The light agent role is a unique agent role in Zendesk where the agent is only permitted to view tickets and add private comments. Because you can have unlimited number of light agents on the Enterprise Plan, you can expand visibility and engagement throughout your entire company at no additional charge.
What this means for you is you can get subject matter experts involved or have management oversight on support tickets, but keep those internal conversations behind the scenes. You can loop in your sales, development, or marketing teams—whomever you wish to be informed about relevant customers and tickets. After all, customer service is a team effort.
The light agent role includes the following access and permissions:
Light agents can view either all tickets or just tickets that are assigned to a light agent's group(s).
Note: If you want a light agent to have access to all tickets within a Zendesk which restricts light agents by group, then such light agent must be added to every group.
Light agents can only make private comments (no public comments are allowed).
Light agents cannot edit any of the ticket properties and therefore cannot be assigned to tickets.
Light agents can only view end-user and agent profiles. They cannot edit those profiles, assume a user, or change passwords.
For security reasons, light agents cannot browse or search for users.
Light agents can access all forums except those that have been restricted to an organization that they do not belong to.
Light agents cannot add topics to a forum unless logged-in users can.
Tools: reports, views, and macros
Light agents can view all standard reports in Zendesk (this does not include GoodData reports). They cannot create or edit a report.
Light agents can access all views. They cannot create or edit views.
Light agents cannot create macros. However, they can apply macros when creating or updating a ticket.
Channels and system
Light agents have no access to channels or business rules (automations, triggers, SLA targets) or extensions.