Optimizing Zendesk License Management: The Inactive User Downgrade Script

Tools: Zendesk | Python | Azure (Functions) | APIs

Managing multiple Zendesk systems with a large and constantly changing user base presented a significant challenge: how to ensure accurate license utilization across more than 400 users spread over multiple tenants. Keeping track of user activity manually was both time-consuming and prone to errors, often resulting in unused licenses slipping through the cracks and accounts remaining active long after they were needed.

To solve this, I developed a Python script designed to interact seamlessly with the Zendesk API. This tool automatically identifies users who have either never logged in or have been inactive for over 45 days. By automatically downgrading such users, the script optimizes license renewal counts and prevents unnecessary expenses.

Beyond cost savings, this solution also strengthens account security by preventing inactive users from lingering unnoticed, particularly during off-boarding processes. With automation at its core, the script has saved me significant time each month, freeing me to focus on strategic improvements rather than manual user management.

Available under an MIT license, this project is designed for easy modification and adaptability, ensuring others facing similar challenges can benefit from a streamlined approach to Zendesk user management.

Explore the project on GitHub: Zendesk-Downgrade-Inactive.