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On-Premise licensing

Billing and Licensing

The Deskpro licensing limit is on the number of agent accounts you can have at any one time.

The limit is on the number of accounts that exist; not on the number of agents who can log in simultaneously.

Creating and then deleting an agent does not “use up” an agent account.

If you run out of agents, you can Deleting an Agent in order to be able to create more.

For example, suppose you have a license for 10 agents and you already have 10 agent accounts. Two of the accounts are for agents who have left the company. After deleting those two agents, you will then be able to create two more agents.


Your annual charge is based on the number of agents your license allows, not the number of agents you are using.

Changing a license

You can increase or decrease the number of agents at any time.

If you try to add more agents than your license allows from any part of the admin interface, you will be prompted to add agents.

If you want to increase the number of agents, click Add Agent Seats.


Deskpro On-Premise agent licenses are sold in blocks of 5, with a minimum of 10 agents.

Changing number of agents

Your bill for a period will reflect the number of agents you had, adjusted for time.

For example, suppose your initial license was for 10 agents, but you then add 10 more agents 4 months through your first year.

You would have paid the standard annual price for the original 10 agents ($348 per agent per year = $3,480).

You would then have an additional payment for the the extra 10 agents, multiplied by the fraction of the year (by month), so you would pay $3,480 / 12 * 8 = $2,320.

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First published: 24/03/2017

Last updated: Sep 17, 2020 by Grace Howlett