Managing agent months (beta)

If you have an Enterprise plan that includes agent months, Zendesk provides
an in-product report to help you view and manage seat usage for these agents.
With this report, you don’t have to contact Zendesk to get seat usage information.
You must be an account owner or billing admin to view this report.



What's my plan?






All Suites

Enterprise or Enterprise Plus









Support

Enterprise







Location: Admin Center > Account > Usage > Flexible
agents


The usage report for flexible agent seats is available as a beta release for selected customers. You must have an Enterprise plan
with a subscription
that includes
Agent Months to view this report.


If you have an Enterprise plan that includes agent months, Zendesk provides
an in-product
report to help you view and manage seat usage for these agents. With
this report, you don’t
have to contact Zendesk to get seat usage information. You must be an
account owner or billing
admin to view this report.

This article includes these sections:


About agent months


Viewing seat usage


Report details


Buying more agent months




About agent months


Agent Months is a pricing model where customers purchase a pool of
seats within a
contract term. Each month, the highest number of agents configured
is identified. That’s the
high water mark for that month. (for example, 1,500 monthly seats).
The high watermark is
then deducted from the pool of seats. Agents covered by the Agent
Months pricing model are
called flexible (or temporary, supplemental) agents. Subscriptions
can include a combination
of standard agent seats, supplemented by agent months.


Flexible agents allow you to add a group of Zendesk agents for a
time period less
than the current billing cycle. For example, if you are a retail
customer, you may be on an
annual plan, but ramp up your agents during the holidays. Unlike
light agents,
flexible agents can have any role you choose. The
only difference between traditional agents and flexible agents is
the time period in which
they are allowed to operate.


If your subscription includes flexible agent seats, you’ll see them
listed on the
Subscription page
for your account.







Viewing seat usage


To view seat usage



In Admin Center, click
Account in the sidebar, then select Usage > Flexible agents.

The detailed report appears. It includes a summary of the
total usage for your
account along with a table that lists usage per month. See
Report details.
Customers with multiple
Zendesk instances will see an aggregated view of seat usage
across all
instances.




The report is
updated each Monday.


You can filter the report by
Product line and
Term of service.


You can also Download a
Summary report (based on the filtered
view of the
report) or an Agent usage list.



Downloaded
reaports are in CSV format.





Report details

The usage report includes:


Product line: Zendesk products
that include agent months.


Term of service: Date range for
the agent months agreement


Aggregate usage data: Total number
of flexible agent seats available in
your account (based on the product line and term of service specified),
the number of
seats used to date, and the number of seats remaining.


Month: Index number for the months
included in the report.


Service dates: Date range for each
month.


Monthly seat usage: Agent seats
used for the month.


Usage to date: Total number of
agent seats used for the current and
previous months.


Remaining seats: Total number of
agent seats remaining for upcoming
months.





Buying more agent months


If you start to reach the limit for your pool of seats, you can buy
more. To buy more agent
months, contact your Zendesk account representative or
Zendesk
Sales.
You cannot purchase agent months from the Subscription page. You
must have
an Enterprise plan that already includes agent months to buy more.




{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408829098266",
"url": "https://support.zendesk.com/hc/en-us/articles/4408829098266",
"headline": "Managing agent months",
"description": "You can view and manage your flexible agent seat usage through an in-product report available to Enterprise plan account owners or billing admins, which details monthly seat usage and remaining seats for your subscription term.",
"articleSection": "Billing and subscriptions",
"datePublished": "2021-10-16T03:33:55+00:00",
"dateModified": "2026-04-30T22:19:20.046081+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408829098266"
},
"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"
}
}