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 do I 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, and 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.
What do I do with the ones I find?
Downgrade the role first, then suspend. That order matters and it is the part people get wrong: downgrading is what frees the agent seat for somebody else. Suspending an account that is still an agent leaves the seat occupied.
Do not delete. Suspending keeps the history, so their tickets, comments and name on past work all survive; deleting loses that, and it is rarely what anybody wanted.
Freeing a seat is not the same as reducing the bill. You will be charged for the same number of agents until the subscription itself changes.
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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