then you don't have permission to make changes.</p>
<p class="p">If there are additional products you can buy, you’ll see <strong class="ph b">New</strong> next to the More products tab.</p>
<p class="p"><img id="topic_dzr_hf5_5zb__image_ivv_ll5_5zb" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agents_new.png" width="500"></p>
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<li class="li">Click <strong class="ph b">New</strong>.
<p class="p">A list of products you can add to your subscription appears, including light agents.</p>
<p class="p"><img id="topic_dzr_hf5_5zb__image_mdq_sl5_5zb" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agents_add.png" width="500"></p>
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<li class="li">Enter the number of light agents you want to buy, then click <strong class="ph b">Add to subscription</strong>.
<p class="p">Click <strong class="ph b">Update subscription</strong> to complete the purchase.</p>
<p class="p">After you purchase light agents, you’ll see Light agent as a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034" target="_blank" rel="noopener">role</a> you can assign to a new or existing team member.</p>
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<p class="p"><strong class="ph b">To add more light agents</strong></p>
<p class="p">Follow this procedure if your subscription already has light agents, but you want to add more.</p>
<ol id="topic_dzr_hf5_5zb__ol_ryg_gm5_5zb" class="ol">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank" rel="noopener">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png"> <strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span>
<p class="p">A summary of your current subscription appears. If your account has light agents, you’ll see them listed in your subscription.</p>
<p class="p"><img id="topic_dzr_hf5_5zb__image_kww_jm5_5zb" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agent_existing.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Manage</strong> to update your subscription.
<p class="p">If you don't see a <strong class="ph b">Manage</strong> button on the Subscription page, then you don't have permission to make changes.</p>
</li>
<li class="li">Enter the total number of light agents you want to include in your subscription, then click <strong class="ph b">Add to subscription</strong>.
<p class="p"><img id="topic_dzr_hf5_5zb__image_b1t_tm5_5zb" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agent_enter_more.png" width="500"></p>
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<li class="li">Click <strong class="ph b">Update subscription</strong> to complete the purchase.</li>
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