Understanding and setting light agent permissions

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43 Comments

  • Nikki

    I really wish that we could set a Light Agent as our billing admin. The billing admin (who is actually our CEO) doesn't make public replies or need other features of a full admin - just should have ownership of billing and important matters like that. Would love to not have to pay for a full seat for them!

    4
  • Delphine Pougnard

    Good morning,

    Not sure if this has already been addressed previously, sorry if it is a repeat question.

    I'm having trouble with the current light agents permissions. When one of our light agent replies on a solved ticket, it does not change the status to open. So our agents don't receive any notification / can't be aware they have replied.

    This is problematic as our light agents are not aware we could not see their reply and our agents sometimes miss important notes that require action their end.

    Is there any workaround to cover this scenario: if a light agent adds an internal note on a solved ticket, the ticket status will change to open.

    Has anyone faced a similar problem and found a solution ?

    Thanks

    1
  • Beau P.
    Zendesk Customer Care

    Hello Allison,

    As long as agents have permissions to the article, light agents too should be able to edit. See https://support.zendesk.com/hc/en-us/articles/360001211527

    Beau | Customer Advocate

    Ask our Zendesk Community

    1
  • Glenn McConnell

    We have Suite Growth and I do not see a Roles option in the Manage>People area.  I have a couple light agents I need to set up

    1
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Nikki,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, you can give permission to light agents by editing their roles in the Admin Center and enabling them to manage Guide. 
     

     

     
    This setting however is only for Enterprise plans, for Growth and Professional, you can do this by creating management permissions. You can check our article, Creating management permissions to define agent editing and publishing rights for more information about this.
     
    Thank you!
     
     
     
    Kind regards,
    1
  • Lou
    Community Moderator

    Dana

    Just did something like this a couple weeks ago. You'll need this condition:

    So that it doesn't fire all the time, you should include additional conditions. In our specific use case, it's any time a light agent that is CC'd updates the ticket. They always update via email, so we include this condition:

     

    We also have it restricted by form and other conditions, but it all depends on your needs. If you need more help, let me know what you're trying to accomplish and I'll see if I can.

    Also, the action would be:

    1
  • 砂川 祐子

    Hi

    I want zendesk to be able to set the authority of Light agents more strictly.

    The reason is that our team wants to limit the members who can access personal information as much as possible. Also, I want to give the light agents only the ability to write a help center.

    It would be a problem for light agents to be able to see the end user's profile.

    I am wondering about the below:
    Ordinary agents such as "staff" can be restricted from viewing the list of user profiles. Why can't Light Agents do that?

    I don't think there is a way to solve this at the moment, so I would like you to add this function.

    Thank you.

     

    PS

    Thanks, Nicole.

    I posted feedback.

    https://support.zendesk.com/hc/en-us/community/posts/1260803650150-Setting-the-authority-of-Light-agents-more-strictly-about-member-tab

    1
  • Beau P.
    Zendesk Customer Care

    Hello Delphine,

    You can setup a trigger for the purpose of reopening tickets upon light agent response, please see Brett's threaded recipe in the community post here: https://support.zendesk.com/hc/en-us/community/posts/360000925927-Set-ticket-to-open-when-a-light-agent-post-an-internal-note Note that the one amendment you'd make to the recipe would be changing the "status" condition to "status > is > solved".

    Beau | Customer Advocate

    Ask our Zendesk Community

    1
  • Elevate Admin

    I would like to turn off some features for Light Agents - currently my options are greyed out. 

    The most pressing are the lights agents ability to view customer lists - as this is a data privacy risk in multibrand set ups. 

    I understand greying out these settings to not add to light agent abilities - but I need to subtract from light agent abilities. Can I have some support on how to do this? 

    1
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing your thoughts, Yuko. If you would like to submit an official feature request, please post your comment in the Product Feedback topic in the Community. This is our official communication channel with the product managers.

    If you haven't posted there before, here's information on how to write an effective feedback post.

    1
  • Daniel Merriott

    Just wondering why light agents can't use agent forwarding? I would ideally like anyone in my organisation who receives a support request via email to be able to forward the email into our support email to create a ticket on behalf of the original sender. Is there another way to achieve this?

    0
  • R

    How does a light user create a ticket on behalf of someone else?

    0
  • API Integration

    Hi Zendesk Team!

    Are people with email addresses associated with Light Licences able to email customers outside of Zendesk (using Outlook for e.g) and append these conversations to the Zendesk ticket by CC'ing the support email address?

    Thanks!

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Elevate Admin,
     
    Light agents do not take up agent seats. Unfortunately, you cannot make any changes to the permissions that it already has. 
     
    Since Light agents are free and do not take up any agent seats, the limited permissions and access it already has are aligned for their purpose.
     
    Thank you!
     
     
    Kind regards, 
     
    0
  • Dana

    Hi all

    I am asking for a workaround. If a ticket is solved and a light agent that is a cc responds, the ticket does not change to Open and therefore, is never actioned.  I am looking for a trigger to open the ticket.  

    Any thoughts on what trigger would work?

    Please advise.

    Thank you!

     

     

    0
  • Soporte

    Lou thanks for your reply, I guess this can't be done on a growth plan is it? 

    0
  • Gravity CX (APAC Reseller)

    Hi All

    As per above article (see this comment), how do we change the permissions for Light Agents to view all tickets on the Growth Suite plan?

    Cheers
    Chad

    0
  • Elevate Admin

    Hi DJ, 

    Would there be a way to create a more restricted role without taking up agent seats? To clarify, I am not looking to add permissions, rather, to take them away further... 

     

     

    0
  • Nikki Story

    I need to set up a couple of our end-users so that they can create, publish and edit articles in the Guide. My account rep told me to set them up as Light agents, which I did and I also set their Guide Role as Agent for the purpose that I stated above. The only problem is that they are still only seeing things as an end-user would see in the Help Center and don't have the option to Add. What am I missing? 

    0
  • Lou
    Community Moderator

    I'm not familiar with the Growth plan and can't find detail about it on the web site.

    Looks like you're right. I found this and it mentions that can only be done on Enterprise plans.

    Creating custom roles and assigning agents

    0
  • Darren Stephens

    Hi Lisa, thanks for your follow up. I do mean the "Get started" section. This appears for Agents and Admins, Light agents do not have this. Would like to have reference to this within the documentation, would have raised my awareness of this difference.

     

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Nikki,
     
    For visibility to our product team, can you post your feedback to our Feedback - Admin Center topic, using this template? Thanks!
    0
  • Elspeth Mogol

    Hello, 

    Our Customer Service Team caters to both our stores and customers enquiries or concerns. Our stores are light agents so when they submit a request to us, the ticket would be sent to Zendesk as an internal note. We will then use the same ticket to email our customers with the store (light agent) added as a follower. 

    If we removed the light agent as a follower and then later on re-added them, will they be able to see all prior internal notes added on the ticket or just the internal notes that are added after they were added as a follower? Thank you. 

     
    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Conza,

    Can you tell us what specific limits are you pertaining to? Alternatively, to help you in comparing the general limitation of light agent and a chat agent, you may also check Understanding default roles in Zendesk Chat.

    All the best

     

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Darren
    Thanks for explaining! The Getting Started for agents covers items that we say light agents can't do. For example, creating a view, creating a macro. So, it makes sense that it wouldn't be available for light agents. We don't think it's necessary to mention this specifically, since we already cover these limitations in the article. 

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi Matthew - 

    A light agent could only change that on tickets they are the requester on. So yes, in theory, they should be able to change the requester from themselves to someone else. 

    0
  • Allison Sargent

    Can light agents view an "in progress" version of an article? Trying to share my drafted version with the Mktg department, and they say they can't view it. 

    0
  • Soporte

    HI! I was wondering if there's any way to limit light agents access to the "Peoples" tab, I'm setting up a couple of temp. agents but I don't want them to have access to all my customers' database. 

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Gravity CX, 

    I can see that one of our Engineers was able to assist you regarding your Support Request. Thank you again for sending feedback! We appreciate it.
    0
  • Michael Conaghan

    Hi team,

    With light agents - and live chat - what are the limits? Barriers? Are they still in place?

    Used to be able to assign them to live chat, but looks like that has recently changed?

    0

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