How do I reduce the number of agent seats

Reducing seats generally waits for renewal. Freeing them up does not, and that is usually what people need.

Reducing seats generally waits for renewal. Freeing them up does not, and that is usually what people need.

Two different things

Freeing a seat means taking somebody's agent role away so a colleague can use it. Immediate, and it does not change what you pay.

Reducing seats changes the subscription and what you are billed. That takes effect at your next billing cycle, not on the day you ask.

If you need a seat for a new colleague

1. Reassign the tickets of the person who is going. Do this first: once they are downgraded, their tickets are harder to sort out.
2. Open their profile in Admin Center and, on the Roles and access tab, change their role. Downgrading to light agent or end user is what releases the seat.
3. Suspend them afterwards if they have left the company.

Suspending on its own is not enough, and that is the step people get wrong: the seat is released by the role change, not by the suspension. Most requests to add seats are answered this way.

If you want to pay for fewer

1. Work out how many you need.
2. Note the renewal date.
3. Raise it a month before, not on the day.

Contact pluscloud support and we will arrange it.

Downgrade and suspend, do not delete

Downgrading frees the seat and suspending removes their access, and both keep their tickets, comments and history attached to their name. Deleting loses that and is rarely what anybody wanted.

Find the unused ones

Sort your agent list by last sign-in. People who left, project accounts, and colleagues who moved on: most accounts have several, and nobody has looked.

Do the check quarterly

Then the seat count stays roughly honest and the renewal conversation starts from a real number rather than from whatever was bought two years ago.

See also

• Adding agent seats
• Can I find agents who have not signed in for a while
• How do I find my renewal date