Light agents and light users: what limited seats cost

Evidence checked from 6 to 13 Oct 2026

Many support teams have colleagues who need to read tickets without answering customers: a manager, a developer, someone in sales. Some helpdesks give these people a limited seat, called a light agent, light user or collaborator depending on the vendor. This guide shows, plan by plan, whether that seat is available, how many are included, what extra ones cost and what the seat can do.

Limited seats on each plan

Products are listed A to Z. Plans follow each vendor's pricing-page order.
Product	Plan	Limited seats	Included	Price per extra seat	What a limited seat can do	Details
eDesk	Essential	Sources disagree			Limited access; cannot respond to tickets.	The pricing table says not included on Essential and Growth and lists 2 on Professional; the read-only users article says read-only users are free once an account has more than 4 paid users.
eDesk	Growth	Sources disagree			Limited access; cannot respond to tickets.	The pricing table says not included on Essential and Growth and lists 2 on Professional; the read-only users article says read-only users are free once an account has more than 4 paid users.
eDesk	Professional	Sources disagree			Limited access; cannot respond to tickets.	The pricing table says not included on Essential and Growth and lists 2 on Professional; the read-only users article says read-only users are free once an account has more than 4 paid users.
eDesk	Enterprise	Sources disagree			Limited access; cannot respond to tickets.	The pricing table lists unlimited read-only users on Enterprise but says limits may apply; the read-only users article says they are free once an account has more than 4 paid users.
Freshdesk	Growth	Not available				Collaborators are not included on Growth.
Freshdesk	Pro	Included	5,000		Can do limited work on tickets and view customer data and the knowledge base.	Includes up to 5,000 collaborators, who help agents on tickets with limited access.
Freshdesk	Enterprise	Included	5,000		Can do limited work on tickets and view customer data and the knowledge base.	Includes up to 5,000 collaborators, who help agents on tickets with limited access.
Front	Starter	Not stated			Guests can read a conversation shared with them from the last 7 days, comment, and edit shared drafts. They cannot send email or SMS, see tags or start drafts.	Guest accounts need no license but cannot send external messages. Front allows 150 guest invites every three days per company.
Front	Professional	Not stated			Guests can read a conversation shared with them from the last 7 days, comment, and edit shared drafts. They cannot send email or SMS, see tags or start drafts.	Guest accounts need no license but cannot send external messages. Front allows 150 guest invites every three days per company.
Front	Enterprise	Not stated			Guests can read a conversation shared with them from the last 7 days, comment, and edit shared drafts. They cannot send email or SMS, see tags or start drafts.	Guest accounts need no license but cannot send external messages. Front allows 150 guest invites every three days per company.
Gorgias	Starter	Not stated				Observer permissions are documented, but a separate included light-user allowance is not stated.
Gorgias	Basic	Not stated				Observer permissions are documented, but a separate included light-user allowance is not stated.
Gorgias	Pro	Not stated				Observer permissions are documented, but a separate included light-user allowance is not stated.
Gorgias	Advanced	Not stated				Observer permissions are documented, but a separate included light-user allowance is not stated.
Gorgias	Enterprise	Not stated				Observer permissions are documented, but a separate included light-user allowance is not stated.
Help Scout	Free	Not available				Light users are only available on Plus and Pro.
Help Scout	Standard	Not available				Light users are only available on Plus and Pro.
Help Scout	Plus	Included, more at extra cost	5	Price not stated	Can view conversations and collaborate, but can't reply to customers.	5 light users included; more cost extra (price not stated), up to 25 in total.
Help Scout	Pro	Included, more at extra cost	15	Price not stated	Can view conversations and collaborate, but can't reply to customers.	15 light users included; more cost extra (price not stated), up to 50 in total.
HelpDesk	Essential	Not stated				Current-plan light-user allowances and prices are not stated.
HelpDesk	Growth	Not stated				Current-plan light-user allowances and prices are not stated.
HelpDesk	Enterprise	Not stated				Current-plan light-user allowances and prices are not stated.
HubSpot Service Hub	Free	Not stated				No View-only Seat allowance is stated for Free.
HubSpot Service Hub	Starter	Included	Unlimited		Can view the account. Cannot save reports, edit records, change settings, manage tools, create or edit content or activities, or be a Super Admin.	View-only Seats are free and unlimited.
HubSpot Service Hub	Professional	Included	Unlimited		Can view the account. Cannot save reports, edit records, change settings, manage tools, create or edit content or activities, or be a Super Admin.	View-only Seats are free and unlimited.
HubSpot Service Hub	Enterprise	Included	Unlimited		Can view the account. Cannot save reports, edit records, change settings, manage tools, create or edit content or activities, or be a Super Admin.	View-only Seats are free and unlimited.
Intercom	Essential	Not available				Essential does not offer Lite seats.
Intercom	Advanced	Included	20		Cannot create SLAs, manage shared macros, manage round robin or delete notes. Can create and edit custom reports.	20 lite seats are included at no charge. The maximum and the price of more are not stated.
Intercom	Expert	Included	50		Cannot create SLAs, manage shared macros, manage round robin or delete notes. Can create and edit custom reports.	50 lite seats are included at no charge. The maximum and the price of more are not stated.
LiveAgent	Small business	Not stated				Separate light-user allowances and prices are not stated.
LiveAgent	Medium business	Not stated				Separate light-user allowances and prices are not stated.
LiveAgent	Large business	Not stated				Separate light-user allowances and prices are not stated.
LiveAgent	Enterprise	Not stated				Separate light-user allowances and prices are not stated.
Zendesk Suite	Suite Team	Paid add-on		Price not stated	Can read tickets and add private comments.	Light agents are a paid add-on on Suite Team; the add-on price is not stated.
Zendesk Suite	Suite Professional	Included, more at extra cost	100	Price not stated	Can read tickets and add private comments.	Includes up to 100 light agents; more are a paid add-on (price not stated).
Zendesk Suite	Suite Enterprise	Included	1,000		Can read tickets and add private comments.	Includes up to 1,000 light agents, according to the help article.
Zoho Desk	Free	Not available				Light agents are not available on Free.
Zoho Desk	Express	Not available				The comparison table shows no light agents on Express.
Zoho Desk	Standard	Paid add-on		$6 per month	Can view tickets and leave internal comments, but can't reply to customers.	Light agents cost US$6 each per month. The pricing page shows US$6 with the yearly and with the monthly view selected. The pricing FAQ names only Professional and Enterprise.
Zoho Desk	Professional	Paid add-on		$6 per month	Can view tickets and leave internal comments, but can't reply to customers.	Light agents cost US$6 each per month. The pricing page shows US$6 with the yearly and with the monthly view selected.
Zoho Desk	Enterprise	Included, more at extra cost	50	$6 per month	Can view tickets and leave internal comments, but can't reply to customers.	Light agents: 50 included; more cost US$6 each per month. The pricing page shows US$6 with the yearly and with the monthly view selected.

Not stated means the pages we checked give no allowance or price for a separate limited seat on that plan. It does not mean the seat is unavailable; ask the vendor before you buy.

Example: 5 agents and 10 light users

This example uses listed prices only, with no add-ons beyond limited seats, taxes or discounts, and 500 tickets a month for plans priced by ticket volume. Billed annually shows the monthly cost on annual billing.

Products are listed A to Z. Plans follow each vendor's pricing-page order.
Product	Plan	Billed annually, per month	Billed monthly, per month	Notes
eDesk	Essential			The pricing table says not included on Essential and Growth and lists 2 on Professional; the read-only users article says read-only users are free once an account has more than 4 paid users.
eDesk	Growth			The pricing table says not included on Essential and Growth and lists 2 on Professional; the read-only users article says read-only users are free once an account has more than 4 paid users.
eDesk	Professional			The pricing table says not included on Essential and Growth and lists 2 on Professional; the read-only users article says read-only users are free once an account has more than 4 paid users.
eDesk	Enterprise	Contact sales	Contact sales
Freshdesk	Growth			Collaborators are not included on Growth.
Freshdesk	Pro	$275	$330	10 light users included
Freshdesk	Enterprise	$445	$535	10 light users included
Front	Starter			Guest accounts need no license but cannot send external messages. Front allows 150 guest invites every three days per company.
Front	Professional			Guest accounts need no license but cannot send external messages. Front allows 150 guest invites every three days per company.
Front	Enterprise			The listed price is not recorded (Front shows Enterprise as “Only available on annual”; no monthly price is listed.).
Gorgias	Starter			Starter allows up to 3 users.
Gorgias	Basic			Observer permissions are documented, but a separate included light-user allowance is not stated.
Gorgias	Pro			Observer permissions are documented, but a separate included light-user allowance is not stated.
Gorgias	Advanced			Observer permissions are documented, but a separate included light-user allowance is not stated.
Gorgias	Enterprise	Contact sales	Contact sales
Help Scout	Free			Help Scout Free stops replies after 100 contacts a month. Contacts aren't the same as tickets, but at 500 tickets a month you would likely pass that limit.
Help Scout	Standard			Light users are only available on Plus and Pro.
Help Scout	Plus			Plus includes 5 light users; the price for more is not stated.
Help Scout	Pro			Pro starts at 10 users.
HelpDesk	Essential			The listed price currency is not stated.
HelpDesk	Growth			The listed price currency is not stated.
HelpDesk	Enterprise	Contact sales	Contact sales
HubSpot Service Hub	Free			Free allows up to 2 users.
HubSpot Service Hub	Starter			The listed price is not recorded (HubSpot's Starter price card is for the Starter Customer Platform: $7 a seat a month billed annually and $10 billed monthly, discounted from $20, with no stated discount duration.).
HubSpot Service Hub	Professional	$450	$500	10 light users included
HubSpot Service Hub	Enterprise			The listed price is not recorded (The catalog says Enterprise is billed annually; no monthly price is shown.).
Intercom	Essential			The listed price is not recorded (Intercom lists two different annual prices for Essential: $19 and $29.).
Intercom	Advanced			The listed price is not recorded (The $99 seat price is not tied to a billing period.).
Intercom	Expert			The listed price is not recorded (Monthly billing is named only for Essential and Advanced.).
LiveAgent	Small business			Separate light-user allowances and prices are not stated.
LiveAgent	Medium business			Separate light-user allowances and prices are not stated.
LiveAgent	Large business			Separate light-user allowances and prices are not stated.
LiveAgent	Enterprise			Separate light-user allowances and prices are not stated.
Zendesk Suite	Suite Team			The price for light users on Suite Team is not stated.
Zendesk Suite	Suite Professional	$575	$745	10 light users included
Zendesk Suite	Suite Enterprise	Contact sales	Contact sales
Zoho Desk	Free			Free allows up to 3 users.
Zoho Desk	Express			The comparison table shows no light agents on Express.
Zoho Desk	Standard	$130	$160	10 light users at $6 each per month Zoho pages disagree: the comparison table says unlimited users, the pricing FAQ says 5 users.
Zoho Desk	Professional	$175	$235	10 light users at $6 each per month
Zoho Desk	Enterprise	$200	$250	10 light users included

Plans without a number either do not offer limited seats, do not state their price, or do not fit a team of this size. The Details column above says which. To try your own numbers, use the Compare all plans tab.