Understanding and setting light agent permissions

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52 Comments

  • 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?

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  • Chad Smith

    We are on day 1 of our rollout, and we have already hit a problem with Light Agents.

    I understand that a light agent cannot create a new user account, with all the details that go along with that user. Fine. But seriously, a light agent can't even provide an email address with a new ticket? How does a Light Agent log a ticket on behalf of a new customer without asking for help from other agents?

    It makes zero sense.

    1. That for an existing customer, a Light Agent can log many tickets.
    2. The for a new customer, a Light Agent cannot log a ticket. Huh?
    -1
  • Jupete Manitas

    Hi Daniel,

    Thanks for writing! Unfortunately, that is something not yet available on the native features of Light agents. Currently, the agent forwarding is intended for regular agents receiving emails from customers' workflow. But we recommend adding your use case as a feature request which your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams. Here is our link - https://support.zendesk.com/hc/en-us/community/topics/200132066--Feedback-on-Support. Thank you!

    0
  • mihaela.dragota

    Hi @...,

    I checked our instance and agent forwarding used to work for our Light Agents, so not sure what happened in between. I found some ticket examples from September 2020 (maybe I can find even more recent ones), so it disappeared recently.

    Anything we should be aware about?

    Thanks!

    0
  • Jupete Manitas

    Hi Mihaela,

    Please allow me to look into this further so I'll be creating a ticket for you and please expect an email shortly.

    Thank you!

    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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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 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
  • R

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

    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
  • Lone Admin

    Could you add to the things they can't do just for clarity

    Cannot Add Tags on a ticket that is created by another user via Macro etc.

    I had Add Tag on a Macro but because our LA's don't really create tickets, and it belonged to a customer the macro works but no tags are applied because of the restriction.

    0
  • 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
  • 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
  • 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
  • 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
  • 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
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Elevate Admin,
     
    Unfortunately, the permissions setting for Light Agents is locked and cannot be edited. Since Light Agents only have limited permissions, they do not take any agent seats. The permissions set for them are locked. 
     
    Thank you!
     
     
    Kind regards,
    0
  • Elevate Admin

    Hi DJ - 

    Is there a way to create an even more restricted role and for it to not take up agent seats? 

    I wish to further the limit light agent role, or create a more limited role that doesn't take up agent seats, as light agent is not suitable for our multibrand set up from a data privacy perspective. 

    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
  • 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
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Elevate Admin,
     
    Unfortunately, you cannot make any changes to the Light Agent's role, access, or permissions. If you have an Enterprise subscription, you can create a custom role where you can manage/create a role that would fit your requirement.

    Thank you!
     
     
    Kind regards,
    0
  • mfg

    Can Light Agents change the requester/end user of the ticket?

    IE. A scenario where frontline support agent creates a ticket on behalf of end user, frontline support changes ticket requester from themselves to end user.

    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

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