
- 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 |
|
|
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 Professional
If you're using Suite Professional, you can configure light agent permissions for reports and ticket access.
To edit reporting and ticket permissions for light agents (Suite 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.
- 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?:
- 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. 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 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.
43 Comments
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!
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:
Please update the document to reference Agent vs Light Agent differences related to "Get started". A light agent is not provided with the "Get started" content.

Hi Darren,

Can you clarify what "Getting started" material you're referring to. Do you mean the Getting started tab that Admins see? Neither agents nor light agents can see that.
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.
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.
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
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.
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.
You would need to set up a new role. The Light Agent role is a default role that can't be changed.
Lou thanks for your reply, I guess this can't be done on a growth plan is it?
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
Custom rules require either the Support or Suite Enterprise plan: Creating custom roles and assigning agents
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