Zendesk Agent Downgraded to End User: Causes & Fixes
Why was my Zendesk agent suddenly downgraded to an end user?
If your Zendesk agent was unexpectedly downgraded to an end user, it might be due to a reduction in agent licenses. When the account owner decreases the number of agent licenses but doesn't specify which agents to downgrade, Zendesk automatically downgrades the last agent alphabetically during the billing renewal.
To resolve this, you can manually adjust the user type by searching for the affected user, opening their profile, and selecting 'Staff member' from the drop-down next to the User type field. To prevent this issue in the future, ensure that you select which agents should be downgraded when reducing agent licenses. For more details, you can refer to the originalZendesk help article.
More related questions
How can I prevent my Zendesk agents from being auto-downgraded?
To prevent your Zendesk agents from being auto-downgraded, you need to manually select which agents should be downgraded when reducing agent licenses. If the account owner decreases the number of agent licenses without specifying which agents to…
What should I do if my Zendesk agent is downgraded without admin action?
If your Zendesk agent is downgraded without any admin action, it could be due to an automatic process triggered by a reduction in agent licenses. When the account owner decreases the number of licenses and doesn't specify which agents to downgrade,…
How do I manually downgrade a Zendesk agent to an end user?
To manually downgrade a Zendesk agent to an end user, you need to access their profile and change their user type. Start by searching for the user you want to downgrade, open their profile, and select 'End user' from the drop-down next to the User…
What happens if I don't select agents to downgrade when reducing licenses?
If you don't select specific agents to downgrade when reducing licenses, Zendesk will automatically downgrade the last agent alphabetically on your Support account. This occurs during the billing renewal process if the account owner decreases the…
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