Understanding and setting light agent permissions (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. 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 cannot be enabled as Talk agents. Light agents are available as a feature of the Collaboration add-on (see About add-ons).

This article contains the following sections:

• About light agent permissions
• Updating reporting and ticket permissions for light agents

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).

About light agent permissions

The light agent role has 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 (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'd on tickets 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 Access and download attachments Create, reply to, close, and reopen side conversations	Make public 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 Rate tickets via 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 (Guide Lite and Professional) Add and edit articles and posts in knowledge base sections and community topics where agents have permission
Reports	Either view or have no access to Insights and built-in reports (see Updating reporting and ticket permissions for light agents)	Create or edit reports with Insights Access Zendesk Explore
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. Rate tickets via 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

Updating reporting and ticket permissions for light agents

For light agents, you can set permissions for ticket access and reports viewing only.

Important: The information in this section applies to Insights and built-in reports only. Light agents cannot access Zendesk Explore.

Where you set the light agent permissions depends on your plan. If you are on Enterprise, it might appear that you can edit more options, but those options are not actually editable.

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

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 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.
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. Next to Tools, for What can this agent do with reports, set reporting permissions to Can view only or Cannot view.
7. Click Update role.

To edit reporting and ticket permissions for light agents (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 reporting permissions to Can view only or Cannot view.
5. Click Save.