Hi team,
We would like to have better automation and controls for managing inactive users in Zendesk, specifically end users and Light Agents who have not logged in for a prolonged period (e.g. 3+ months). This mainly affects admins, who currently have to manually monitor and clean up inactive accounts, as well as license management and security across the organization.
This would reduce manual admin work, optimize license usage, and prevent long‑term inactive users from retaining unnecessary access to the instance.
This issue occurs regularly as users leave teams, change roles, or stop using Zendesk for long periods of time. Admins must manually review last login dates, decide whether users should be downgraded or suspended, and apply changes one by one. Over time, this leads to unused Light Agent licenses, inactive end users remaining enabled, and increased risk of outdated access. In larger or fast‑changing teams, this becomes difficult to maintain consistently.
Ideally, Zendesk would allow admins to configure rules such as automatically downgrading end users after X months of inactivity, downgrading inactive Light Agents to end users, and optionally showing a prompt or checkbox asking whether the user should be suspended once inactivity criteria are met.
Additional context / examples (optional but helpful)
- Inactivity period should be configurable (e.g. 90, 120, 180 days)
- Actions could include downgrade, suspend, or admin confirmation prompt
- Changes should be auditable so admins can review what was automated
Thank you!