Plan requirement
| Subscription | Any plan |
| Access | Admin |
Light agents and contributors do not take a paid seat. What they can do, and the change that quietly turns one into a paid agent.
What a light agent can do
- Read tickets in the groups they belong to.
- Add internal notes.
- Be mentioned and consulted.
- Read your internal help centre.
What they cannot do is the reason they are free: no public replies, no ownership of tickets, no configuration.
Who they are for
The specialist who gets asked twice a week. Someone in finance, or engineering, or the warehouse, who needs to see the ticket and answer a question inside it but is not doing support.
Used properly this is one of the better-value things in Zendesk, because it lets you involve the whole company without paying for the whole company.
Contributors
More limited again: they see only the tickets they have been added to, rather than everything in a group. Right where someone should be involved case by case rather than having standing access.
The change that costs money
A light agent given the ability to reply to customers is an agent, and is counted as a paid seat. This rarely happens as a decision. It happens as a favour, once, because someone needed to answer a customer directly, and the permission stays.
Zendesk provides a way to find light agents and contributors that are taking up a paid seat, and it is worth running before a renewal rather than being surprised by the number.
Availability
Light agents are not on every plan. Where a plan requirement block on our articles names Suite Growth or Support Enterprise, that is why.
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