Understanding and checking agent seat usage

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<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>
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<strong>Support</strong>
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<td>Team, Professional, or Enterprise</td>
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<p class="p" dir="ltr">When you purchase Zendesk Suite or Support, you purchase a number of agent
<em class="ph i">seats</em>, or allocated user licenses, that are consumed by the team members you
add to your account. Most roles consume one of the purchased and counted seats, but
there are a few exceptions. If you’re having trouble adding or managing agents, you may
have reached your seat limit.</p>
<div class="p" dir="ltr">This article explains how these seats are counted and used.<ul class="ul" id="topic_z2p_2sq_l4b__ul_jln_dy4_m4b">
<li class="li"><a class="xref" href="#topic_vtq_zsq_l4b">About roles and seat
provisioning</a></li>
<li class="li"><a class="xref" href="#topic_b12_c5q_l4b">Checking how many seats you’re
using</a></li>
<li class="li"><a class="xref" href="#topic_an4_fwq_l4b">Fixing an over-provisioned
account</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vtq_zsq_l4b">
<h2 class="title topictitle2" id="ariaid-title2">About roles and seat counts</h2>
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<p class="p" dir="ltr">Support has a variety of user roles, most of which are counted
against the available agent seats and others that aren’t counted. For
example, the Contributor and Light Agent roles in Support don’t consume a
seat.</p>
However, the roles counted against the seat count change when the
account has other Zendesk functionality like <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828690074-Buying-The-Zendesk-Support-Suite#topic_y5l_hlz_rdb" target="_blank"><u class="ph u">live chat and messaging</u></a> or
analytics and users are assigned roles for both Support and other functionality.
<ul class="ul" id="topic_vtq_zsq_l4b__ul_wbp_jld_dwb">
<li class="li">Most roles on other products require a Support seat that is counted
against the available agent seats. If an account has both Support and
Sell, the account owner takes up two seats, one for Support and one for
Sell.</li>
<li class="li">If a user fills a role for another product that requires a counted
Support seat, that user is counted against the Support seat count even
if their Support role typically wouldn’t be counted.</li>
</ul>
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<p class="p">For information about other product roles and requirements, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034" target="_blank">About team member product roles and
access</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_hp3_dtq_l4b">
<h3 class="title topictitle3" id="ariaid-title3">Zendesk roles included in the Support seat count</h3>
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<th class="entry cellrowborder" id="d87e111" style="text-align:left;vertical-align:top;">Products</th>
<th class="entry cellrowborder" id="d87e114" style="text-align:left;vertical-align:top;">Role</th>
<th class="entry cellrowborder" id="d87e117" style="text-align:left;vertical-align:top;">Requires counted Support Seat</th>
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<td class="entry cellrowborder" headers="d87e111" rowspan="5" style="text-align:left;vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Support</a></td>
<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846746778" target="_blank">Account owner</a></td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Agent</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Contributor</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">No</td>
</tr>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Light agent</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">No</td>
</tr>
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<td class="entry cellrowborder" headers="d87e111" rowspan="3" style="text-align:left;vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827842458" target="_blank">Guide</a></td>
<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Agent</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Viewer</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">No</td>
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<td class="entry cellrowborder" headers="d87e111" rowspan="3" style="text-align:left;vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882966170" target="_blank">Talk</a></td>
<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Agent</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Team lead</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
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<td class="entry cellrowborder" headers="d87e111" rowspan="3" style="text-align:left;vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882929946" target="_blank">Chat</a></td>
<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Agent</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Custom role</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
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<td class="entry cellrowborder" headers="d87e111" rowspan="3" style="text-align:left;vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Explore</a></td>
<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Admin</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Editor</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">Yes</td>
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<td class="entry cellrowborder" headers="d87e114" style="text-align:left;vertical-align:top;">Viewer</td>
<td class="entry cellrowborder" headers="d87e117" style="text-align:left;vertical-align:top;">No</td>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_b12_c5q_l4b">
<h2 class="title topictitle2" id="ariaid-title4">Checking how many seats you're using</h2>
<div class="body">
<p class="p">As part of managing your subscription, you can use the Team members page to monitor
the number of agent seats (paid licenses) you have remaining in your account. This
count provides you with advance warning when you're about to run out of licenses and
need to buy more.</p>
<div class="note">
<span class="notetitle">Note:</span> You might also want to generate an export of all your team members' data from the
Team members page. This export includes information about your team members,
including their assigned product roles. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5407034434842" target="_blank">Exporting team-member data</a>.</div>
<p class="p"><strong class="ph b">To monitor remaining seats</strong></p>
<ol class="ol" id="topic_b12_c5q_l4b__ol_yfd_qnb_k5b">
<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_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span><p class="p">The Team members page appears with a list of all agents, admins, and
the account owner in your account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843830938" target="_blank">About the team members
page</a>.</p>
</li>
<li class="li">Review the <strong class="ph b">Seats remaining</strong> description on the upper right of the
page.<p class="p"><strong class="ph b">Seats remaining</strong> displays information about how many of
your agent seats you’ve used for each product and how many seats you have
remaining. It includes a link to add additional seats.</p>
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<th class="stentry" id="d87e370" style="vertical-align:bottom;text-align:left;">Seats remaining, Zendesk Suite</th>
<th class="stentry" id="d87e373" style="vertical-align:bottom;text-align:left;">Seats remaining, multiple products</th>
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</thead>
<tbody>
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<td class="stentry" headers="d87e370" style="vertical-align:top;"><img class="image" id="topic_b12_c5q_l4b__image_x43_nvb_k5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_seats_remaining_suite.png" width="300"></td>
<td class="stentry" headers="d87e373" style="vertical-align:top;"><img class="image" id="topic_b12_c5q_l4b__image_t3c_hgb_m5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_seats_remain.png"></td>
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</li>
<li class="li">To add more seats, click <strong class="ph b">Add more seats</strong> to open the Subscription page in
your account. <p class="p">Self-service and eligible sales-assisted accounts can add more
seats from the Subscription page. You must be the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881860378-How-do-I-find-out-who-the-Support-account-owner-is-" 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 add the seats.
Admins who don’t have billing permission can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828513434" target="_blank">request subscription
changes</a>.</p>
<p class="p">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881540506" target="_blank">Adding agent seats to your
subscription</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834934554" target="_blank">Managing agent seats</a>.</p>
</li>
</ol>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you find you're using more seats than expected, check the roles you
have set for light agents and contributors. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4844001120410" target="_blank">Discovering light agents and contributors that also take up
paid agent seats</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_an4_fwq_l4b">
<h2 class="title topictitle2" id="ariaid-title5">Fixing an over-provisioned account</h2>
<div class="body">
<p class="p" dir="ltr">Due to an issue in the way agent seats were counted for Zendesk Support
Suite and Zendesk Support accounts with multiple products, it was briefly possible
for some accounts to add more team members than they purchased. This inconsistency
with the seat count was fixed with the release of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832485914" target="_blank">team member profile in Admin
Center.</a></p>
<p class="p" dir="ltr">Because it was our error, we aren’t taking those additional users away
automatically. Instead, we’ve updated the <strong class="ph b">seats used</strong> value in Support to
reflect the actual number of team members you’ve added.</p>
<p class="p" dir="ltr">However, you won’t be able to add new users or manage existing roles and
permissions in the team member profile until you reduce the number of team members
on your account to the number of seats purchased. To do this, you must either <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888690842#2" target="_blank">downgrade permissions</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450#topic_ppd_dky_lkb" target="_blank">remove the role</a> that requires a Support
seat. Alternatively, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881540506" target="_blank">purchase additional seats</a> for the team members. After
you bring your account back into alignment with the number of agent seats purchased,
your ability to add and manage users and roles will be re-enabled.</p>
</div>
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