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

Light agents are available as a feature of the Collaboration add-on. Light agents have limited permissions but can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to the ticket. All ticket comments by light agents are private, including the first comment of any tickets they create.

This article contains the following sections:

• Understanding what light agents can do
• Configuring light agent ticket access and reporting permissions

Important: You are prohibited from using the API or any Software to effectively provide Light agents with access, functionality, or permissions that they are not otherwise permitted to use or access in the Zendesk Support Agent user interface (as set forth below).

Understanding what light agents can do

Light agents have the following access and permissions.

Area	Light agents can...	Light agents can't...
Tickets	View either tickets assigned to groups they're in or view all tickets Make private comments Be the ticket requester Edit ticket properties at the time of ticket creation Be CC'd on tickets (see Setting permissions for CCs and followers) Create tickets on behalf of existing 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 Add, access, and download attachments Create, reply to, close, and reopen side conversations	Make public ticket comments Be assigned to tickets Edit ticket properties for tickets they are not the requester on CC agents or end users other than themselves, except for when they create a ticket Use the @mention feature because it adds a CC to the ticket, which they don't have permission to do Respond to CSAT surveys
People	View user profiles	Edit user profiles Assume a user's identity Change a user's password Create new end users
Guide	View areas of the Help Center knowledge base and community that are restricted to agents (Guide Enterprise and Legacy) Add and edit articles and posts in knowledge base sections and community topics where agents have permission	Be a Guide Manager View article revisions (Guide Lite and Professional) Add and edit articles and posts in knowledge base sections and community topics where agents have permission
Reports	View Explore dashboards that have been shared with them (Support Enterprise only)	Create and share Zendesk Explore queries and dashboards
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. Respond to CSAT surveys
Channels		Respond to calls Manage channels
Mail API		Respond to notifications or create new tickets
Apps	Use any installed Zendesk apps within Support Perform permitted actions on their tickets in the Zendesk Support Mobile app
Zendesk Chat	Light agents can reassign a ticket from chat if they were the serving agent. Once the ticket is assigned to another agent, the light agent cannot change the ticket assignee.
Zendesk Talk		Light agents cannot be enabled as Talk agents.

Configuring light agent ticket access and reporting permissions

The method you use to configure permissions for light agents varies depending on whether you are on a Support Professional or Enterprise plan. Most of the light agent permissions can't be configured. You can configure options for ticket access for light agents, and, if you're on Support Professional or above, you can additionally configure access to reports. The other light agent permissions shown in the table above can't be changed.

• Configuring light agent permissions with Support Professional
• Configuring light agent permissions with Support Enterprise

Configuring light agent permissions with Support Professional

If you're using Support Professional, you can configure light agent permissions for reports and ticket access.

To edit reporting and ticket permissions for light agents (Support Professional)

1. Click the Admin icon () in the sidebar, then select Settings >Agents.
2. Next to Light Agent access, select an option for What kind of tickets can this agent access?:
   • All within this agent's group(s) for light agents to access only tickets in their groups.
   • Requested by users in this agent's organization for light agents to access only tickets requested by users in their organization.
   • All for light agents to access all tickets.
3. If you selected All within this agent's group(s) above, and you want light agents to still be able to assign tickets to any group when they're the requester, also select Agent can assign to any group.
4. For What can this agent do with reports, set Insights reporting permissions to Can view only or Cannot view. Light agents with Support Professional cannot view or access Explore reports.
5. When you are finished, click Save.

Configuring light agent permissions with Support Enterprise

If you're using Support Enterprise, you can only configure light agent permissions for ticket access.

To edit reporting and ticket permissions for light agents (Enterprise)

You can't clone or modify the light agent role, except for the two settings for tickets and reporting.

1. Click the Admin icon () in the sidebar, then select Manage > People.
2. On the People page, click roles.
3. Next to the Light agent role, click edit.

   If you are using Explore, you can only change settings in the Tickets section.

4. Under Tickets, select an option for What kind of tickets can this agent access?:
   • All within this agent's group(s) for light agents to access only tickets in their groups.
   • Requested by users in this agent's organization for light agents to access only tickets requested by users in their organization. Light agents with Support Enterprise can't access queries or edit Explore reports, but you can share Explore dashboards with them in view only mode.
   • All for light agents to access all tickets.
5. If you selected All within this agent's group(s) above, and you want light agents to still be able to assign tickets to any group when they're the requester, also select Agent can assign to any group.
6. Click Update role.