Understanding and setting light agent permissions

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148 Comments

  • Jonathan March
    Community Moderator

    a) Are you sure it was a hard refresh (typically pressing shift key when refreshing), not just a refresh?

    b) This is a new error to me (and to google search though I didn't try spelling variations). If nobody else recognizes this, I would suggest opening a support ticket (or perhaps ZD staff would do so for you.)

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  • Brett Bowser
    Zendesk Community Team

    Hey Jonathan,

    You may also want to check and make sure that this light-agent is only adding and internal comment. If they attempt to make a field change, including the ticket status, then I believe this error would show up.

    If this issue keeps occurring, let us know and I can create a ticket on your behalf to troubleshoot further.

    Thanks!

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  • Fiona

    Hi

    Can light agents receive a dashboard through Explore through the 'share' or 'schedule' options?

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Fiona,

    With the new Explore for Light-agent permissions that was recently released, you should now be able to schedule reports to be shared with your light-agents.

    Let me know if you have any other questions!

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  • Fiona

    Thank you, Brett!

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  • Kids World Denmark
    Community Moderator

    Hi

    The article doesn't mention anything about Chat. Are light agents able to use Zendesk Chat and if so, can they enable themselves for chat if need be? ie. go their profile and flip the Chat switch.

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  • Nicole S.
    Zendesk Community Team

    Hi Carsten - 

    Sorry it took a little while, but I finally got to the bottom of this. Light Agents cannot respond to chats. However, Chat-only agents do become Light Agents in Support if you have the Collaboration add-on.

    What you will want to do to enable this is make those agents Chat-only, and then effectively they will be Light Agents who can handle chats. But if you start from the place of being Light Agents, you will not be able to add the ability for them to use Chat. 

    They would not have the ability to flip the switch. This must be done by an administrator. 

    For more information, see: Do Chat-only agents have access to Zendesk Support 

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  • Scott Davis

    Is it possible for a light agent to receive an e-mail notification that a internal comment has been left on their ticket?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Scott Davis,

    Yes, light agents can receive an email notification that an internal comment was left on their ticket. You should be able to set this up by using the trigger action email user and then select light agent or the specific agent.

    Best regards. 

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  • Mike Sanchez

    Can light agents make outbound calls?

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  • Nicole S.
    Zendesk Community Team

    Hi Mike -

    You must be an agent in Talk to make an outbound call, and since Light Agents cannot be enabled as agents in Talk, Light Agents cannot make outbound calls.

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  • Sally Anne Dishong

    It seems that the pricing structure on this light agent feature has changed over time. To confirm, if we have Support Enterprise, there is *no additional cost* for unlimited light agents? Or do we need to have the Collaboration add-on at an additional cost? Thanks!

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  • Ben Van Iten
    Zendesk Community Team

    Hi Sally Anne Dishong,

    You would indeed need the add-on to get light agents added to your account.

    For pricing information we would recommend that you reach out to your account representative for further details.

    I hope this is helpful!

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  • Mark Leci

    Hi!

    I've read through (almost) all the comments on this article, there are still a few things that I'm not clear about, we are still deciding if light agents are a good fit, so if someone can help me out that would be great!

    • There's a comment from a ZD team member that says light agents can cc a user, however the main article says they cannot. Is this because some accounts may be on the new follower experience (where you cannot) and some may be on a legacy version (where you can)? If so it might be good to clarify this in the article
    • There seems to be some confusion about cc'd messages. My understanding is that if a light agent replies to an email, all the users would receive that message (because it's just a regular email) however it wouldn't trigger any notifications because it's a private comment, and it wouldn't be visible on the support site for the same reason. Again if that's correct, it may be good to clarify the article
    • Can someone clarify this statement for me? Light agents can '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.' Does this mean the end user will not receive any emails at all (including the ticket created notification) until an agent adds a public comment, OR does it mean the end user will receive the initial email but the ticket will not be visible on the support site until a reply is added?

     

    thanks!

     

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  • Jonathan March
    Community Moderator

    Hi Mark Leci It  looks like the common thread to your 3 questions is whether a light agent can use ZD Support to communicate with a non-agent user, and the common answer is that no, they cannot. But they can fully engage with all other agents, including their internal comments generating notifications to those agents, etc.

    Which comments are you seeing that imply differently?

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  • Steve Morrell

    Is it possible to restrict light agents from downloading attachments on tickets? So they can view and comment, but can't take data?

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  • Brett Bowser
    Zendesk Community Team

    Hey Steve,

    At this time there's no way to prevent a light-agent from downloading an attachment from a ticket they have access to.

    Let me know if you have any other questions!

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  • Subodh Jumle

    Light Agents can't see article revisions, we have a lot of light agents, and seeing the revisions is very important to many of them and I think even for other orgs it will be important as every guy who edits something might want to know that info. There's no point making them a full agent just for the revisions though as it would skyrocket our costs.

    you should at least provide this with extra cost if not free.

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  • Daniel Merriott

    Just wondering why light agents can't use agent forwarding? I would ideally like anyone in my organisation who receives a support request via email to be able to forward the email into our support email to create a ticket on behalf of the original sender. Is there another way to achieve this?

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  • Chad Smith

    We are on day 1 of our rollout, and we have already hit a problem with Light Agents.

    I understand that a light agent cannot create a new user account, with all the details that go along with that user. Fine. But seriously, a light agent can't even provide an email address with a new ticket? How does a Light Agent log a ticket on behalf of a new customer without asking for help from other agents?

    It makes zero sense.

    1. That for an existing customer, a Light Agent can log many tickets.
    2. The for a new customer, a Light Agent cannot log a ticket. Huh?
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  • Jupete Manitas
    Zendesk Customer Advocate

    Hi Daniel,

    Thanks for writing! Unfortunately, that is something not yet available on the native features of Light agents. Currently, the agent forwarding is intended for regular agents receiving emails from customers' workflow. But we recommend adding your use case as a feature request which your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams. Here is our link - https://support.zendesk.com/hc/en-us/community/topics/200132066--Feedback-on-Support. Thank you!

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  • Mihaela Dragota

    Hi Jupete Manitas,

    I checked our instance and agent forwarding used to work for our Light Agents, so not sure what happened in between. I found some ticket examples from September 2020 (maybe I can find even more recent ones), so it disappeared recently.

    Anything we should be aware about?

    Thanks!

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  • Jupete Manitas
    Zendesk Customer Advocate

    Hi Mihaela,

    Please allow me to look into this further so I'll be creating a ticket for you and please expect an email shortly.

    Thank you!

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  • Conza

    Hi team,

    With light agents - and live chat - what are the limits? Barriers? Are they still in place?

    Used to be able to assign them to live chat, but looks like that has recently changed?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Conza,

    Can you tell us what specific limits are you pertaining to? Alternatively, to help you in comparing the general limitation of light agent and a chat agent, you may also check Understanding default roles in Zendesk Chat.

    All the best

     

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  • Yuko Sunagawa

    Hi

    I want zendesk to be able to set the authority of Light agents more strictly.

    The reason is that our team wants to limit the members who can access personal information as much as possible. Also, I want to give the light agents only the ability to write a help center.

    It would be a problem for light agents to be able to see the end user's profile.

    I am wondering about the below:
    Ordinary agents such as "staff" can be restricted from viewing the list of user profiles. Why can't Light Agents do that?

    I don't think there is a way to solve this at the moment, so I would like you to add this function.

    Thank you.

     

    PS

    Thanks, Nicole.

    I posted feedback.

    https://support.zendesk.com/hc/en-us/community/posts/1260803650150-Setting-the-authority-of-Light-agents-more-strictly-about-member-tab

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing your thoughts, Yuko. If you would like to submit an official feature request, please post your comment in the Product Feedback topic in the Community. This is our official communication channel with the product managers.

    If you haven't posted there before, here's information on how to write an effective feedback post.

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  • Glenn McConnell

    We have Suite Growth and I do not see a Roles option in the Manage>People area.  I have a couple light agents I need to set up

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