An agent on my Zendesk Support account was suddenly downgraded to an end user. None of the admins on the account made this change to that user's account.
If your account owner decreased the number of agent licenses on your subscription but did not select which agents should be downgraded, Zendesk auto-downgrades the last agent alphabetically on the Support account when the billing renewal occurs.
To solve this issue
- An admin on the account must go to the Admin icon () > Manage > People, and downgrade the appropriate agents to end users. For more information, see the article: Best practices for removing agents.
- Return the correct users to agents by changing their role to their previous role.