Understanding and setting light agent permissions (Professional Add-on and Enterprise Add-on) Follow

Light agents have limited permissions but can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments. All comments by light agents are private, including the first comment of any tickets they create.

You can't clone or modify the light agent role, except for the two settings for tickets and reporting. Light agents are available as a Professional Add-on and Enterprise Add-on.

This article contains the following sections:

You can also watch this short video:

Using Zendesk Support as a light agent (1:24)

About light agent permissions

The light agent role has the following access and permissions.

Table 1.
Area Light agents can... Light agents can't...
Tickets
  • View either tickets assigned to groups they're in or view all tickets. For details, see Updating reporting and ticket permissions for light agents.
  • Make private comments.
  • Be the ticket requester.
  • Edit ticket properties at the time of ticket creation.
  • Be CC'ed on tickets.
  • Create tickets on behalf of end-users. However, the end-user won't be able to see it until another agent adds a public comment.
  • Edit ticket properties for tickets they're requesters on after the ticket is created.
  • Make public comments.
  • Be assigned to tickets.
People
  • View user profiles.
  • Edit user profiles.
  • Assume a user's identity.
  • Change a user's password.
  • Browse or search for users.
Help Center
  • Cannot be a Help Center manager.
Reports
  • Create or edit reports.
Views
  • See views only.
  • Create or edit views.
Business rules
  • Apply macros
  • Create, view, or edit macros, automations, or triggers.
  • Be used as conditions in business rules. For example, you can't create a trigger that emails the agent assigned to the ticket when a user who is a light agent comments on it.
Channels  
  • Respond to chats or calls.
  • Manage channels.
Mail API  
  • Respond to notifications or create new tickets.

Updating reporting and ticket permissions for light agents

To edit reporting and ticket permissions for light agents
Note: For Professional accounts, light agent permissions are located under Admin () > >Agents.
  1. Click the Admin icon () in the sidebar, then select Manage > People.
  2. Click roles.
  3. Next to Light agent, click edit.

    You can change settings in the Tickets and Tools sections only. You cannot change any other settings for light agents.

  4. Next to Tickets, select what kind of tickets light agents can access:
    • Select All within this agent's group(s) for light agents to access only tickets in their groups. If you want them to still be able to assign tickets to any group when they're the requester, also select the Agent can assign to any group check box. Light agents can also access tickets requested by users in their organization by selecting Requested by users in this agent's organization.
    • Select All for light agents to access all tickets.
  5. Next to Tools, set reporting permissions to Can view only or Cannot view.
  6. Click Update role.
Have more questions? Submit a request

Comments

  • 0

    Hi!

    Can light agents access reporting?

    Thanks

  • 0

    Claire

    Yes, Light Agents can access reporting. You have the option of setting Light Agents with Viewing access or no access. Light Agents cannot edit reports.

    Also, the privilege is set at role level, not individual user. If you allow Light Agent to view reports, that setting applies to all Light Agents.

  • 0

    The ZD pricing is very frustrating. We need to have 3 people (in sales, product and management) from within our ORG CC'ed on all tickets.

    We currently have 5 paid Pro agents @ $59 per month. The original solution was to add 3 more Pro agents @ $59 per month. Now we can add 10 light agents @ $250 per month. WTH? We simply need to auto CC 3 people in the ORG.

    The kicker here is, we only need one agent to monitor the community. So we have to upgrade all 5 agents to the pro @ $59 vs. team @ $25.

    I think we found a better solution. Since the community has not until very recently had any significant upgrades. We will abandon the ZD community and migrate that to a competitor. Pay for one user there and downgrade the remaining 4 agents to essential and add the 3 additional agents. Doing this we will get a superior community and save 2/3 the cost.

    That all being said. Would be nice if there was:

    1. A lower flat rate for individual light agents and not a 10 agent minimal @ additional $250.
    2. A way to mix plans. Something like 2 pro agents w/ 3 essential agents.
    3. Have a separate plan or add-in for community moderators
    4. The best of all is to simply allow automated way to CC additional folks.
    Edited by Jason Walker
  • 1

    Light agent role need to be clone-able.

  • 0

    Hi Jason!

    I'm sorry to hear that you're feeling frustrated right now. I'm going to pull you into a ticket so someone on our Support team can confirm what plan you're currently on, and walk you through the changes you want to make and what that's going to look like.

    In the mean time, you can find a list of pricing FAQs here: FAQs on Plan Changes Introduced in November 2015. Hopefully that will help to clear things up for you.

    We'll see you in your ticket shortly!

  • 0

    Not sure if this has already been addressed previously, sorry if it is a repeat question, why can't Light Agents create Views?

    It would be ideal for our Light Agents to be able to create their own personal Views to help them find all tickets that meet certain criteria like requester, or brand, etc. Instead all they can do is search every time they need to find tickets or I have to create the Views they need and then those Views are there for everyone in the Group to see. I need another way to help Light Agents sort through tickets. Is there anything anyone can think of?

  • 1

    Hi Zendesk,

    I've searched for an answer to this, but I haven't found one as yet.

    If I create a Role that has access to post private comments only, is that equivalent to a Light Agent and therefore does not count towards our Agent license count?

    The reason for this is we would like our Light Agents to be able to update End User accounts, but this is not selectable with the standard Light Agent role.

    Thanks! Dan.

  • 0

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

  • 0

    Bummer. Thanks for the swift reply though Colin!

  • 0

    Please could a Help Centre section be added to this article?  After experimenting it seems Light Agents pretty much act like non-Manager Agents for adding articles and moderating posts, but it would be nice to see it in here.  I hadn't realised they would be able to edit community posts until after we got the add-on!

  • 0

    Hi Ola!

    That's a good suggestion! I'll send this along to our Docs team to see if we can do that.

  • 0

    @Pierre Grenier or any one else on the ZenDesk team.

     

    Can we please make a user role that can only access the knowledge base? Or make it so that you can have some light agents with access to all tickets and some light agents with limited access to their groups?

     

    We're trying to build an internal knowledge base using Help Center and want to use Light Agent accounts to have different departments access it, but operationally we've enabled Light Agents to see all tickets because our warehouse floor needed a better way to view all of the relevant tickets they're copied on (about 40 light agents).

    This warehouse floor will never respond publicly, and do not need full agent functionality, but we do not want to add them to the Customer Service group because the CS group only has about 15 true agents in it, the list of assignees would get completely bogged down with non-agents. Because of this, we made light agents able to access any tickets, so we could make views for the warehouse floor based on custom fields (for tickets outside their group).

     

    What we need now for our knowledge base is a user role that can only access the knowledge base and no tickets.

  • 0

    @Anthony If your goal is to provide certain staff members with access to no internal tickets but specified internal KB articles, the easiest way to do it would seem to be to define a virtual "organization" to which those staff members belonged, and make those limited-access KB articles not truly internal, but rather in a section whose access is limited to members of that organization.

  • 0

    I have a really old question to bring up, because I didn't see anyone ask it yet....

     

    We've been using light agents for years and find them valuable to provide insight into a non-ticket-owning-agent's workflow and monitoring of the staff's customer-base.

     

    However, I just stumbled onto a problem that I do not understand how it could exist in the first place.

    So I see that Light agents cannot search for end users. They can search "John Smith" and IF that name was used in a comment/note/description of a ticket, they can see all the tickets with that string used in it.

    They can search for "Super Awesome Company" and find their ORG, then click on said org, view all tickets, click on "John Smith's" tickets, and then click on "John Smith" and see all his tickets... Great!

    Why in the world can they not search for users then?

    Does the ability to search for all John Smiths, click on the right one in the Users search results somehow give them some power that they cannot access through the "workaround" by finding an org and clicking on a user's name?

     

    Here's my use case, it's pretty stupidly straight forward:

    "Account Management is assigned 20-1000 accounts. They are orgs. Those orgs have between 2 and 2000 users in Zendesk. When they receive a call or email that a user is having problems, they want to quickly, easily, and efficiently find their customer's tickets. The customer didn't provide a ticket number, so instead of asking the customer to provide it, or bother support for the ticket link... they are just going to search their name, pick it from the user list, and view all tickets, sort, etc."

     

    Why does this require going to the Org, finding the user out of the list of 2000 and then viewing all their tickets? Why the extra work?

    I'm sure there was at some point some sort of possible reason, and I'd:
    a. love to hear it

    b. petition for a change.

     

    I'll check the community for an enhancement but I really want to implore you to make this change someday, preferably soon, and would love to understand if there was a real good reason why they cannot search users.

    Edited by Sean O'Hara
  • 0

    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?

  • 0

    Thanks for the reply Jessie! I know it's an older thread, and I'm definitely happy to help lay out the use case a bit more, but just for this thread's sake the short version is that our light agents, who are working with certain customers, need to have quick access to specific users' tickets and the easiest way is to search for a user and then hit their name for ticket lists. If they can workaround through orgs, why prevent the direct searching of users?

    I'll be hopping over to the Product Feedback section to help plead our case!

  • 0

    If I'm understanding what Jake told me when we talked about it on Friday, we looked at the overall functional restrictions for Light Agents along with the idea that the role would be used for monitoring and internal consultation with non-customer facing entities, it made the most sense on the back-end for us to restrict the user search function completely. Bear in mind that I'm just relaying the message; I'm not well-informed enough to expound on it further than that. :)

    I think you are far from the only person who is leveraging that role into workflows that push the boundaries of what we envisioned when we built it. Necessity is indeed the mother of invention. :)

    Thank you for being willing to cross-post your use case!

  • 0

    Hi,

     

    I understand that for Professional and Enterprise you get a limitless light agent licences? Any additional costs?

  • 0

    Can you add so light agents can answer phone calls?

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