Overview

The number of staff members that you can add to Kayako depends on the seats you have purchased. If your staff count exceeds the number of purchased seats, your helpdesk becomes inaccessible and you may receive the following message:

Staff count exceeded. (3 > 2). Please contact Kayako Support for further assistance.

This article provides instructions to resolve this issue.

Process

Kayako Classic OnDemand

1. You need to submit a ticket to resolve this issue. The support team will send a request on your behalf to temporarily increase your seat count so that you can access your instance.
2. Once the seat count is increased, you need to log in to your account to Change the Number of Seats according to your plan.

Kayako Classic Download

If you are using Kayako Download, please execute the below queries to disable extra staff members from the database:

1. UPDATE swstaff
   SET isenabled = 0
   WHERE fullname = [Full name of any of your staff members in your helpdesk];

2. DELETE
   FROM swregistry
   WHERE vkey='staffcache';

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