An agent on my Support account has suddenly been downgraded to an end-user. None of the admins on the account have made this change to that user's account.
Billing renewal date recently pushed through.
If your account owner decreased then number of agent licenses on your subscription, but did not select which agents should be downgraded, Zendesk will auto-downgrade the most recently added agents on the Support account when the billing renewal occurs.
- To resolve this, an admin on the account must go to the Admin icon () > Manage > People, and downgrade the appropriate agents to end-users.
See Best practices for removing agents for best practices on this task.
- Then, return the correct users to agents by changing their role to their previous role.