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Account service about to be "interrupted" for wrong number of agents

  • Sep 19, 2024 8:43 PM UTC
  • 8 replies
  • 359 views
Apprentice
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My FreshDesk account is warning me that my service will be interrupted as it exceeds the limit of 2 agents, but, I only have one agent on the account.

 

The screengrab below shows the message informing me about the 2 agent limit on the same page that lists all of the agents I have set up, and there is only one agent set up.

 

 

Best answer by Kajal Vats

Hi @Charlbury,

Greetings from Freshworks community. 

The banner is added to all Free accounts to ensure agent count doesn’t exceed more than 2. The banner will be removed automatically after the deadline and you will not face any issues as such unless the agent count is maintained as mentioned. However, if you wish to remove banner please send an email to support@freshdesk.com with your account details. 

Let me know if this helps. 

Cheers, 
Kajal

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8 replies

Apprentice
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  • Charlbury
  • Author
  • Apprentice
  • Sep 22, 2024 3:38 PM UTC

Does anyone have any view on this? Can I expect to be locked out of my account on Oct 28?

Keller
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  • Keller
  • Community Debut
  • Sep 23, 2024 7:27 AM UTC

Same here. Two agents.

    Apprentice
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    • Charlbury
    • Author
    • Apprentice
    • Sep 23, 2024 12:47 PM UTC

    Interesting @Keller. Can anyone in this forum get any information as to whether this is an error on the part of Freshworks, or, if they are going to cancel our access for having a Sprout level plan with two agents or less?

    Keller
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    • Keller
    • Community Debut
    • Sep 23, 2024 1:26 PM UTC

    I hope in a mistake. I see a lot of html error loading the banner (ther’s an instance searching for usage metrics and subscriptions status that wont load with 403 error).

    We had 3 agents and we erased the unused one after this pop up but nothing changed since then.

    Kajal Vats
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    • Kajal Vats
    • Community Debut
    • Answer
    • Sep 24, 2024 1:11 AM UTC

    Hi @Charlbury,

    Greetings from Freshworks community. 

    The banner is added to all Free accounts to ensure agent count doesn’t exceed more than 2. The banner will be removed automatically after the deadline and you will not face any issues as such unless the agent count is maintained as mentioned. However, if you wish to remove banner please send an email to support@freshdesk.com with your account details. 

    Let me know if this helps. 

    Cheers, 
    Kajal

      BartG
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      • BartG
      • Community Debut
      • Sep 29, 2024 5:10 PM UTC

      Does the “account administrator” counts as one of the free agents?

      hemanth.ramya
      Contributor
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      Hi @BartG, Good day. :)

       

      Account administrator is only a role associated with an agent profile and this will not determine in agent seat allocation. Having said that, please make sure to maintain the agent seats within the limit defined for free plans and modify your agent list such that account administrator agent is available as one of the agents for the Freshdesk account. 

      Feel free to drop a note here for any further help. 

       

      Cheers,

      Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
        BartG
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        • BartG
        • Community Debut
        • Oct 9, 2024 4:52 PM UTC

        Thank you Ramya

        I have another question...
        If we have 3 agents in our Freshdesk-environment, do we have to pay for all 3 agents? Or only 1 agent, as there are 2 free agents included in the Free version, so exceeding the Free version with only 1 agent?
        Regards, Bart

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