How do I change a regular agent to a light agent?
Note: Light agents are available as an Add-on for Professional and Enterprise.
- Reassign any tickets currently assigned to the user. You can do this with bulk ticket updates or triggers, depending on the status of the ticket. For details, see Best practices for removing agents.
- Change the agent's role. From the user profile, select Light agent from the drop-down field in the Role field.
Note that downgrading the agent does not change the agent count in your subscription. The account owner can change the number of agent seats in your subscription under Admin > Settings > Subscription.