You must be a Jira administrator to remove an agent's license.
To unlicense an agent:
Go to ( or ) > Jira settings > User management.
Select a user.
Under Access, untick the Jira Service Desk box.
The agent's license is released, and they are removed from the jira-service-desk user group. This means that they won’t be able to work in any service desk project on that site.
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