Can Talk or Chat be enabled for light agents?

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  • Daniel Baras

    More details on understanding and setting light agent permissions can be find here.

    It would be a nice to can be able to clone the light agent roles to make them more useful

    Already suggested here please vote and comment 

  • Oly M.


    How is it that an agent can give access to an agent light?

    • Having an active chat,  just adding an agent light?

    The article Understanding and setting light agent permissions (Collaboration Add-on), does not mention it.

  • Brett Bowser
    Zendesk Community Team

    Hi Oly,

    If you'd like to give light-agent access to Chat, you can do so directly from their Support profile.

    Screenshot for you below:

    Let me know if you run into any issues enabling this for a light-agent.


  • Mia Jonson

    Is there any view for the light agent to see all their tickets where they are about to chat, respond on emails or side conversations? Thats the only part we are missing in our evaluation tests right now!

  • Nicole S.
    Zendesk Community Team

    Hi Mia -

    Light Agents cannot be assigned tickets; but they can view tickets that they've been cc'd on or tickets that they're the requestor on from within their support profiles: 


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