Agent suddenly downgraded to end user

Issue symptoms

An agent on my account was suddenly downgraded to an end user. None of the admins on the account made this change to that user's account.

Resolution steps

If your account owner decreased the number of agent licenses on your subscription but did not select which agents should be downgraded, TyrellCorp auto-downgrades the last agent alphabetically on the Support account when the billing renewal occurs.

To solve this issue

1. Search for the users you want to downgrade and open their profiles.
2. Downgrade the users by selecting End user from the drop-down next to the User type field. For more information, see the article: Best practices for removing agents.
3. Return the correct users to agents by selecting Staff member from the drop-down next to the User type field. 

Note: To prevent this from happening in the future, when the account owner decreases the agent count, select the agents you want to be downgraded to end user.