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

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100 Comments

  • Brett - Community Manager

    Appreciate the additional information Jonathan!

    Definitely worth mentioning in cases where the light-agent is the requester :)

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  • Conza

    Thanks Jonathan, easiest way to export those agents/users and update their tags?

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  • Jonathan March

    Conza, assuming that you are referring to light agents -- how many light agents do you have?

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  • Conza

    Correct. Agents - 10, Light Agents - 650+

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  • Jonathan March

    Conza, depending on your in-house coding capacity, it might be simplest to use the ZD API. Alternatively, you could use Customer Lists to export users to CSV, then use bulk user import to update the tags on only the light agents. (After careful testing, of course!)

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  • Kevin Tran

    Is it possible to set a whole organization as a lite agent?

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  • Brett - Community Manager

    Hey Kevin,

    Light-agents is a role that is only available at an end-user level. Unfortunately you cannot set this at an organization level. What sort of workflow are you looking to implement that would require light-agents at this level?

    Let us know!

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  • Janis Polis

    Hi,

    Here is my situation. I have a small organization with 3  support agents using ZD Support at company HQ. They all have Professional licences. Occasionally they need to involve one of our 10 store managers, who are not currently using ZD, in either directly answering the customers request or just providing feedback.

    We have currently added those 10 store managers as end users in ZD and agents are CC'ing them to cases where they need to get involved in the conversation with the customer. However, this is super limited in functionality - it only works with email tickets (for FB the responses from CC's person gets added as comment to case but never posted to Facebook), it is impossible to share the ticket with store managers without first sending a reply to the customer, and all store manager responses are public, so it is impossible to engage in "behind the scenes" conversation between agent and store manager, before providing public reply.

    Then I thought that maybe buying licences for 10 light agents and enabling side conversations might be a solution, but no - it turns out that then our store managers would not be able to simply reply to email from Zendesk to respond to customer, as all light agent replies are added as internal comments.

    So what are our options? Buying another 10 pro licences for all store managers would be a serious overkill, as there are few tickets when they need to get involved.

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  • Jason Littrell

    I see in the article that Light Agents don't have permission to add CCs to a ticket, but I have a sales rep who says that she was able add CCs sometime within the last two weeks. Jessie mentioned in a comment from two years ago that Light Agents did have the ability to add CCs to tickets through the agent dashboard. Was that permission changed recently?

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  • Nicole - Community Manager

    Hi Jason -

    With the recently released CCs and Followers functionality, Light Agents cannot currently add cc's to a ticket. However, older plans that have not yet upgraded to this functionality may be on a set up that does allow this, as it was possible in some legacy systems. I suspect that you are on a system that has some of the legacy functionality.

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