Best practices for managing agent seats

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Support | Team, Professional, or Enterprise

If you’re responsible for managing agents seats in your Zendesk account, this article contains some best practices to help you out.

It’s a good idea to monitor your agent seat count to make sure you have seats available when you need them. See Checking how many seats you're using.

For eligible sales-assisted accounts and self-service accounts, Zendesk will warn you when you are out of agent seats or when you use the last seat, so you can instantly buy more seats. See Adding agents on-the-fly.

Not all agent roles require a full agent license. For example, contributors and light agents. See About roles and seat counts.

Light agent totals are controlled by your Zendesk account type, not by the number of Support agent licenses you have purchased. See Understanding and setting light agent permissions.

Even though light agents don’t take up an agent seat in Support, granting light agents permissions in other Zendesk products can increase your seat usage. See Discovering light agents and contributors that also take up paid agent seats.

Suspended agents still take up an agent seat. Make sure you downgrade your agent’s role first before suspending their account. Downgrading the agent’s role frees up their agent seat for someone else to use. See Downgrading and removing an agent.

To help you share the workload of managing your agent seat count and other billing issues, you can add billing admins to your account. See Enabling admins to manage subscriptions.