Question
How do I change a regular agent to a light agent?
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 more information, see the article: Best practices for removing agents.
- In Admin Center, navigate to the Team Members page.
- Select or search for the agent, click Edit.
- From the user profile, click on Manage in Admin Center.
- From here you will be able to toggle the role to Light agent.
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 Center> Account> Billing> Subscription.
For more information, see the article: Setting roles and access in the Admin Center.
17 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.
I just tested it and they are considered "agents" in Trigger conditions.
interesting... we'll check to see if this has changed or if the documentation is incorrect.
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!
Was anyone able to successfully bulk upload or update in batch via the API lite agents.
I am looking to update quite a few of our internal staff to a lite agent and hoping to take advantage of a faster solution that manually updating each one.
We moved to managing our agents via SSO and as a result were able to do a bulk update through our backend directory systems. We then introduced that workflow to set them up as a light agent at creation time. We were not able to identify an alternative solution.
I do not see the light agent option when I open the user profile in admin centre, I only have "Admin" "Agent" and "Contributor". Do I need an add-on to access light agents?
Hi Zachary,
You would need to have a Collaboration add-on in order to use the light agent role. Please see this link for more information: Collaboration Overview
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