Managing light agent seats in your Zendesk account

<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_with_collab">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Collaboration add-on</td>
</tr>
</tbody>
</table>
</div>
</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">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.</p>
</div>
<div class="body">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Billing &gt; Subscription</span>
</div>
<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">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 class="ul" id="topic-1__ul_uyd_zd2_hlb">
<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>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hvw_4zt_5zb">
<h2 class="title topictitle2" id="ariaid-title2">Default light agent limits</h2>
<div class="body">
<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>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_hvw_4zt_5zb__simpletable_dtq_lf5_5zb" summary="">
<col style="width:39.370078740157474%">
<col style="width:60.629921259842526%">
<thead>
<tr class="sthead">
<th class="stentry" id="d89e82" style="vertical-align:bottom;text-align:left;">Plan type</th>
<th class="stentry" id="d89e85" style="vertical-align:bottom;text-align:left;">Light agents</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d89e82" style="vertical-align:top;">Suite Team</td>
<td class="stentry" headers="d89e85" style="vertical-align:top;">Available as an add-on</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e82" style="vertical-align:top;">Suite Growth</td>
<td class="stentry" headers="d89e85" style="vertical-align:top;">Up to 50 light agents</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e82" style="vertical-align:top;">Suite Professional</td>
<td class="stentry" headers="d89e85" style="vertical-align:top;">Up to 100 light agents</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e82" style="vertical-align:top;">Suite Enterprise</td>
<td class="stentry" headers="d89e85" style="vertical-align:top;">Up to 1000 light agents</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e82" style="vertical-align:top;">Suite Enterprise Plus</td>
<td class="stentry" headers="d89e85" style="vertical-align:top;">Up to 5000 light agents</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nn1_tf5_5zb">
<h2 class="title topictitle2" id="ariaid-title3">Checking light agent usage</h2>
<div class="body">
<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">Checking how many seats
you’re using</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_nn1_tf5_5zb__image_c33_bg5_5zb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agents_seats_remaining.png" width="300"></p>
<div class="note">
<span class="notetitle">Note:</span> If your account doesn’t have light agents yet, they won’t appear in
the summary. </div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_j5s_5g5_5zb">
<h2 class="title topictitle2" id="ariaid-title4">Freeing up light agent seats</h2>
<div class="body">
<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">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">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>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_dzr_hf5_5zb">
<h2 class="title topictitle2" id="ariaid-title5">Buying light agents</h2>
<div class="body">
<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">account owner</a> or a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">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">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">Zendesk Sales</a> to buy light agents. </p>
<div class="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">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 class="ol" id="topic_dzr_hf5_5zb__ol_gzd_sk5_5zb">
<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">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>
</li>
<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 class="image img-screenshot" id="topic_dzr_hf5_5zb__image_ivv_ll5_5zb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agents_new.png" width="500"></p>
</li>
<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 class="image img-screenshot" id="topic_dzr_hf5_5zb__image_mdq_sl5_5zb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agents_add.png" width="500"></p>
</li>
<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">role</a> you can
assign to a new or existing team member. </p>
</li>
</ol>
<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 class="ol" id="topic_dzr_hf5_5zb__ol_ryg_gm5_5zb">
<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">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 class="image img-screenshot" id="topic_dzr_hf5_5zb__image_kww_jm5_5zb" 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 class="image img-screenshot" id="topic_dzr_hf5_5zb__image_b1t_tm5_5zb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_light_agent_enter_more.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Update subscription</strong> to complete the purchase. </li>
</ol>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/6510562911770",
"url": "https://support.zendesk.com/hc/en-us/articles/6510562911770-Managing-light-agent-seats-in-your-Zendesk-account",
"headline": "Managing light agent seats in your Zendesk account",
"description": "You can manage light agent seats by checking usage, freeing up seats, or purchasing additional seats based on your plan limits to maintain collaboration within your account.",
"articleSection": "Team members and groups",
"datePublished": "2023-12-18T20:06:13+00:00",
"dateModified": "2026-01-23T23:07:50+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/6510562911770"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script><script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>