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.
If your account owner decreased the number of agent licenses on your subscription but did not select which agents should be downgraded, Zendesk will auto-downgrade 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.
See Best practices for removing agents for best practices on this task.
- Return the correct users to agents by changing their role to their previous role.