How to release a suspended agent seat

• Suspending an agent will not remove them from the Zendesk
• The agent still occupies a paid agent seat on the Zendesk

Solution:

It is best to first downgrade the agent from an agent role to an end-user role on their user profile. You can also suspend them as an end-user from being able to contact your Zendesk. 

1. Navigate to the agent's profile in Zendesk
2. Downgrade the agent's role to End-user - this will release the agent seat so you can reuse it with a new agent.
3. Unsuspend the user (optional) - If the user is also a customer to your company, leave them as an unsuspended end-user so they can still contact your Zendesk for help if they require it.