Forums/Documentation/Users, groups, and organizations

Working with the light agent role (Enterprise)

Pierre Grenier
posted this on September 07, 2011 08:37

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:

Tickets

  • 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.

People

  • 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.
Screen_Shot_2013-03-21_at_12.25.59_AM.png

Forums

  • 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.

 

Comments

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Cory Brown

I think light agents should be able to be CCd on tickets via triggers and automations.

September 29, 2011 22:48
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Pete P
qatarairways

Same as Cory for me:

It doesn't seem to be possible to add a light agent as a CC by a trigger. This is something that is urgently required

October 03, 2011 02:07
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Pierre Grenier
Product Manager

Guys, this is going to be fixed on Oct. 6th.  See update in this thread: https://support.zendesk.com/entries/20472613-improvements-to-mobile....

October 03, 2011 20:05
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Cory Brown

Sounds good. Thanks Pierre!

October 03, 2011 20:13
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Chad Thomas

Are light agents only available in the enterprise version?

 

-c

October 14, 2011 07:10
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Pierre Grenier
Product Manager

Chad... yes light agents are only available on the Enterprise plan.

October 16, 2011 23:55
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Michael Campbell

It looks like light agents are not able to embed videos into forum posts. Is this correct?

October 24, 2011 07:45
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Pierre Grenier
Product Manager

Michael, this should not be the case.

October 24, 2011 08:43
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Patrick Desroches

Hi,

I like the concept, but let me know if this is possible.

We run a group buying site. I was thinking of creating a light agent for each business we do a deal with. The purpose would be for them to see what our users say about their business or deal and have the possibility to add feedback ( private comment ). 

This would allow us to save a lot of time communicating with the business for particular cases.

Now if I understand correctly, I need to create a group for each of those business and assign agent to them.

If a ticket is assign to one of our regular agent, we can't have this agent be part of every group. Even if we do that, assigning a ticket to a regular agent that is part of every group mean that all groups would end up seeing those tickets ?

Am I right or is there another way of doing this.

Thanks a lot

October 26, 2011 06:45
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Pierre Grenier
Product Manager

Bonjour Patrick...  not sure about the entirety of your use case but yes you would need to create one group per partner.

Also, note that normal agents can also be restricted to a group.  So I assume that you would have one light agent per group and each normal agent covering a subset of your groups.

Note: The answer to "assigning a ticket to a regular agent that is part of every group mean that all groups would end up seeing those tickets?" is it can be no (but you need to make sure that a "regular agent" is group-restricted.

October 26, 2011 08:53
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Thomas Andersen
tv2net

Can light agent forward tickets into Zendesk?

October 28, 2011 00:32
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Gert Boers

Where can i find these settings for a light agent? I can't seem to find them...
When i edit a light agent, there are no settings for tickets, people, forums and tools (or so it seems).

Thanks 

October 28, 2011 02:30
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Max McCal
Product Manager

@Thomas -  Light agents should be able to forward tickets into zendesk. They can't be assigned to them, but if Agent Forwarding is enabled on the Settings > Agents page, any email they forward from their agent email address will become a ticket in Zendesk with the original sender as the requester.

October 31, 2011 13:06
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Max McCal
Product Manager

@Gert -  What setting are you looking to update? The Light Agent role is fixed and cannot be altered, unlike other roles. Access permissions of Light Agents are not alterable because they exist as a tool to enhance internal communication, rather than as full agents with customizable roles. Only full agents are allowed customizable roles.

October 31, 2011 13:08
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Thomas Andersen
tv2net

Splendid!

November 01, 2011 01:58
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Gert Boers

@Max - I guess i was looking for the screenshots above, but I've must have not read properly... It would be handy though if it could be altered :)

November 02, 2011 01:18
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Pierre Grenier
Product Manager

Guys, we have made one modification.  Now light agents can view either all tickets or just tickets that are assigned to his/her group(s).

Screen_shot_2011-11-15_at_6.04.09_PM.png

So the light agent role can be customized for the two choices above.

November 15, 2011 18:06
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Laura

Can light agents be notified of new tickets?

November 22, 2011 18:33
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Pierre Grenier
Product Manager

@Laura... the answer to your question is yes (given that you have set up the right notifications and group ownership for light agents)

November 22, 2011 18:39
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Izabela Wize

Hi, I am not entirely sure how to let a light agent know that his/her assistance is needed on a ticket? I understand that the ticket cannot be assigned to a light agent but is there an internal way (via email maybe) that I can use to let a light agent know that his/her expertise is needed on the ticket?

December 05, 2011 04:13
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Max McCal
Product Manager

Hi, Izabela -

You can draw a light agent's attention to a ticket by labeling them as a CC on the ticket (which will notify them of all public and private comments as long as they're listed). This is probably the simplest method. Thanks!

December 05, 2011 10:10
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Izabela Wize

Hi Max, Thanks the info! How could I not realise that it's so simple:) Many thanks again!

December 05, 2011 10:28
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Nick Houldsworth
vendtrack

If I CC a light agent on a ticket, does that mean they will still only be able to reply privately. If they were not a light agent (just an end user), as a CC on a ticket, would they be able to public reply?

January 10, 2012 15:21
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Jill Kaselitz
Zendesk

Hi Nick,

While we've already addressed your request via email. I wanted to post a public reply to your questions here.

-When a light agent is CC'ed on a ticket, their replies to CC email notifications will update the ticket with a private comment.

-When an end-user is CC'ed on a ticket, their replies to CC email notifications will update the ticket with a public comment.

Please don't hesitate to let us know if you have additional questions.

January 11, 2012 10:24
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Jesper Juul Andersen
betternow

Light agents a s forum moderators would be highly appreciated! For example, we have an intern for a couple of months, he will not be answering tickets but we would like to have help with setting up our forums in our new swedish foum/spoof. To ad a agent at 99$/119$ is simply not worth it, and never will be, but the value of having light agents as forum moderators will still have a high value for us (and if still were on the starter plan we would have added him as an agent).

I highly doubt you will loose many apid agents as adding this feature to the ligh agents role, but it will improve the value of the enterpris eplan tremendously.

April 11, 2012 05:23
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Evan Kanouse III

Can a Light Agent change the status of a ticket via a macro? For example, I would like a light agent be able to press a macro that would change the value of a current drop-down custom field.

May 12, 2012 04:25
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Pierre Grenier
Product Manager

@Evan... unfortunately this is not possible.  At this time, Light agents can only affect a ticket through private comments.

June 05, 2012 23:21
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Martin Lögdberg

Hello, I wonder if it is possible to hide private comments for a group of light agents? The reason is that I have some support staff that are not supposed to be able to view and make private comments. Is it possible? 

June 28, 2012 23:18
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Dan Shinton

I wish the workflow for light agents was a little better. For example, in a development organization with many people of varying responsibly, it would be nice to be able to escalate a ticket to a developer acting as a light agent for advanced troubleshooting and then once the troubleshooting is complete, have a way to notify the ticket owner that the ball is back in their court.

Right now the only way I can find to do this to make developers full agents, which is cost prohibitive.

July 27, 2012 06:50
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Pierre Grenier
Product Manager

@Martin... I am afraid this is not possible to achieve your goals with Light agents.  However, it seems that these agents are essentially an end-user.  Not sure about all the limitation of your use case but you might be able to achieve your goal by making the agent "end-users" and giving him/her the ability to see all the tickets within an organization (long shot?).

August 05, 2012 01:27
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Brian Webb

@Pierre... I have the same scenario as Dan. The "developer role" needs to be able to access all the tickets in all Organizations. They need to be able to submit private comments when they are finished and possibly assign the case to another group for additional troubleshooting. If a Light-Agent had the ability to edit properties on custom fields, I think this would allow us to create a work around.

September 17, 2012 03:43
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Kayla Anderson

If an agent makes a Private comment on a ticket does the light agent and or other agents get notified if they are cc: on the ticket.  How else can we get other agents attention without involving the end user?

September 21, 2012 15:06
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Jenny Gliddon

Can a light Agent search on external IDs.  thanks Jenny

September 23, 2012 23:10
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Justin Seymour
Zendesk

Kayla: If other agents are on the CC list, or you have triggers setup to notify agents when a ticket update is made, they'll receive the appropriate email. 

Jenny: Light agents cannot browse or search for end-users. 

September 24, 2012 10:33
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Thales Ceolin

This limitation of light agents not being able to act as a "developer" like @Dan and @Brian concern is a deal breaker for us.

In our business we would have 1000+ light agents being able to discuss (with end user) and close that ticket. 

My #1 requirement is a light agent being able to deal with assigned ticket by a regular agent only.

This pricing model it totally prohibitive for us.

Question: Can I arrange a end-user to end-user conversation?

September 26, 2012 15:33
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Thomas Andersen
tv2net

@Thales: Yes, you can select end-users to see other end-users' tickets in their common organization.

September 27, 2012 00:56
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Diego Pereira

the light agent can close a ticket? or change a ticket to OPEN?

thnaks 

October 22, 2012 11:16
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Pierre Grenier
Product Manager

@Diego... the light agent cannot change ticket fields unless they are the requester of that ticket.

October 22, 2012 11:26
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Cassie Wallender
appature

Can a Light Agent add/edit knowledge base articles?  I have some SMEs in my company I'd like to contribute to FAQs, but don't want to make them full agents. 

October 23, 2012 18:24
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Pierre Grenier
Product Manager

Cassie, light agents can add topics in forums which are unrestricted as per the screenshot above.  So it means that they can create topics wherever end-users can create topics.

October 23, 2012 18:35
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Bertrand Milliat

Hi,

can we get stats on private comments/answers posted by a light agent ? 

Thanks

November 02, 2012 06:55
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Pierre Grenier
Product Manager

Bertrand, unfortunately this is not possible to get the information you are looking for at this time.  We are looking to expand our reporting infrastructure to include agent-centric information but it is early in the process.

November 02, 2012 15:00
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Debbie McCormick
mainhubapplian

I have triggers set that CC light agents when something has been escalated to their groups. And a trigger that CC them when the ticket has been updated with a new comment. The problem is that the light agent is getting notifications of their own comments. I can't seem to find a way to make that not happen. They should only get notification of the update if the updater is not the light agent himself. Would the condition CURRENT USER - IS - END USER do the trick? Or is a light agent seen as an end-user? They are not seen as agents so that might be the case. 

I've attached screenshots of the two triggers I've just modified hoping they will do what I want. Any help greatly appreciated!

Thanks!

December 17, 2012 12:30
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Justin Seymour
Zendesk

Hey Debbie: 

Try adding these conditions: 

Ticket is...updated
Comment is...public 

Since Light Agents can only make private comments, they'll be notified if the ticket is updated with a public comment from an end user or agent. However, they won't receive a notification for the private comments they're making. 

December 18, 2012 09:50
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Debbie McCormick
mainhubapplian

Great idea, Justin. Thank you!

 

Debbie

December 18, 2012 10:14
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Justin Seymour
Zendesk

Cheers!

December 18, 2012 11:14
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Yakov shaul
pyramidanalytics

I try to restrict a light agent to specific views and tickets.

but it seems that if a light agent uses the search engine, he can get to any ticket number he wants.

Is that a bug? 

December 19, 2012 01:16
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Justin Seymour
Zendesk

Hey Yakov: 

The search should only return tickets that the agent has access to. For example, tickets within his group or organization if the organization is shared. If the Light Agent is a member of all groups, he'll see all tickets based on his search string. 

December 19, 2012 11:46
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Yakov shaul
pyramidanalytics

Hey Justin.

I do hope you have verified this, because it doesn't behaive as expected for me.

Thanks.

December 20, 2012 01:51
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Justin Seymour
Zendesk

Hi Yakov: 

I've created a ticket for you to discuss further. Stand-by for an email! 

December 20, 2012 05:11
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Mike Ryan

I need some immediate help. I'm in the same group that @Brian, @Dan, and @Thales are in - we need the Light Agent role to be used by a 'sme', comment, and tell me that they are done with their piece, so I can close the tix. I understand how to alert the SME and get them to see a View and that their comment is private etc., but how can I get a system in place where I (or team) am seeing all tickets where the SMEs in that Group commented. Can I have an automation or trigger for any update by that SME in that Group, such that the ticket is then Tagged with SMERESPONDED, for example. Then, my View "SME Responded Tickets" would pick up those tickets? I just don't know if triggers and automations against Light Agents is doable. Can anyone help point me in the right direction? Please?

February 05, 2013 07:30
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Alex L
Zendesk

Hi Mike,

At this time, there isn't a way to create a view to show that a Light Agent has responded to a ticket. The reasoning behind this is because there is no way for light agents to add tags, and it isn't possible to create a trigger to set a tag based on a light agent as this is not an option at this stage.

An alternative option is to create a view that contains a specific tag to track light agents. When an agent is to CC a light agent (SME) they can add a tag into the ticket so the view that was created can pick these tickets up.

February 05, 2013 20:08
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Krissy

May I get some help in setting up a trigger that sends a notification to our regular agents when a Light Agent adds a hidden comment update to a ticket?

 I can't seem to figure out how to filter out the regular Agent hidden comments from Light Agent ones.  Any help is greatly appreciated!

February 07, 2013 10:03
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Dave Dyson
Zendesk

Hi Krissy -

There isn't a way to know that the agents making the comment is a Light Agent, so you'd have to filter by specific Agent: so if the latest comment is private, and (Current User is X) or (Current User is Y) or (Current User is Z), where X Y and Z are your Light Agents, then send email to Group A (which you create as a Group containing all your non-LIght Agents).

February 07, 2013 17:29
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Krissy

Thanks, Dave.  How do I get the Light Agent's to appear under the "Current User" drop down?  I only see options: (agent), (end user), and the names of the regular Agents.

February 11, 2013 16:45
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Justin Seymour
Zendesk

Krissy: Light Agents don't appear in the current user drop-down list, unfortunately. You'd have to set it up in reverse, with multiple current user conditions for each of your agents. 

Current user -- is not -- Krissy
Current user -- is not -- Agent A

Not ideal, I know, but the trigger will still pick up on the comment update and send the notification appropriately.  

February 12, 2013 05:21
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Caroline Mitchell

Is it possible to restrict light agents to view tickets only and not submit or comment?

March 07, 2013 17:55
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Pierre Grenier
Product Manager

Caroline, this is not possible at the moment.

March 07, 2013 22:11
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Christian Assen (Intern Update.nl)

I just wanted to say thanks for this article! I learned a lot about Light Agents today!

 

 

March 13, 2013 09:07
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Jennifer Rowe
Zendesk

Thanks for your comment Christian! Glad it was helpful!

March 13, 2013 10:55
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Jody Mickey

Are light agents available (for free or otherwise) for other package levels like Regular or Plus?  We don't need unlimited, really just one or two so a manager type person can be aware of ticket progress.

March 20, 2013 13:51
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Pierre Grenier
Product Manager

Jody... Light agents are only available on Enterprise accounts.  Something else to consider is that Light Agents are designed to get everyone in your company to participate in your support effort.  For managers, we suggest using a full agent.

March 20, 2013 13:58
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Ddobson

I noticed that when I (a full agent) enter a ticket I have auto-complete when adding an email in the CC field, but when light agents attempt to enter an email or person into the CC field it does not auto-complete.  Is this a setting that I can change or a feature that is unavailable?

March 28, 2013 11:20
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Pierre Grenier
Product Manager

@Ddobson, we will be re-enacting that feature for Light Agents in the next weeks.

March 28, 2013 12:19
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Tobias Braun
global

We are trying to use the light agents for our internal work but currently is not so easy. Light agents can create new tickets but they cant assign other light agents as the ticket owner and they can't add any other employee as CC.

Are here any changes planed?

April 09, 2013 02:50
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Christine Larsen
biosigid

I've added new Agents which receive a Zendesk notification email to create a profile.  I've added several new Light Agents today and they did not receive a notification email.  Should they?   

April 24, 2013 18:25
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Brandon K.
Zendesk

@Tobias: I'll see if I can get a PM back in here to let you know if we plan to change any of the Light Agent's functionality.

@Christine: They should receive emails when their user profile is created just like any other account. Make sure that the setting 'Also send a verification email when a new user is created by an agent or administrator' is enabled under Settings > Customers though, if this is not checked your Light Agent would not receive an email.

April 26, 2013 10:14
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Tobias Braun
global

@Brandon: That sounds good.

We are totally fine with the fact that light agents cant communicate with customers but they should really have more rights to do some internal stuff.

Maybe it might makse sense to rethink you light agent concept in the enterprise plan. For example, you could allow customers to create custom light agent roles with more rights but still unable to communicate with customers. Something like that.

May 02, 2013 00:52
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Pierre Grenier
Product Manager

Tobias, I am sorry about the frustration that you are going through.  Please let us know if documentation is not clear enough.

Our aim with the light agent is to provide you with a complimentary agent who can selectively participate in the resolution process by providing timely expertise to other agents on the team.  We are thinking about some changes that would improve that use case but nothing around a light agent assigning a request to another light agent.

Hope this helps.

Pierre

May 02, 2013 13:20
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Diane Albert
schoolannual

"to provide you with a complimentary agent who can selectively participate in the resolution process by providing timely expertise to other agents on the team."

that's a YES, BUT...because I am asking for the Light Agent's expertise, but yet can't be notified through triggers or automations that their expertise on the ticket is complete and ready for me to deal with again.

We have our sales/service reps set up as light agents, but we had to contract a Starter edition and set up a sharing agreement for our 2 production staff because we needed some way for them to click a Macro to say "hey i'm done with this ticket and it's time for you to do the rest".  The sharing agreement works, but it's clunky.  That's two desks we have to maintain/log into if we want to update macros and such.

I don't even need to have the Light Agent assigned to a ticket, because I want to keep control of that view at all times - ultimately it's MY ticket.  I would like the light agent to be able to run a macro or add a tag.  That would allow me to move tickets among views via macros so the tickets can go in other buckets.

We like the macros for these production folk because it's really hard to screw up something when you say "when you're done, run THAT macro".

May 07, 2013 11:35
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Brandon K.
Zendesk

Hello Diane,

You could definitely set up a trigger to notify your agent when your Light Agent has added their expertise to a ticket. Agents are able to see private comments and trigger conditions can be set for 'Comment is... Private' to send an email to the agent when a light agent adds to the ticket. They wouldn't be able to tell the end user that they're done, but they would be able let the agent know. If you need your light agents to add tags, you could create a trigger with a condition 'Comment text contains at least one of the following' at have your light agents add specific words to trigger the business rule to add a tag. Let me know if there is any workflow that I haven't addressed!

May 09, 2013 18:08
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Mikael Karlsen
catalystone

HI Zendesk, 

Thank you for an awesome product!

We have a Light Agent - our CEO - trying to limit the amount of Zendesk mail recieved. His role are partially needing the Light Agent features and partially he serves as an end user. Light agents can see all private comments - and the problem is when he sends us an email - creating a ticket - he serves as a requester - but he gets all the update mails from the system as well as the private messages sent from agent to agent.

We thought of a solution where we add a ticbox - tagging the ticket with "noprivate", and set up the triggers accordingly. 

Are there other ways to stop the light agents from seeing all private messages or do they need to be redefined as End- users to achieve this? 

 

May 27, 2013 03:56
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Brandon K.
Zendesk

Hey Mikael,

If you go to Admin > Business rules > Triggers, the three triggers that start with 'Notify Requester' are by default the three main triggers that cause your requester to receive email notifications when they are updated. Two of these triggers(of solved request and of comment update) have the condition 'Comment is Present and requester can see comment' which is designed to keep light agents in the loop when they are the requester on tickets. If you do not want light agents that are requesters to see private comments you could change the 'Present and requester can see comment' to 'Public'. This change should have no affect on how your end users receive ticket update emails, but should effectively prevent your light agents from being updated too much when they are a requester.

 

May 29, 2013 14:37
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Jon

I am trying to find where I can allow a light agent to view all tickets.  I am an admin, looking at the Light Agent's account but I do not see where I can change their access to tickets.  The screenshots Pierre posted at the top of this post are unknown to me.  I have never seen these settings anywhere in ZD.  Also, it seems contradictory to say that a Light Agent must be a member of all groups in order to view all tickets and then further down you show the setting where you can allow them access to all tickets or just those within said agent's groups.  I am so lost.  Please help.

My only goal here is for my Light Agents to log into the agent console and be able to view the tickets on which they are CCs.

 

Thank you,

June 10, 2013 14:35
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Jon

OK, well this is embarrassing, I just realized I needed to edit the actual Light Agent role itself.  :(  

That will work but it would be nice to be able to edit individual agent access.  I thought about creating a custom role but, I believe that would count against our license count even if the Role was restricted to private comments, correct?  If so, that is also disappointing.

June 10, 2013 14:40
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Brandon K.
Zendesk

Hey Jon,

Yes, if you created a custom user role that had similar functionality to Light Agents but were not the system generated Light Agent role, you would be charged for an agent seat. As for your other issue, are you still having difficulty getting your Light Agents to view all tickets in your Zendesk account? I'm not sure what you were able to figure out yourself, but let me know what you're still having an issue with and i'll do my best to help you out.

June 11, 2013 17:34
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Kayla D.
hagcorp

I need to restrict an agent to view an organization's tickets only. Is this possible?

June 20, 2013 16:28
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Oscar Tobar
Zendesk

@Kayla You would go to Manage > People > Agents, and find the agent's profile that you want to edit. Click on 'edit' and at the bottom of the edit page, you will find a section labeled "role". Here you can select that the agent only have access to "tickets requested by users in this agent's organization (also can't see forums restricted to other organizations)"

Note that this is to restrict the agent to only have access to tickets by the organization that the agent belongs to.

June 25, 2013 15:14
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Annastashia Cambridge

Hi, can light agents view and add screencasts? or other types of attachments on the tickets they are allowed to see?

 

Thanks, Annastashia

June 26, 2013 18:57
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Graham Cook

I seem to be in the same boat as several people in this thread in that I need something other than a full agent but a light agent doesn't seem to fit our use cases. I think you need to consider the way you set up the roles as I was considering upgrading to enterprise to get the light agent capability but right now it doesn't seem to be a good fit and full agents for everyone is totally prohibitive.

What we need is the ability for an agent to involve anyone in development or other person with specialists expertise to help with one of our customers tickets. They would then work on something and pass back to the agent when done. I think this is a common helpdesk requirement for any software or IT related company.

You have the functionality, you just need to get the rights and licencing in alignment with what is needed and you will be able to tap into more licence/subscription revenue.

I'd rather not have to switch solutions as we have been using it for a couple of years now and I like the new user interface a lot.

Please consider a solution for our scenario.

Graham

June 27, 2013 08:29
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Laura D.
Zendesk

@Annastashia - yes they can! Both screenshots and files.

@Graham - thanks for the feedback and details about your use case, we do appreciate it!

June 27, 2013 17:03
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Kayla D.
hagcorp

@Oscar I can't find that option where you directed me, please help:

You would go to Manage > People > Agents, and find the agent's profile that you want to edit. Click on 'edit' and at the bottom of the edit page, you will find a section labeled "role". Here you can select that the agent only have access to "tickets requested by users in this agent's organization (also can't see forums restricted to other organizations)"

July 11, 2013 16:01
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Laura D.
Zendesk

Hi Kayla, 

It looks like you're in the new interface, so those are not quite the right steps. Also, apart from Admins you only have Light Agents. The light agent role can't be changed, so you won't be able to set a light agent to only see tickets for a particular organization. 

Light agents can, however, be restricted to only see tickets within their groups. That is something you can set by following these steps:

1. Go into the admin area > Manage > People > click "roles" under the search bar

2. Click on "edit" across from the name "Light Agent" 

3. Near the top you'll see an option for "What kind of tickets can this agent access?" and you can change the option there. Keep in mind this means the access will change for all Light Agents. 

With this setting you'd need to make sure that tickets that come in form the org the agent needs to see are assigned to the group this agent is part of.

July 12, 2013 13:57
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Phillip

Are there any plans to add limited number of light agents to plans below enterprise? I found it confusing that enterprise includes unlimited light agents, but there are no mentions of access to light agents at lower levels - only that there were not unlimited.

July 29, 2013 12:54
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Laura D.
Zendesk

Hi Phillip, 

There aren't any plans to allow Light Agents on other plans right now, even in limited quantities, sorry for the confusion. The comparison page only marks the feature as available on the Enterprise plan and I think it's trying to indicate with the "unlimited" that there can be as many as needed. 

July 29, 2013 16:03
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Stephen Birdsong
dvsus

I recently noticed that all my light agents have lost the ability to modify fields on any tickets. This is new behavior, and in the support ticket created, I  was told that this was the expected behavior all along.

I do not understand why a light agent shouldn't be able to modify ticket fields. Here is our use case. When we need to loop in a developer, we change to a special group which adds the development coordinator as a cc, and sends them a ticket digest. They are light agents since we do not want their comments to be visible by the customer. In order to hand off the responsible party, we use a custom field that indicates whether responsibility is on support or development. This behavior has changed so that now, light agents can't edit fields on any tickets.

 

Why?

 

 

August 05, 2013 16:22
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Allen Hancock
watchmanmonitoring

I read here that Light Agents should be able to update public Forum posts.  

However, as of today, "Manage Help Center" is not selectable in the Light Agent permissions. 

With the release of Help Center, what consideration has been given to Light Agents & their ability to edit, or create support articles?

 

 

August 25, 2013 08:54
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Caroline Mitchell

I have a notify requester of ticket updates trigger, and they get all public comments.  However, if our requester is a light agent, they do not get any of the internal comments but are instead getting blank emails when an update happens.  Is there anyway to restrict this trigger to stop sending these emails if the requester is a light agent?

August 27, 2013 18:36
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Bob Novak
Zendesk

@Steven - I'm sorry that this functionality was important for your workflow. Unfortunately that capability was a bug, and Light Agents are not intended to edit ticket fields. The agent that CC's the Light Agent should be assigned to the ticket and will receive a notification when the Light Agent makes an internal note. Then that agent can update the ticket field as appropriate. Since Light Agents are free, they are only intended to make private comments. For additional permissions, the user will need to be a full Agent.

@Allen - I see that this option is not selectable for your Light Agents at this time. Rather than dealing with this in the forums, would you mind creating a ticket about this? I would like to have our product team take a look and verify the intended functionality. Thanks!

@Caroline - You can add a tag to your Light Agents and then have the trigger check to make sure that tag is not on a ticket.

September 04, 2013 12:05
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Allen Hancock
watchmanmonitoring

Hi Bob,

We've been informed that Light Agents can't manage the help center. We have opened tickets for our user who can't edit his posts, and another for overall clarity on what the Light Agent's role is intended to be.

Thanks

September 04, 2013 12:10
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Jillana Peterson
Zendesk

Thanks for the update, Allen! We can definitely look into any issues with your specific users in the tickets.

September 05, 2013 08:59
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Stephen Birdsong
dvsus

@Bob I understand, but considering precedence, it's been behaving differently for over a year  and all my light agents are able to update ticket fields. 

 

Question: can light agents see all comments and attachments?

September 06, 2013 09:25
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Bob Novak
Zendesk

Light agents can see all comments and attachments on the tickets they have access to (this is based on the ticket permissions of the role).

September 06, 2013 09:52
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Kael McDonald

Hi all,

 Due to a misunderstanding on my part, we've gone with the Plus package and since realized that there are no light agent options for anything but Enterprise. I'm curious if there are any possibilities regarding adding a select amount of light agents to a Plus package customer, or any other manner in which we can provide some visibility to the rest of our company. Light agents are the single Enterprise-only feature we need at this time, so it's difficult to pitch the complete change in pricing for that to my higher-ups. If I've found myself stuck in the middle, I understand, but I thought I'd ask just in case.

 Thank you for your time.

September 18, 2013 06:19
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Laura D.
Zendesk

Hi Kael, 

I'm sorry, there's no way to add Light Agents to a Plus account, all of the features in each plan are only available in that particular plan. 

While we can't add Light Agents to your plan, depending on what kind of visibility you want other people in your company to have you may not need to have them be agents at all. If you want these other people to directly be able to step in on tickets and reply to the customer they would need to be full agents, if you want them to be able to leave internal notes for other agents they would need to be Light Agents.

Outside of those requirements there are other options that allow you to keep people informed about what's happening with certain tickets without requiring them to be agents. Features like email targets, SMS alerts, and integrations with internal tools like Yammer, Flowdock, and JIRA let you keep other teams up to date even if they aren't agents. These features don't provide people who get these alerts with a way to update or view tickets unless they are agents, but they can at least see what's happening.

If you have specific situations you're trying to address or more questions about any of these alternatives please let me know and I'll start a ticket for you. 

September 18, 2013 09:57
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xdoomx
mrpgroup

Hi all.

I'm really battling to see the benefits to the light agent functionality.

A light agent actually has LESS permissions than an END USER!??

If you CC a light agent and they reply via email their response is private (to the assignee)

If you CC an end user and they reply, their response is public and directly to ALL (assignee and retrictor)

There should be a way to restrict END USERS replies to Private Only to prevent a PR disaster.

October 04, 2013 09:41
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xdoomx
mrpgroup

Additionally.
What are the benefits to having 'unlimited light agents' on the enterprise plan when I can just CC whoever I want to keep in the loop on a ticket using the CC field?

October 04, 2013 09:42
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Ingmar Zahorsky
Zendesk

Hi Brandon,

Thanks for your question.

A light agent is a restricted agent that does have a number of privileges that the end user doesn't have. For example: a light agent can be part of a group and therefore can receive group notifications. Further, a light agent can view all tickets via the web portal.

The light agent can receive public and private notifications regarding a ticket but all his/her responses will be private. It is more of a monitoring/ internal role for someone that is not supposed to communicate directly with the customer.

If you want to have a private conversation with an end user you could use our linked ticket app. You can find it here:
http://www.zendesk.com/apps/linked-ticket-app

This app allows you to create a separate ticket that is linked to the main ticket. That way, you can have a private conversation that the current requester doesn't see.

 

October 05, 2013 07:31
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Erin Coon

Are Light Agents able to see closed tickets? We have a situation in which a developer needs to see the history of this ticket to address a new one. We have this individual set up as a Light Agent since he does not need to interact directly with our customers. As an administrator, I can see the ticket, its history and status. I've CC'd the Light Agent, but he is still unable to see the ticket, even with a direct link. 

I do not want to change the status of this ticket as it is closed. However, I need to be able to share its contents as background history for our developers (all Light Agents). 

I appreciate any thoughts you have! Thanks!

October 24, 2013 07:20
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Laura D.
Zendesk

Hi Erin, 

Light Agents should be able to see closed tickets. Without knowing specifically the ticket or light agent you're working with my guess is it has something to do with ticket access restrictions: maybe the ticket is in a group that the light agent doesn't have access to, or perhaps the light agent is restricted to only seeing tickets from a certain organization. Even if you've CC'd a light agent, if they have restrictions that would normally prevent them from seeing the ticket, they still won't be able to see it, although I'm fairly certain they would still get notifications about it.

If those settings are okay and the light agent still can't see the ticket, please let me know and I can start a ticket for you or you since you're on the Enterprise plan you can call us and we'll look at it with you (888-670-4887).

October 24, 2013 10:25