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

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110 Comments

  • Brett - Community Manager
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    Appreciate the additional information Jonathan!

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

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

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

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  • Conza
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    Correct. Agents - 10, Light Agents - 650+

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

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  • Brett - Community Manager
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    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
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    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
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    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
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    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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  • Conza
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    Hi team,

    The new Using-CCs-followers-and-mentions - I feel has broken what I had previously setup - where the Light Agents as Requester - they no longer get email notifications when our AGENTS respond.

    But also - when they reply to a ticket, it no longer sets the ticket to OPEN. 

    At a loss for why its no longer working. Creating a ton of issues here. 

    I have gone ahead and added "light_agent" tag - for all light agents, so that should help crafting matters - but shouldn't have broken previous triggers.

    It's as if the requester can't see the private comments, although they're a light agent now... 

    Any ideas?

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  • Lior Aran
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    Hi,
    Is there any solution for someone who's not an agent to watch tickets beside the solution of light agent?
    This person doesn't need any permissions and doesn't need to change anything or do any action. Just need to watch the tickets and understand what is going on in the customer support center.
    Light agent is extremely expensive for that cause (25$ per light agent. min 10 agents!!)
    Thanks
     
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  • Nicole - Community Manager
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    Hi Lior,

    No, Light Agents are the only role we enabled for that sort of function.

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  • Fabio Strasser
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    @Lior, Nicole: Can't you just add those people as CCs in the ticket? Then they'll get a notification.

    Additionally they could create themselves an end-user profile so they can track the tickets they're CC'd on.

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  • Brett - Community Manager
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    @Fabio, that certainly could be one method to keeping users in the loop when a ticket is created so thanks for sharing :) 

    @Lior, you may also want to look into notifying an external target. More information here: Notifying external targets. This would allow you to send out an email notification to a 3rd party any time a ticket is created. They won't be able to take any action on the ticket but they could at least keep an eye out if anything urgent comes in.

    Hope this helps!

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  • Lior Aran
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    @brett @fabio Thank for your suggestions! This is really helpful :)

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  • Brett - Community Manager
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    Happy to help Lior :)

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  • Kevin
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    I just want to confirm that light agents can see internal comments, is that correct?

    If that is correct, can someone help me figure out the additional cost of light agents for my company account?

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  • Brett - Community Manager
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    Hey Kevin,

    You're correct and light-agents can see internal comments on tickets. I'll get a ticket created and passed over to your Account Manager to discuss pricing further.

    Cheers!

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  • Antonio Naddeo
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    I understand all the things that light agents cannot do, but I do not understand why they can't reassign tickets.

    If I have a specific team of light agents dedicated to a specific type of  issues and it is fine that they can only make private comments.

    But why they can't reassign a ticket  back to the full agent?

    In my workflow I would great a group only of light agents where we need to assign tickets and we need internal comments from them, when the light agents makes the comment and want to send it back to the full agent, so he/she is aware, how do we update the assignee of the ticket, it does not make sense to be kept as assigned to the light agent.

    Light agent cannot reassign back tickets to who escalated the ticket to them, why?

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