- Suite Growth plans include up to 50 light agents.
- Suite Professional plans include up to 100 light agents.
- Suite Enterprise plans include up to 1000 light agents.
- Suite Enterprise Plus plans include up to 5000 light agents.
This article contains the following sections:
Understanding what light agents can do
Light agents have the following access and permissions.
Area | Light agents can... | Light agents can't... |
---|---|---|
Tickets |
|
|
People |
|
|
Guide (not available in Team plans) |
|
|
Reports |
|
|
Views |
|
|
Business rules |
|
|
Channels |
|
|
Mail API |
|
|
Apps |
|
|
Zendesk Chat |
|
|
Zendesk Talk |
|
Configuring light agent ticket access and reporting permissions
After you understand when to use the light agent role and what they can do, you can configure some of the permissions. The method you use to configure permissions for light agents varies depending on whether you are on a Suite Growth, Professional, or Enterprise plan. You can configure options for ticket access for light agents, and, if you're on Suite Professional or above, you can additionally configure access to reports. The other light agent permissions shown in the table above can't be changed.
Configuring light agent permissions with Suite Growth and Professional
If you're using Suite Growth or Professional, you can configure light agent permissions for reports and ticket access.
To edit reporting and ticket permissions for light agents (Suite Growth or Professional)
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
- Next to Light Agent access, select an option for What kind of tickets can
this agent access?:
- All within this agent's group(s) for light agents to access only tickets in their groups.
- Requested by end users in this agent's organization for light agents to access only tickets requested by end users in their organization. This also means the light agent won't be able to update organization fields for end users or lookup relationship fields that point to organizations.
- All for light agents to access all tickets.
- If you selected All within this agent's group(s) above, and you want light agents to still be able to assign tickets to any group when they're the requester, also select Agent can assign to any group.
- For What can this agent do with reports, set Insights reporting permissions to Can view only or Cannot view.
- When you are finished, click Save.
Configuring light agent permissions with Suite Enterprise
If you're using Suite Enterprise, you can only configure light agent permissions for ticket access.
To edit reporting and ticket permissions for light agents (Enterprise)
You can't clone or modify the light agent role, except for the two settings for tickets and reporting.
- In Admin Center, click People in the sidebar, then select Team > Roles.
- Next to the Light agent role, click edit.
If you are using Explore, you can only change settings in the Tickets section.
- Under Tickets, select an option for What kind of tickets can this agent
access?:
- Requested by end users in their organizations for light agents to access only tickets requested by end users in their organization. This also means the light agent won't be able to update organization fields for end users or lookup relationship fields that point to organizations. Light agents with Suite Enterprise can't access queries or edit Explore reports, but you can share Explore dashboards with them in view only mode.
-
All within their groups for light agents to access only tickets in their
groups.
- Assign tickets to any group for light agents to be able to assign tickets to groups they don't belong to, including private groups.
-
Within their groups and all public groups
- Assign tickets to any group for light agents to be able to assign tickets to private groups they don't belong to.
- All for light agents to access all tickets.
- If you selected All within this agent's group(s) above, and you want light agents to still be able to assign tickets to any group when they're the requester, also select Agent can assign to any group.
- Click Save.