Multiple Users

We are still getting a feel for Zoho Support, and we're a bit a confused about Agents/Users and different subscription levels. As I read it, every Agent/User we set up to use Zoho Support would require a full subscription at whatever level our subscription is at. So if we want our receptionist to be able to create Tickets for incoming phone calls/emails (which would be all she would need to do), we would have to be listed as an Agent, and pay the subscription cost for her as an additional Agent. Am I reading this right? Is there any way around this or anything I am missing?