When managing any software subscription, clarity around billing is essential for budget planning and avoiding unexpected costs. In Supportbench, the billing model is designed to give you direct control over your subscription costs by focusing on purchased licenses rather than a real-time count of active users.
This article explains how the license-based system works and how you can manage it effectively to ensure your invoice always aligns with your expectations.
The most important principle to understand is that Supportbench bills you for the number of user licenses you have purchased, not the number of users who are currently marked as "Active" or "Deleted" in the system.
Think of it like reserving seats in an office. If you lease 10 desks, you pay for all 10, regardless of whether an employee is sitting at each one on any given day. Your invoice is based on the number of reserved seats, not the daily headcount.
Similarly, in Supportbench:
Your Invoice is Tied to the Subscription Count: The number of licensed users set in your billing section is the definitive figure that determines your invoice.
Active/Deleted Status is for Access, Not Billing: Deactivating a user revokes their access to Supportbench, but it does not automatically remove their license from your subscription count. The license remains available for you to assign to a new user.
This model provides predictability and prevents your bill from fluctuating daily as team members come and go. However, it requires a manual step to adjust your billing when your team size changes permanently.
To ensure you are only paying for the licenses you need, you must manually adjust the count in the billing section. Here is the step-by-step process.
Before making changes, get a clear picture of your team.
Navigate to Configuration > Users.
Review the list of active users to determine how many licenses you currently need.
Take note of any users who have left the company but may still be listed as "Active."
This is where you control your subscription.
Go to Configuration > Account > Billing.
Here, you will find your current subscription details, including the number of licensed users.
This is the most critical step for managing your costs.
Modify the subscription count to match the number of users you intend to pay for.
To reduce costs after an employee leaves: Decrease this number.
To add a new team member: Increase this number to make a license available.
The number you set here is what will appear on your next invoice.
Once you have set the correct number, save your changes. Your subscription and future invoices will now reflect this new total.
You have 10 purchased licenses, and all 10 are assigned to active users. You need to hire an 11th agent.
First, update billing: Go to Configuration > Account > Billing and increase your licensed user count from 10 to 11.
Then, create the user: Now that a license is available, go to Configuration > Users and create the new user account.
An agent leaves your team of 10. You now only need 9 licenses.
First, deactivate the user: Go to Configuration > Users, find the agent, and set their status to "Deleted" or "Inactive" to revoke their access immediately.
Then, update billing: Go to Configuration > Account > Billing and reduce your licensed user count from 10 to 9. If you skip this step, you will continue to be billed for the unused 10th license.
Set a recurring calendar reminder (e.g., monthly or quarterly) to review your user list against your licensed user count in the billing section. This simple audit ensures your subscription stays aligned with your actual team size and helps prevent paying for unused licenses.
The Supportbench billing model puts you in full control of your software spend. By remembering that your invoice is based on the manually-set license count in the billing section—not the dynamic list of active users—you can manage your subscription with confidence and precision. Make adjusting your license count a standard part of your employee onboarding and offboarding processes to ensure your billing is always accurate.
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