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

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131 Comments

  • Jonathan March
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    a) Are you sure it was a hard refresh (typically pressing shift key when refreshing), not just a refresh?

    b) This is a new error to me (and to google search though I didn't try spelling variations). If nobody else recognizes this, I would suggest opening a support ticket (or perhaps ZD staff would do so for you.)

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  • Brett - Community Manager
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    Hey Jonathan,

    You may also want to check and make sure that this light-agent is only adding and internal comment. If they attempt to make a field change, including the ticket status, then I believe this error would show up.

    If this issue keeps occurring, let us know and I can create a ticket on your behalf to troubleshoot further.

    Thanks!

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  • Fiona
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    Hi

    Can light agents receive a dashboard through Explore through the 'share' or 'schedule' options?

    Thanks!

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  • Brett - Community Manager
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    Hey Fiona,

    With the new Explore for Light-agent permissions that was recently released, you should now be able to schedule reports to be shared with your light-agents.

    Let me know if you have any other questions!

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  • Fiona
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    Thank you, Brett!

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  • Carsten Falborg
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    Hi

    The article doesn't mention anything about Chat. Are light agents able to use Zendesk Chat and if so, can they enable themselves for chat if need be? ie. go their profile and flip the Chat switch.

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  • Nicole - Community Manager
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    Hi Carsten - 

    Sorry it took a little while, but I finally got to the bottom of this. Light Agents cannot respond to chats. However, Chat-only agents do become Light Agents in Support if you have the Collaboration add-on.

    What you will want to do to enable this is make those agents Chat-only, and then effectively they will be Light Agents who can handle chats. But if you start from the place of being Light Agents, you will not be able to add the ability for them to use Chat. 

    They would not have the ability to flip the switch. This must be done by an administrator. 

    For more information, see: Do Chat-only agents have access to Zendesk Support 

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  • Scott Davis
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    Is it possible for a light agent to receive an e-mail notification that a internal comment has been left on their ticket?

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  • Devan
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    Hello Scott Davis,

    Yes, light agents can receive an email notification that an internal comment was left on their ticket. You should be able to set this up by using the trigger action email user and then select light agent or the specific agent.

    Best regards. 

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  • Mike Sanchez
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    Can light agents make outbound calls?

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  • Nicole - Community Manager
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    Hi Mike -

    You must be an agent in Talk to make an outbound call, and since Light Agents cannot be enabled as agents in Talk, Light Agents cannot make outbound calls.

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