Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Seats bought against seats used. A two-minute check that usually finds a seat you are already paying for and nobody is using any more. Light agents and contributors do not take a paid agent seat, so a rising seat count usually means somebody in one of those roles gained a permission that promotes them, such as replying to customers or Knowledge admin.
Check it
- In Admin Center, click Account and select Billing > Subscription.
- Read Seats remaining, at the top right: how many seats you have used per product and how many are left.
- Go to People > Team > Team members and sort by last sign-in. The same Seats remaining line appears there.
- Compare the list against your actual team.
To free a seat, deactivate the person's access from that Team members page. To take somebody out entirely, open the options menu on their row, choose Manage in Support and set the User type to End user.
What you will find
- People who left and were never deactivated.
- Accounts made for a project that ended.
- Colleagues who moved to another team.
- A test or shared account nobody remembers.
Do this before buying seats
The usual answer to "we need another seat" is a seat you already have. Deactivating somebody who no longer needs one frees it immediately, at no cost.
Free is not the same as cheaper
Freeing a seat lets somebody else use it and does not change the bill. Reducing what you pay for is a subscription change, normally at renewal.
Both are worth doing; they are different actions.
The security half
An active account belonging to somebody who left is not primarily a cost problem. It is the account nobody is watching, and this check is how you find it.
Quarterly
Alongside your access review. Seat counts drift upward on their own and never downward without somebody looking.
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