Zendesk Light Agents
A free seat type for people who need to help with tickets without owning them. Underused, and it saves real money.
What a light agent can do
What they cannot do is reply publicly to the customer, own a ticket, or change most ticket properties. If someone needs to talk to customers, they need a full agent seat.
Who should be a light agent
Anybody who occasionally knows the answer but does not work the queue.
The alternative, screenshots pasted into Slack, loses the context and leaves the ticket without the answer attached.
The licence maths
Light agents are included in the plans that offer them, and the number varies. For a company where fifteen people occasionally contribute and five actually work tickets, that is a large difference in annual cost.
Audit your agent list once a quarter. Full seats held by people who have not replied to a customer in six months are the easiest saving available.
Frequently asked questions
Are Zendesk light agents free?+
They are included on the plans that support them, with the count varying by tier.
Can a light agent reply to the customer?+
No. Private notes only. Public replies need a full agent seat.
The other way to cut seat cost
Removing duplicate tickets frees capacity on the full seats you already pay for.
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