Understanding and setting light agent permissions (Collaboration Add-on)

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116 Comments

  • Jessie Schutz
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    Hi Tobias!

    Light Agents cannot add tags, but they can mention/be mentioned in tickets.

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  • Nicole - Community Manager
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    @Karol - that's correct, there's no limit to light agents with the add-on. No additional costs unless you need to upgrade any of them to full agent access. 

    @Josh - no, light agents cannot answer calls, they must have an agent seat to be able to respond externally. 

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  • Jessie Schutz
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    Thanks for the additional context, Candace!

    I'm afraid that, for your specific use case, having your Light Agents work in the Agent Interface is the only option you have available. I'm glad you gave your feedback on that beta, though! I know there are others who would like to be able to do something similar as well.

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  • Claire Smith
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    Hi!

    Can light agents access reporting?

    Thanks

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  • Comment actions Permalink

    We have a regular support plan and have just noticed that the admin can not assume the identity of agents.  Is there something I am missing since we use to be able to do it all the time.

    Thanks

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  • Jessie Schutz
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    Hi Shireda!

    Your plan level wouldn't have any impact on the ability to assume users in Support, so not to worry there.

    In the old version of Zendesk (which we call Web Portal) admins had the ability to assume agents, but that functionality doesn't exist in the current agent interface. 

    Luckily there is a workaround you can use. Just navigate to yoursubdomain.zendesk.com/users, and you'll be taken to the Web Portal version of your user list. From here, your admins will be able to assume agent profiles.

    Hope that helps!

     

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  • Conza
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    Hi team,

    Is there a way to know when you are CC'd into a ticket, via just the email you receive - as to whether you are a light agent or NOT? 

    What I mean by that is: we have thousands of staff user emails (across our 73 stores around the country). A fraction of those staff in store do online orders. When engaging with them (a customer wants to know an update on a package being sent), so we email the online store group (which comprises new people added and removed occasionally). 

    Emailing: wsc.[store]@company.com - it goes no e.g. 5 individual emails. Those in the group. If I have added them previously as a light agent individually - no worries at all.

    However, if they have slipped through the cracks - and are not individually a light agent: IF they get the email, and IF they respond - they will be an END-USER, yes? 

    Does that comment go public, immediately or internal? 

    I will be sending customer complaints to the stores to action; and so I don't want to have someone I don't know in the group - respond, thinking it is going to be internal, when it also can then be seen by the customer. 

    Any help, greatly appreciated. Many thanks.

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  • Nicole - Community Manager
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    Thanks for digging that up, Conza. I'll be sure to ping the relevant Product Managers about that thread.

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  • Tobias
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    I contacted the support for my mentioning problem. And it's correct, that a light agent can't mention other agents. Light agents can only be mentioned by Agents.

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  • James Sanford
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    Hey Candace!

    If your Light Agents are the Ticket Requester they will already have the option to change the Status (Though this would not occur automatically if they are updating via email for instance. Also, please note that in this case the workflow you are configuring this for is not bypassing the limitation of the Role since Light Agents would have this access natively as long as they are the Requester).

    Light Agents can "edit ticket properties for tickets they're requesters on after the ticket is created."

    To ensure your Trigger in this case is only affecting tickets where the Light Agent is the Requester you can modify the Trigger conditions slightly, this would be my suggestion for handling this particular workflow in a way that would prevent any conflicts with the nature of the Light Agent Role itself.  (This does assume the ticket is being set to pending/solved when being responded to by full Agents)

    Shawn,

    A quick note on your Trigger recommendation, whenever possible you will want to avoid using "Status is New" and instead make use of the "Ticket is" condition. Triggers: The importance of the 'Ticket is' condition

    (Edit: Please note that I am a Customer Advocate and not a member of our Legal team.  This response is based on my interpretation of the Master Subscription Agreement with the intent to inform and ensure awareness)

    Ellipsis used for clarity and conciseness.  Please also note consultation (the purpose of Light Agents) under the Definition for Processing/To Process/Processed in Section 1.

    2.7 "... Subject to any limitation on the number of individual Agents available under the applicable Service Plan(s) to which You subscribed or applicable Deployed Associated Service, access to and use of the Services is restricted to the specified number of individual Agents permitted under Your subscription to the applicable Service....You agree and acknowledge that You may not use the Services, including but not limited to the API, to circumvent the requirement for an individual Agent Login for each individual who (a) leverages the Services to interact with End-Users; (b) Processes data related to interactions with End-Users..."

    While the action of modifying the Status to Open for Light Agent comments is relatively minor in the grand scheme, as a consultant for these requests who do not have access to modify this value natively (outlined by the restrictions for that Role within this article) this can be considered circumvention of the requirement for that user to have their own full Agent Seat.

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  • Cyrup
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    Can Light Agents Solve tickets?

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  • Brett - Community Manager
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    Hey Conza,

    If I'm understanding your use-case correctly, what if you just add the Status > is not > On-Hold condition to your trigger so the ticket no longer re-opens when it's in that status?

    Let me know if I'm mistaken!

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  • Pedro Rodrigues
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    Hi Antonio, I'd say it's mostly because the role was created with the objective of consulting information rather than participating in updating it. That said, I understand how that limitation can be an inconvenience when building workflows.

    I don't really understand your question about reassignation. You mention "send it back to the full agent", but since light agents can't be assignees, the agent value wouldn't necessarily change, right?

    Workaround. Anyway, this is how we did it in a couple of workflows, for your consideration:

    • Standardize a set of keywords e.g. light_assign_agent1, light_assign_agent2, etc. for them to use in their internal note
    • Create a trigger that checks if ticket is updated + current user not end user + comment is private + comment text includes light_assign_agentX = Assignee is Agent X + ... (any other action required, e.g. notifying the Assignee by email)
    • If each agent has a "My assigned tickets" view, that ticket will show up there. Or tag those reassignments and create a specific views to see tickets reassigned by light agents

    The feasibility of this will depend on how many regular agents participate in that specific workflowm and/or how you have it configured (in terms of macros and views, for example).

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  • Nicole - Community Manager
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    Hey Charlie - 

    That's correct. The Light Agent role is really meant to just be a read-only type of thing, so that individuals with specialized knowledge can weigh in on internal conversations regarding tickets. But it's not meant to be an end-user-facing role.

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  • Candace Alexandres
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    I understand the reasoning behind light agents not being able to leave a public comment when they are not the requester. That being said, if the light agent happens to be the actual requester, why does their comment have to be private? 

    Because of your current restricts in the "My activities" section of Guide, this is causing us some issues. 

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  • Ajit Kumar
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    Hi Conza,

    In order to activate light agents, you will need to list each individual light agent under ANY of the following conditions. So it should read Current User Is [Name of Light Agent]. 

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  • Qiao Liang
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    Understanding that light agent could only post private comments, if a light agent does a "Replying All" in the support email thread directly, including the support ticket thread email handle 'support+idXXXXX@xxxx.com', will the customer see the reply?

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  • James Sanford
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    Hey Shawn and Conza!

    Please note that these Trigger configurations are an attempt to overcome product restrictions associated to the Light Agent Role (Light Agents cannot modify ticket properties).  Workflows of this nature can conflict with our Master Subscription Agreement.

    If you need your Light Agents to be updating ticket properties we would recommend moving them to a full Agent Role.

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  • Jessie Schutz
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    Hey Tobias! I'm so sorry I haven't gotten back to you on that yet. The Community Team has been slammed this week!

    I apologize for getting that information wrong; I'll need to figure out why I was getting a different result.  Let us know if you need anything else!

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  • Jessie Schutz
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    Hey Tobias, thanks for following up. 

    I tested this in my own instance and was able to make this work. Let me go back and try it again to make sure that I wasn't hallucinating! I'll check back in as soon as I can.

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  • Conza
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    The Zach,

    Thanks!

    Re: "were you hoping to have it so any light agent who attempts to update the ticket, defaults to private note? "

    = All their comments are private not, yes?

    The end goal of the particular trigger - was for any light agents (store, internal staff) who update the ticket (whether solved or not), it re-opens it for the agents. So it doesn't get lost or unseen.

    "Light Agent Updated Ticket - Set to Open"


     

     

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  • Jessie Schutz
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    Hey Sean! Long time, no see. ;)

    Sorry about the delay here. Ultimately it boils down to a difference between how we intended for Light Agents to be used when we created them, and how customer use of the feature has evolved since that time.

    I chatted with Product last week about it, and they'd like to get more information about your use case and how you're using Light Agents that would require this kind of functionality. Would you mind hopping over to Product Feedback and laying it out for them?

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  • Nicole - Community Manager
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    Hi Lior,

    No, Light Agents are the only role we enabled for that sort of function.

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  • Shawn Oudavanh
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    If you don't want to reassign the solved ones you would have to wait for them to close or force them to close with an automation.

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  • Colin Piper
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    @Dan. No, unfortunately you cannot create multiple Light Agent roles. If you try then they will be counted as full agents.

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  • Janis Polis
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    Hi,

    Here is my situation. I have a small organization with 3  support agents using ZD Support at company HQ. They all have Professional licences. Occasionally they need to involve one of our 10 store managers, who are not currently using ZD, in either directly answering the customers request or just providing feedback.

    We have currently added those 10 store managers as end users in ZD and agents are CC'ing them to cases where they need to get involved in the conversation with the customer. However, this is super limited in functionality - it only works with email tickets (for FB the responses from CC's person gets added as comment to case but never posted to Facebook), it is impossible to share the ticket with store managers without first sending a reply to the customer, and all store manager responses are public, so it is impossible to engage in "behind the scenes" conversation between agent and store manager, before providing public reply.

    Then I thought that maybe buying licences for 10 light agents and enabling side conversations might be a solution, but no - it turns out that then our store managers would not be able to simply reply to email from Zendesk to respond to customer, as all light agent replies are added as internal comments.

    So what are our options? Buying another 10 pro licences for all store managers would be a serious overkill, as there are few tickets when they need to get involved.

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  • Charlie Smith
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    Hello, just reading through the comments, can you just confirm that Light Agents cannot have a Zendesk talk licence unless they are a full agent also?

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  • Tobias
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    @jessie i need to get back to your answer. If I start mentioning someone from an Agent Account with @name then the system helps me with auto filling but as an Light Agent it doesn't work for me. So as Light Agent I can't mention someone even in the internal comments

     

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  • Josh
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    Can you add so light agents can answer phone calls?

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  • Julie Gray
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    I apologize if this has been asked, I searched a little and didn't come up with my answer.

    If a Light Agent is CC'd on a ticket and they reply to that ticket, via their email - does that message go to everyone who is cc'd on the ticket. Or is it just an internal note? 

    Thanks!

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