Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Some light agents are billed as full agents. How to find them, and why it happened.
Find them
- Open the team members in Admin Center.
- Compare the light agent list against your billed seat count.
- Look at the role each light agent actually holds.
- Check for permissions that exceed light agent limits.
Why it happens
Somebody asked for one extra ability: to change a field, to use a channel, to see a report. An admin adjusted the role to help, and that permission took the person past what a light agent may have.
Nothing warned anybody. The seat count simply went up.
The permissions that do it
Anything that lets them act on a ticket rather than observe it: editing fields, replying publicly, being assigned work. The boundary is between watching and doing.
The decision
Either they need that ability, and a paid seat is correct, or they do not, and the permission should go back.
What is not defensible is paying for a seat because of a permission granted two years ago that nobody has used since.
Ask what they actually do
Often the answer is that they needed it once. Removing it costs them nothing and frees a seat.
Check after any role change
This is a side effect rather than a decision, so it is found by looking rather than by being told. Add it to the quarterly review.
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