Plan requirement
| Subscription | Any plan |
| Access | Admin |
You pay per agent seat, not per person and not per ticket. Which roles take a seat is where bills go wrong.
What counts
- Agents take a seat. Every one, whether they handle two tickets a week or two hundred.
- Admins take a seat. An admin is an agent with extra rights, priced identically.
- End users are free. However many customers you have, they cost nothing.
- Light agents and contributors do not take a paid seat, on the plans that offer them.
Where the surprise comes from
Two situations produce a bill nobody expected.
A light agent given wider permissions. Light agents are free because of what they cannot do. Grant one the ability to reply to customers and they are an agent, and they are counted as one. This happens gradually, one helpful exception at a time.
Seats nobody released. A colleague who left still holds a seat until somebody removes or downgrades them. Suspending is not the same as freeing the seat.
Check your usage
Admin Center shows how many seats you hold and how many are in use. It is worth looking before a renewal rather than after, and Zendesk provides a way to find light agents and contributors who are quietly taking a paid seat.
Seats are bought, not borrowed
Adding an agent beyond your seat count adds a seat to your subscription. Reducing the count is not the same operation and generally happens at renewal rather than immediately, which is the asymmetry to plan around: buy seats when you need them, and review the total before each renewal.
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