How can I reduce the number of licenses on my account?
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Then navigate to Admin -> Billing (credit card symbol) -> Customize Plan , and set the new number of total licenses for your site.
Once the license count has been adjusted click Save.
Then review the subscription to make sure the information is correct, and then click Start Subscription.
Thats it, your license count has been updated .
Please note: The number of licenses must be the same or less than the number of full time agents actually using licenses in Admin->Team->Users. If you are unable to reduce this number in the Billing section, the reason may be because the licenses are already being consumed by existing agents. You would then need to go into Admin->Team->Users and demote to Flex agent or delete any agent that may be consuming a license. Once the licenses are free, you'll be able to adjust the license count back in the Billing section. Another related note: Deleting an Agent's profile will cause all the Cases that were assigned to them to become Unassigned. If you wish to report on Cases in the future which were assigned to this Agent, we would recommend appending a Label to all Cases assigned to this Agent before deleting the Agent profile or just setting them to be a Flex agent. Please see the below article for more information. Removing an Agent to free up a license