How do I change a regular agent to a light agent?
- 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 the article: Best practices for removing agents.
- From the user profile, click on Manage in Admin Center.
- From here you will be able to toggle the role to Light agent.
For more on updating roles, see this article: Setting roles and access in the Admin Center.
Note: Downgrading the agent does not change the agent count on your subscription. The account owner can change the number of agent seats in your subscription under Admin > Settings > Subscription.