How do I change an agent to a light agent?

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13 Comments

  • Linda Schlosser

    how do i find out who my account owner is?

    1
  • Becca
    Zendesk team member

    Hi Linda! 

    We have a resource on this here - https://support.zendesk.com/hc/en-us/articles/226287348-How-do-I-find-out-who-the-Support-account-owner-is- 

    1
  • Sarah Cardinal

    Hello !

     

    We are interested in making our agents light agents, how do we proceed ?

    Our account is professional. 

     

    Thank you 

    1
  • Nicole S.
    Zendesk Community Team

    Hi Sarah, 

    As it says in the article above, first you'll need to re-assign all of those peoples' tickets to someone who is a full agent. 

    Then you'll need to make sure you've purchased and set up the Light Agents Add-on. From there, you just go into the settings and change them from Agent to Light Agent. 

    All of the instructions are above, and if you need more information, I suggest this article: Understanding and setting light agent permissions

    1
  • Darren Stagnaro

    Hey @Nicole or anyone else - we just enabled the light agent feature and are looking to do a bulk import of company members from other orgs as light agents. Do I have to create each person as an agent and then move them over to light agent or is there an easier path? I have ~40 people I need to do this with.

    Alternatively, we are using SSO. Is this something I could easily do through that process on our side?

    1
  • Nicole S.
    Zendesk Community Team

    Hey Darren -

    You should be able to do the bulk import and set the role all at once. Instructions are in this article:

    Bulk importing users

    Check that out and let us know if you have further questions!

    1
  • Sergio Esparza

    Whats the difference between an Agent and Light Agent?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Sergio,

    You can find the difference between roles in our Creating custom roles and assigning agents (Enterprise). The light-agent role will have more built-in restrictions than a regular agent. For example, a light-agent can only make internal notes on a ticket and not public replies as a full agent would.

    Let me know if you have additional questions for me.

    Thanks!

    0
  • Donald Cornel

    Hi There!

    Is Light agent considered as (agent) in Current user condition field in Trigger?

    0
  • Nicole S.
    Zendesk Community Team

    HI Donald - 

    According to the article understanding and setting Light Agent permissions, "Light Agents cannot be used as conditions in business rules," so no, they are not considered agents for the purposes of trigger conditions. 

    0
  • Fabio Strasser

    I just tested it and they are considered "agents" in Trigger conditions. 

    0
  • Nicole S.
    Zendesk Community Team

    interesting... we'll check to see if this has changed or if the documentation is incorrect. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Fabio,

    I did some digging and it looks like the documentation is referring to a light-agent specific condition instead of falling under the agent condition. Hope this clears up any confusion and thanks for bringing this to our attention!

    0

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