Understanding and setting light agent permissions

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43 Comments

  • Dana

    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!

     

     

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  • Lou
    Community Moderator

    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:

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  • Darren Stephens

    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.

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  • Lisa Kelly
    Zendesk Documentation Team

    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.
     

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  • Darren Stephens

    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.

     

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  • Lisa Kelly
    Zendesk Documentation Team

    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. 

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  • Gravity CX (APAC Reseller)

    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

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Gravity CX, 

    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.
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  • Soporte

    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. 

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  • Lou
    Community Moderator

    You would need to set up a new role. The Light Agent role is a default role that can't be changed.

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  • Soporte

    Lou thanks for your reply, I guess this can't be done on a growth plan is it? 

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  • Lou
    Community Moderator

    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

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  • Dave Dyson
    Zendesk Community Manager
    Hi Soporte,
     
    Custom rules require either the Support or Suite Enterprise plan: Creating custom roles and assigning agents
    0

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