What is shown when a self-service Zendesk customer decreases their agent count?
When a self-service decreases their agent count, they should see the warning below.
You have chosen to reduce the number of agents on your account. If your
Support has more agents than your subscription allows, your most recently
added agents will be downgraded to end-users. Tickets assigned to these
agents will be unassigned.
For more information about recommendations when downgrading agents, see article Best practices for removing agents.