Plan requirement
| Subscription | Any plan |
| Access | Admin |
Some light agents are billed as full agents. How to find them, and why it happened: a role in another Zendesk product turns a free seat into a paid one.
Find them
- In Admin Center, click People in the sidebar and select Team > Team members.
- Click Filters and, under Product and role, select Support > Light agent. Click Apply filters.
- Add a second filter for a role in another product that needs a seat, Knowledge > Admin for instance, and apply again.
- What is left on screen is your list: light agents who are costing you a Support seat.
Why it happens
A light agent takes no Support seat. Some roles in other Zendesk products change that, but not all of them, and the difference is where the surprises come from. A light agent with Knowledge admin permission requires a Support seat. Knowledge's Agent role does not, alongside a light agent seat, though it does alongside a contributor seat; Knowledge's Viewer, Talk's Admin and Explore's Viewer are free alongside either.
Somebody asked for a role in a second product, an admin granted it, and nothing warned anybody which side of that line it fell on. The seat count went up.
The permissions that do it
Not what they may do with a ticket. It is having a role in a second product at all, which is why the fix is in the other product's role rather than in their Support role.
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 do
Often the answer is that they needed it once. Taking the second product's role back 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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