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Understanding and setting light agent permissions



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Lisa Kelly

Zendesk Documentation Team

Edited Jan 06, 2025


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76 comments

Hi Chad, definitely keen to have a chat. The biggest issue we face is the store not being able to see their solved ticket as the ticket reassigns to the Head Office Customer Service agent when they solve the ticket. If we could find a solution to that, it would be a huge win!

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Hi Gina

Our contact page (don't want to put up my email address in case of spam) is linked below. If you fill out that form I will get it and I will be in contact. We are based in Melbourne, Australia.

https://www.gravitycx.com.au/contact

Cheers

Chad

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Raman Kalia

Zendesk Luminary

Why can't a clone of light agent be a light agent but a paid license. I have created a clone of light agent and allowed it to access tickets organization wide. But, the moment I map a user to this cloned role, it consumes a paid license. Ironically, as per Zendesk, a clone of Light Agent will not be considered same as the original. Second, it is not about the permission as one can change permission of the default role for organization access. A conundrum whether to call it silly or malicious on Zendesk's part.

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I don't understand why a light agent cannot submit a request on the knowledge base and cc in the customer.

While the request is submitted, the cc does not come into the ticket.

Annoying.

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It is kind of painful that light-agents cannot unfollow tickets b/c they do not have cc edit access. Can this be changed so they can at least remove themselves from that field?

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Shawna James

Community Product Feedback Specialist

Hey Adam, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Admin Center where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Can you explain more on what needs to be configured for Light Agents to see HC articles that are restricted to agents? In your table, it says “View areas of the Help Center knowledge base and community that are restricted to agents.”

I have to either make them a full Agent for Support or an Agent in Guide (not View). This opens up access rights that I rather not grant to everyone.

THX!

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Chris Todd 

Unfortunately in order for Light Agents to be able to view restricted articles, they'd need to also have agent access in Guide. 

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Thanks Dainne Kiara Lucena-Laxamana - I did read the table that way. It says:

Light Agents can… View areas of the Help Center knowledge base and community that are restricted to agents.

Seems the table in this article is incorrect OR needs that additional caveat added.

 

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Gabriel Manlapig

Zendesk Customer Care

Hi Aiman, 

We recommend reviewing the most recent community posts regarding the following question: Is there a way to configure the system so that when a light agent adds an internal note to a ticket, the ticket transitions to an open status if it is currently in pending or on-hold status?

We hope this helps. Thank you!

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I have a question.
The article states that a light agent can NOT answer CSAT surveys, however someone with a light agent licenses can also be the requestor for a ticket.

If a light agent is also an end user/customer and opens a ticket, will that person wont be able to answer the CSAT survey they get when their ticket is resolved?

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Lisa Kelly can you confirm if light agents can send a side conversation via MS Teams? I can't see any reference to this in the doc here? Only that they can send a side convo via email, but not a side convo child tickets. 

 

Can you confirm and then also update this article to reflect if a light agent can iniate a side convo via Slack or MS Teams? 

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Lisa Kelly

Zendesk Documentation Team

Hi Amie
Please work with the Advocacy team to create a ticket for this. 

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I find it disappointing that this is not available for light agents 

 

- Use agent email forwarding to forward an email to your support address, creating a ticket with a public comment.

 

Our use case would be for our salesmen forwarding emails directly on behalf of customers. Usually with something like “Please process”. We can either set them up as a light agent and the text comes through as a bulk private comment or not set them up in the system at all but the customer will see the “Please process" part. 

For me it would be ideal if the Light Agents comment could come through as a private comment with the customers comment a public comment with the ticket changing the requester to the customer. 

This seems to make sense as technically the Light Agent is not creating a public comment it is the customer. 

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Is there a reason Light Agents cannot expand the list of CC'd users on a ticket?  If there are more CC'd users than what fits on the screen the “+ <#> more” option is not available.  This isn't a case of a  Light agent trying to update a ticket, only to see who is CC's on the ticket.

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