Understanding and setting light agent permissions

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155 Comments

  • Beau Padesky
    Zendesk Customer Advocate

    Hello Allison,

    As long as agents have permissions to the article, light agents too should be able to edit. See https://support.zendesk.com/hc/en-us/articles/360001211527

    Beau | Customer Advocate

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  • Delphine Pougnard

    Good morning,

    Not sure if this has already been addressed previously, sorry if it is a repeat question.

    I'm having trouble with the current light agents permissions. When one of our light agent replies on a solved ticket, it does not change the status to open. So our agents don't receive any notification / can't be aware they have replied.

    This is problematic as our light agents are not aware we could not see their reply and our agents sometimes miss important notes that require action their end.

    Is there any workaround to cover this scenario: if a light agent adds an internal note on a solved ticket, the ticket status will change to open.

    Has anyone faced a similar problem and found a solution ?

    Thanks

    1
  • Beau Padesky
    Zendesk Customer Advocate

    Hello Delphine,

    You can setup a trigger for the purpose of reopening tickets upon light agent response, please see Brett's threaded recipe in the community post here: https://support.zendesk.com/hc/en-us/community/posts/360000925927-Set-ticket-to-open-when-a-light-agent-post-an-internal-note Note that the one amendment you'd make to the recipe would be changing the "status" condition to "status > is > solved".

    Beau | Customer Advocate

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  • R

    How does a light user create a ticket on behalf of someone else?

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  • Elspeth

    Hello, 

    Our Customer Service Team caters to both our stores and customers enquiries or concerns. Our stores are light agents so when they submit a request to us, the ticket would be sent to Zendesk as an internal note. We will then use the same ticket to email our customers with the store (light agent) added as a follower. 

    If we removed the light agent as a follower and then later on re-added them, will they be able to see all prior internal notes added on the ticket or just the internal notes that are added after they were added as a follower? Thank you. 

     
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