Question
How do I change a regular agent to a light agent?
Note: Light agents are available as an Add-on for Professional and Enterprise.
Answer
- 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 on the lefthand side.
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.
10 Comments
how do i find out who my account owner is?
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-
Hello !
We are interested in making our agents light agents, how do we proceed ?
Our account is professional.
Thank you
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
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?
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!
Whats the difference between an Agent and Light Agent?
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!
Hi There!
Is Light agent considered as (agent) in Current user condition field in Trigger?
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.
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