Managing agent months (beta)

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
<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_ee">
<table style="margin-left: 0px; margin-right: auto;">
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Enterprise or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_e">
<table style="margin-left: 0px; margin-right: auto;">
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span><span class="ph">Admin Center &gt; Account &gt; Usage &gt; Flexible
agents</span>
</div>
<div class="note attention">
<span class="attentiontitle"></span>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.
</div>
<p class="p">
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.
</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_h1w_jxg_syb">
<li class="li">
<a class="xref" href="#topic_kys_nxg_syb">About agent months</a>
</li>
<li class="li">
<a class="xref" href="#topic_vjw_hyg_syb">Viewing seat usage</a>
</li>
<li class="li">
<a class="xref" href="#topic_bp4_ych_syb">Report details</a>
</li>
<li class="li">
<a class="xref" href="#topic_fgl_gdh_syb">Buying more agent months</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kys_nxg_syb">
<h2 class="title topictitle2" id="ariaid-title2">About agent months</h2>
<div class="body">
<p class="p" dir="ltr">
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.
</p>
<p class="p" dir="ltr">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">light agents</a>,
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.
</p>
<p class="p">
If your subscription includes flexible agent seats, you’ll see them
listed on the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666" target="_blank">Subscription page</a>
for your account.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_kys_nxg_syb__image_i23_yxg_syb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/temp_agent_subscription_page.png" width="600">
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vjw_hyg_syb">
<h2 class="title topictitle2" id="ariaid-title3">Viewing seat usage</h2>
<div class="body">
<p class="p">
<strong class="ph b">To view seat usage</strong>
</p>
<ol class="ol" id="topic_vjw_hyg_syb__ol_mwg_gch_syb">
<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" id="topic_vjw_hyg_syb__d9e187" 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">Usage &gt; Flexible agents</strong>.</span>
<p class="p">
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
<a class="xref" href="#topic_bp4_ych_syb">Report details</a>.
Customers with multiple
Zendesk instances will see an aggregated view of seat usage
across all
instances.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_vjw_hyg_syb__image_w13_nch_syb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/temp_agent_usage_report.png" width="730">
</p>
<p class="p">The report is
updated each Monday.</p>
</li>
<li class="li">
You can filter the report by
<strong class="ph b">Product line</strong> and
<strong class="ph b">Term of service</strong>.
</li>
<li class="li">
You can also <strong class="ph b">Download</strong> a
<strong class="ph b">Summary report</strong> (based on the filtered
view of the
report) or an <strong class="ph b">Agent usage list</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_vjw_hyg_syb__image_xrq_5ch_syb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/temp_agent_download_menu.png" width="200">
</p>
<p class="p">Downloaded
reaports are in CSV format.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_bp4_ych_syb">
<h2 class="title topictitle2" id="ariaid-title4">Report details</h2>
<div class="body">
<p class="p" dir="ltr">The usage report includes: </p>
<ul class="ul" id="topic_bp4_ych_syb__ul_bp1_ddh_syb">
<li class="li" dir="ltr">
<strong class="ph b">Product line</strong>: Zendesk products
that include agent months.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Term of service</strong>: Date range for
the agent months agreement
</li>
<li class="li" dir="ltr">
<strong class="ph b">Aggregate usage data</strong>: 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.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Month</strong>: Index number for the months
included in the report.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Service dates</strong>: Date range for each
month.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Monthly seat usage</strong>: Agent seats
used for the month.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Usage to date</strong>: Total number of
agent seats used for the current and
previous months.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Remaining seats</strong>: Total number of
agent seats remaining for upcoming
months.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fgl_gdh_syb">
<h2 class="title topictitle2" id="ariaid-title5">Buying more agent months</h2>
<div class="body">
<p class="p">
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
<a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>.
You cannot purchase agent months from the Subscription page. You
must have
an Enterprise plan that already includes agent months to buy more.
</p>
</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/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"
}
}
</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>