Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
How many light agents you have, what they cost, and the quiet way one starts consuming a paid seat.
Manage them
- Open the team members in Admin Center.
- Filter to light agents.
- Check how many you have against what your plan allows.
- Review whether each still needs access.
Know your allowance
How many light agents you can have depends on your plan. Worth checking before promising access to a department, because the answer shapes how you hand it out.
The quiet cost
Giving a light agent a permission they should not have can turn them into a full agent for billing purposes. It happens by adjusting a role rather than by any obvious decision.
That is why the seat count occasionally rises with nobody having added anybody.
Review them like any other access
Light agents are colleagues with access to customer data. They leave, change teams and stop needing it, and because they cost nothing nobody notices.
Include them in your quarterly review rather than treating them as free and therefore harmless.
They still need scoping
A light agent set to see all tickets sees all tickets. The role limits what they can do, not what they can read.
Watch for the ones doing agent work
Somebody drafting replies for a colleague to send is an agent in practice. Give them a seat, or the work is invisible in every report you run.
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