![Available on all Suite plans](https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png)
![Available on Support Professional plans and above with add-on](https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_add_p_add_e.png)
- 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.
76 comments
Gina
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!
0
Chad Susa (Gravity CX - Zendesk Partner)
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
0
Raman Kalia
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.
0
Tarandeep Gohlar
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.
0
Adam Martin
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?
2
Shawna James
0
Chris Todd
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!
0
Dainne Kiara Lucena-Laxamana
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.
0
Chris Todd
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.
0
Aiman Sayed
Hi, this page doesnt exist- https://support.zendesk.com/hc/en-us/community/posts/360000925927-Set-ticket-to-open-when-a-light-agent-post-an-internal-note please help
0
Gabriel Manlapig
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!
0
Joselo Torres Landa
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?
0
Amie Brennan
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?
0
Lisa Kelly
Hi Amie,
Please work with the Advocacy team to create a ticket for this.
0
Sam Weekley
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.
0
bill cicchetti
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.
0