Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
Yes. A five-minute check that usually finds seats you are paying for and licences you should reclaim.
How to find them
- Build a report on the users data, or use the admin user list.
- Show agents with their last sign-in.
- Sort oldest first.
- Compare against your actual team.
What you will find
- People who have left and were never deactivated.
- People who moved role and no longer need a seat.
- Accounts created for a project that finished.
- Shared or test accounts nobody remembers making.
Two reasons it matters
Cost. Agent seats are billed whether or not anybody signs in.
Security. An active account belonging to somebody who left is exactly the account nobody is watching.
The second is the more important one and the one that gets mentioned second.
Do not delete, deactivate
Deactivating frees the seat and keeps the history: their tickets, their comments, their name on past work. Deleting loses that, and it is rarely what anybody wanted.
Check before acting
Somebody on long leave, or working through an integration rather than the interface, will look inactive. A quick check with their manager avoids removing access from somebody who needs it on Monday.
Make it a rhythm
Quarterly, alongside your other access reviews. It takes minutes and it is the kind of thing that only gets done if it is on a list.
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