Incorrect offboarding is the most common cause of license leakage.

The industry standard for modern service desks is to separate users into two distinct tiers: Agents (Licensed/Exclusive)

An restores sovereignty. It gives you dedicated infrastructure, contractually guaranteed customisation, and the peace of mind that comes from true isolation.

There are two primary contexts where "exclusive" licensing applies in a service desk environment:

Utilize automated onboarding/offboarding (via Active Directory) to assign licenses. When a user changes roles, their license should automatically downgrade or upgrade, ensuring they don't keep a high-cost license they no longer need. Future-Proofing Your Licensing

For everyone else—including end-users, department managers, and occasional business stakeholders—the organization utilizes alternative access methods. These include:

Before committing to an exclusive licence, it is crucial to understand the alternatives. The table below breaks down the most common service desk licensing models.

: Access to a self-service portal, knowledge base, and ticket status updates. Comparison of Popular Service Desk Options (April 2026) Fixed and concurrent license system | Help Desk Software

Service Desk Licence Exclusive Fixed

Incorrect offboarding is the most common cause of license leakage.

The industry standard for modern service desks is to separate users into two distinct tiers: Agents (Licensed/Exclusive)

An restores sovereignty. It gives you dedicated infrastructure, contractually guaranteed customisation, and the peace of mind that comes from true isolation.

There are two primary contexts where "exclusive" licensing applies in a service desk environment:

Utilize automated onboarding/offboarding (via Active Directory) to assign licenses. When a user changes roles, their license should automatically downgrade or upgrade, ensuring they don't keep a high-cost license they no longer need. Future-Proofing Your Licensing

For everyone else—including end-users, department managers, and occasional business stakeholders—the organization utilizes alternative access methods. These include:

Before committing to an exclusive licence, it is crucial to understand the alternatives. The table below breaks down the most common service desk licensing models.

: Access to a self-service portal, knowledge base, and ticket status updates. Comparison of Popular Service Desk Options (April 2026) Fixed and concurrent license system | Help Desk Software