The Damage

€986/mo

€11832/year wasted

14 of 64 agents are inactive

Where It's Hiding

Inactive Licenses

These seats cost money every month whether anyone uses them or not.

Never Logged In

3 accounts were created but nobody ever showed up. Safest to cut.

€197/mo

Inactive 90+ Days

Gone for 3+ months. Likely moved on from the role.

€346/mo

Inactive 60+ Days

Two months of silence. Check with their manager.

€197/mo

Inactive 30+ Days

Recently went quiet. Leave, role change, or just done.

€246/mo

Usage Analysis

These agents log in but never reply to customers. They can be free Light Agents.

Light Agent Candidates

4 agents can switch to Light Agent (free) to save €196/mo.

€196/mo

No Ticket Activity

7 agents log in but have no ticket activity.

Internal Comments Only

3 agents only post internal notes, never public replies.

Help Center Contributors

2 agents contribute to Help Center articles.

Who to Act On

Light Agent Candidates (€196/mo savings)

These agents log in but never reply to tickets. Switch them to Light Agent (free). They can still view tickets and add internal notes.

User	Role	Last Login	Last Ticket	Reason	Savings
Dakota Engström d.engstrom@acme.com	agent	3d ago	60d ago	No public replies	€49
Kendall Ito k.ito@acme.com	agent	1d ago	45d ago	Internal notes only	€49
Marlowe Nyström m.nystrom@acme.com	agent	5d ago	None	No ticket activity	€49
Cameron Volkov c.volkov@acme.com	agent	2d ago	30d ago	Internal notes only	€49

Who to cut

Safe to cut = downgrade to End User to free the paid seat. Check first = verify with the team before acting.

User	Role	Last Active	Ticket Activity	Action	Savings
Alex Thompson a.thompson@acme.com	admin	Never	None	Safe to cut	€99
Casey Morgan c.morgan@acme.com	agent	Never	None	Safe to cut	€49
Taylor Brooks t.brooks@acme.com	agent	Never	None	Safe to cut	€49
Morgan Hayes m.hayes@acme.com	admin	147 days ago	152d ago	Safe to cut	€99
Dana Petrov d.petrov@acme.com	agent	134 days ago	140d ago	Safe to cut	€49
Riley Nakamura r.nakamura@acme.com	admin	118 days ago	95d ago	Safe to cut	€99
Chris Andersson c.andersson@acme.com	admin	93 days ago	45d ago	Check first	€99
Reese Johansson r.johansson@acme.com	agent	78 days ago	65d ago	Check first	€49
Drew Okafor d.okafor@acme.com	admin	72 days ago	30d ago	Check first	€99
Harper Lindqvist h.lindqvist@acme.com	agent	61 days ago	55d ago	Check first	€49
Lennox Gupta l.gupta@acme.com	agent	52 days ago	35d ago	Check first	€49
Rowan Fischer r.fischer@acme.com	agent	42 days ago	38d ago	Check first	€49
Sage Moretti s.moretti@acme.com	admin	35 days ago	20d ago	Check first	€99
Phoenix Dubois p.dubois@acme.com	agent	31 days ago	15d ago	Check first	€49

This is sample data. See what your Zendesk looks like.

What to Do Next

Suspending agents doesn't free the seat

Most Zendesk admins don't know this. Get the 5-step cleanup process that actually reclaims licenses.

One email with the checklist. No spam.

Estimated at €99/admin and €49/agent (Suite Team pricing). Your actual savings depend on your plan. for exact costs.

On Suite Professional (€115/seat), these same 14 agents cost €1610/mo. With the Advanced AI add-on (€50/agent), it's €2310/mo.

How we calculate

We check each agent's last_login_at via Zendesk's API
Agents are flagged by login recency: 30, 60, 90+ days or never logged in
This sample uses Suite Team base pricing. Your plan likely costs more per seat
Add-ons like Advanced AI (€50/agent) or WFM (€25/agent) increase the real waste

How much is your team wasting?

This was one 64-agent instance. Yours might be worse.

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45% of Zendesk licenses go unused

€509K+ avg enterprise Zendesk spend/year

182K+ Zendesk customers worldwide