You might want to upgrade your Kayako Classic subscription say from Case to Fusion and while in the process of upgrading, you want to reduce the number of seats on your account. You might be wondering also what will happen to the tickets under the ownership of the affected staff users.
The number of staff user accounts you can create on your Kayako Classic instance depends on the number of seats you have purchased for your subscription or license. Hence, if you are reducing your seat count, you would also need to remove the excess staff user accounts. For example, if your license has 20 seats, and you reduce it to 15, this means that you need to remove 5 staff user accounts or make sure there are only 15 staff user accounts in your instance (this includes administrator accounts). You need to do this before applying the new license key. Otherwise, your instance will be disabled, and the error 'staff count exceeded' will be encountered.
If you are removing the extra staff user accounts, we highly recommend disabling the users instead of deleting them. Disabled staff user accounts are not counted against your seat count. When you disable the staff account, the tickets assigned to that staff user remain assigned to them.
The upgrade process will not affect the ticket assignment. There's no need to worry about closed and resolved tickets. For open tickets, you might want to re-assigned them to active staff users. Check out the Reassigning Tickets From One Staff User to Another in Bulk article for more information about reassigning tickets to other active staff users.
To disable staff user accounts:
NOTE: You need admin access with "update staff users" permission to perform the following steps.
- Log in to the admin control panel.
- Click the Staff tab and click Manage Staff from the top navigation bar.
- Search and/or select the staff users you want to disable.
- Click the Disable button.
- Click Ok to confirm the action.