Customers don’t like long waits. If your organization is experiencing an increase in support requests, you will need new agents to effectively support your customers. Fortunately, Zendesk has simplified this process, allowing you to add as many agents as you need to handle any situation.
If you’re not sure how to do this, you’ve come to the right place. Continue reading to learn how to add agents in Zendesk.
How to add agents
Growing a business successfully is, without a doubt, the goal of every business owner. However, growing companies also face many challenges. Good customer service is vital to retaining customers and continuing on that upward trajectory.
If your current agents are overwhelmed with tickets, it’s time to add more people to your team. To add a new agent to your help desk, do the following:
- Tap the Zendesk Products icon (four squares) in the top right corner of your screen.
- Navigate to “Admin Center” at the bottom of the drop-down menu.
- Select the “People” icon in the left sidebar.
- Click “Team.”
- Choose “Team Members.”
- Tap the “Add” button at the top of the page.
- Fill in the “Name” and “Email” fields accordingly.
- Under “User Type,” select “Staff Member.”
- Select the “Administrator” option in the “Role” field.
- Press the “Add” button.
If you receive an error after the final step, you probably need to purchase more agent seats.
Zendesk administrators can add any type of user, including agents. However, only the account owner can add agent seats to the subscription. Also, when distributing agent roles, don’t forget that your subscription treats the account owner as an agent position.
How to add agent seats to your subscription
Once you fill all the available agent positions on your help desk, you’ll be able to shop more easily. The price of each seat depends on your Zendesk plan.
Zendesk will let you know when to expand the number of available agent positions to help you proactively manage your account.
You can manage all payments and subscriptions for your Zendesk products through the Subscription page in the Admin Center.
To open the Subscription page, do the following:
- Tap the four square icon in the top right corner of your screen.
- Select “Admin Center” at the bottom of the drop-down menu.
- Click the “Account” icon in the left sidebar.
- Choose “Billing.”
- Go to “Subscription”.
Once you are on the Subscription page, you can make all the necessary changes. Follow these steps to add more agent seats to your plan:
- Tap “Manage.”
- On the “Manage Subscription” page, enter the number of agent seats you need.
- Click the “Process Order” button.
If you can’t see the “Manage” button on the Subscription page, you don’t have the necessary permission to make changes. Only the Zendesk account owner or billing administrator can purchase additional agent seats.
Account managers with sales support cannot purchase new positions directly, but they can request a subscription change. The account owner or billing administrator will need to approve the request, effectively adding the desired administrator seats to your subscription.
In case you are having trouble adding new agent seats, you can use Zendesk application form to contact your sales representative and purchase additional seats.
How to add light agents
Let’s say you could really use a little extra help with tickets, but you don’t want to use all of your agent’s seats. In that case, you can add a “Light agent” role to your account.
Light agents have no direct control over tickets, but can view them and add private comments when necessary. In this way, they can help agents with their expertise in the field.
To manage team member roles and access, you must visit the Team Members page. Here’s how you can do it:
- Click the Zendesk Products icon (four squares) at the top right.
- Select the “Admin Center” option at the bottom of the drop-down menu.
- Tap the “People” icon in the left sidebar.
- Choose “Team.”
- Press the “Team Members” button.
Once you are on the Team Members page, you can assign the “Light Agent” role by following these steps:
- Select an agent.
- Tap the “Edit” button.
- Click the “Manage in Admin Center” button.
- Change your assigned role to “Light Agent”.
The number of light agents allowed depends on your Zendesk plan.
- Suite growth: up to 50 light agents
- Professional Suite: up to 100 light agents
- Enterprise Suite: up to 1000 light agents
- Enterprise Plus Suite: up to 5,000 light agents
Offering exceptional customer service
Having an adequate number of agents is essential to resolve customer service issues promptly. To facilitate rapid growth and smooth business operations, Zendesk made adding new agents quite easy. It only takes a few clicks to get your support staff back up and running and providing exceptional customer service.
