Who counts as a user?

Only working staff roles count as users: agents, technicians, administrators and similar.

Free

• Requesters and end users (for example employees who open Service Desk requests)
• Customer portal and chat widget customers
• Guests
• View-only roles
• Suspended (deactivated) users
• Pending invitations
• Employee records without a sign-in account

How users are counted

• Your account includes 3 users, however many modules you buy; after that it is $15 per user per month.
• A person counts once, however many modules they work in.
• People who join through SSO or directory sync are added with the free requester role. An administrator upgrades someone to a paid role from the admin panel, sees the amount and confirms the payment. If the payment fails, the person stays a requester.

You can see your current user count on the usage card under Administration → Billing and Subscription.