Understanding light agent permissions (Enterprise)

Enterprise customers can create an unlimited number of light agents at no additional charge. Light agents have limited permissions but can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments.

You can't clone or modify the light agent role, except for the two settings described below in Updating reporting and ticket permissions for light agents. The light agent role has the following access and permissions.

 
AreaLight 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 when they're the ticket requesters.
  • 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.
  • Make public comments.
  • Be assigned to tickets.
  • Edit ticket properties for tickets they're requesters on after the ticket is created.
People
  • View user profiles.
  • Browse or search for users.
  • Edit user profiles.
  • Assume a user's identity.
  • Change a user's password.
Forums
  • View and add topics to unrestricted forums.
  • View or add topics to restricted forums.
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 chat requests or Zendesk Voice.
  • Manage other channels, like Facebook or Twitter.

Updating reporting and ticket permissions for light agents

The steps below explain how to modify report and ticket viewing permissions for the light agent role.

To edit reporting and ticket permissions for light agents
  1. Click the Admin icon () in the sidebar, then select Manage > People.
  2. Click roles.
  3. Next to Light agent, click edit.
  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.
    • 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

  • Avatar
    Patrick Desroches

    Hi,

    I like the concept, but let me know if this is possible.

    We run a group buying site. I was thinking of creating a light agent for each business we do a deal with. The purpose would be for them to see what our users say about their business or deal and have the possibility to add feedback ( private comment ). 

    This would allow us to save a lot of time communicating with the business for particular cases.

    Now if I understand correctly, I need to create a group for each of those business and assign agent to them.

    If a ticket is assign to one of our regular agent, we can't have this agent be part of every group. Even if we do that, assigning a ticket to a regular agent that is part of every group mean that all groups would end up seeing those tickets ?

    Am I right or is there another way of doing this.

    Thanks a lot

  • Avatar
    Pierre Grenier

    Bonjour Patrick...  not sure about the entirety of your use case but yes you would need to create one group per partner.

    Also, note that normal agents can also be restricted to a group.  So I assume that you would have one light agent per group and each normal agent covering a subset of your groups.

    Note: The answer to "assigning a ticket to a regular agent that is part of every group mean that all groups would end up seeing those tickets?" is it can be no (but you need to make sure that a "regular agent" is group-restricted.

  • Avatar
    Thomas Andersen

    Can light agent forward tickets into Zendesk?

  • Avatar
    Gert Boers

    Where can i find these settings for a light agent? I can't seem to find them...

    When i edit a light agent, there are no settings for tickets, people, forums and tools (or so it seems).

    Thanks 

  • Avatar
    Max McCal

    @Thomas -  Light agents should be able to forward tickets into zendesk. They can't be assigned to them, but if Agent Forwarding is enabled on the Settings > Agents page, any email they forward from their agent email address will become a ticket in Zendesk with the original sender as the requester.

  • Avatar
    Max McCal

    @Gert -  What setting are you looking to update? The Light Agent role is fixed and cannot be altered, unlike other roles. Access permissions of Light Agents are not alterable because they exist as a tool to enhance internal communication, rather than as full agents with customizable roles. Only full agents are allowed customizable roles.

  • Avatar
    Thomas Andersen

    Splendid!

  • Avatar
    Gert Boers

    @Max - I guess i was looking for the screenshots above, but I've must have not read properly... It would be handy though if it could be altered :)

  • Avatar
    Pierre Grenier

    Guys, we have made one modification.  Now light agents can view either all tickets or just tickets that are assigned to his/her group(s).

    Screen_shot_2011-11-15_at_6.04.09_PM.png

    So the light agent role can be customized for the two choices above.

  • Avatar
    Laura

    Can light agents be notified of new tickets?

  • Avatar
    Pierre Grenier

    @Laura... the answer to your question is yes (given that you have set up the right notifications and group ownership for light agents)

  • Avatar
    Izabela Wize

    Hi, I am not entirely sure how to let a light agent know that his/her assistance is needed on a ticket? I understand that the ticket cannot be assigned to a light agent but is there an internal way (via email maybe) that I can use to let a light agent know that his/her expertise is needed on the ticket?

  • Avatar
    Max McCal

    Hi, Izabela -

    You can draw a light agent's attention to a ticket by labeling them as a CC on the ticket (which will notify them of all public and private comments as long as they're listed). This is probably the simplest method. Thanks!

  • Avatar
    Izabela Wize

    Hi Max, Thanks the info! How could I not realise that it's so simple:) Many thanks again!

  • Avatar
    Nick Houldsworth

    If I CC a light agent on a ticket, does that mean they will still only be able to reply privately. If they were not a light agent (just an end user), as a CC on a ticket, would they be able to public reply?

  • Avatar
    Jill Kaselitz

    Hi Nick,

    While we've already addressed your request via email. I wanted to post a public reply to your questions here.

    -When a light agent is CC'ed on a ticket, their replies to CC email notifications will update the ticket with a private comment.

    -When an end-user is CC'ed on a ticket, their replies to CC email notifications will update the ticket with a public comment.

    Please don't hesitate to let us know if you have additional questions.

  • Avatar
    Jesper Juul Andersen

    Light agents a s forum moderators would be highly appreciated! For example, we have an intern for a couple of months, he will not be answering tickets but we would like to have help with setting up our forums in our new swedish foum/spoof. To ad a agent at 99$/119$ is simply not worth it, and never will be, but the value of having light agents as forum moderators will still have a high value for us (and if still were on the starter plan we would have added him as an agent).

    I highly doubt you will loose many apid agents as adding this feature to the ligh agents role, but it will improve the value of the enterpris eplan tremendously.

  • Avatar
    Evan Kanouse III

    Can a Light Agent change the status of a ticket via a macro? For example, I would like a light agent be able to press a macro that would change the value of a current drop-down custom field.

  • Avatar
    Pierre Grenier

    @Evan... unfortunately this is not possible.  At this time, Light agents can only affect a ticket through private comments.

  • Avatar
    Martin Lögdberg

    Hello, I wonder if it is possible to hide private comments for a group of light agents? The reason is that I have some support staff that are not supposed to be able to view and make private comments. Is it possible? 

  • Avatar
    Dan Shinton

    I wish the workflow for light agents was a little better. For example, in a development organization with many people of varying responsibly, it would be nice to be able to escalate a ticket to a developer acting as a light agent for advanced troubleshooting and then once the troubleshooting is complete, have a way to notify the ticket owner that the ball is back in their court.

    Right now the only way I can find to do this to make developers full agents, which is cost prohibitive.

  • Avatar
    Pierre Grenier

    @Martin... I am afraid this is not possible to achieve your goals with Light agents.  However, it seems that these agents are essentially an end-user.  Not sure about all the limitation of your use case but you might be able to achieve your goal by making the agent "end-users" and giving him/her the ability to see all the tickets within an organization (long shot?).

  • Avatar
    Brian Webb

    @Pierre... I have the same scenario as Dan. The "developer role" needs to be able to access all the tickets in all Organizations. They need to be able to submit private comments when they are finished and possibly assign the case to another group for additional troubleshooting. If a Light-Agent had the ability to edit properties on custom fields, I think this would allow us to create a work around.

  • Avatar
    Kayla Anderson

    If an agent makes a Private comment on a ticket does the light agent and or other agents get notified if they are cc: on the ticket.  How else can we get other agents attention without involving the end user?

  • Avatar
    Jenny Gliddon

    Can a light Agent search on external IDs.  thanks Jenny

  • Avatar
    Justin

    Kayla: If other agents are on the CC list, or you have triggers setup to notify agents when a ticket update is made, they'll receive the appropriate email. 

    *Jenny: *Light agents cannot browse or search for end-users. 

  • Avatar
    Diego Pereira

    the light agent can close a ticket? or change a ticket to OPEN?

    thnaks 

  • Avatar
    Pierre Grenier

    @Diego... the light agent cannot change ticket fields unless they are the requester of that ticket.

  • Avatar
    Cassie Wallender

    Can a Light Agent add/edit knowledge base articles?  I have some SMEs in my company I'd like to contribute to FAQs, but don't want to make them full agents. 

  • Avatar
    Pierre Grenier

    Cassie, light agents can add topics in forums which are unrestricted as per the screenshot above.  So it means that they can create topics wherever end-users can create topics.

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