Understanding and setting light agent permissions

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55 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
    The Product Manager Whisperer - 2022

    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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  • Chad Susa (Gravity CX)

    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
    The Product Manager Whisperer - 2022

    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
    The Product Manager Whisperer - 2022

    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
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  • Rob Lees

    We have a form that we use for an internal help center that only our Light Agents use. 

    I've seen issues with tickets not moving from Pending/Solved to Open status when the Light Agent replies to the ticket. 

    I saw the Lou comment on May 20, 2022, and tried to reproduce it, running into problems when our agents reply back in Support and try to save to pending/solved, it is triggering and changing back to Open. I would have thought the update via web form would stop that from happening. 

    Any advice?

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Rob Lees

    How are the Light Agents updating the ticket? I think that's key. Light agents CANNOT change the status of a ticket. I'm able to circumvent that with a trigger, but I did it when it's being updated via email. Not sure of other channels. See this article for more information on all the things Light Agents can and cannot do:

    Understanding and setting light agent permissions

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  • Rob Lees

    Hey Lou

    Thanks for the reply!

    They are replying via the "My Activities" and "Add to conversation" within our internal Help Center that we set up in ZD Guide. 

    Is a reply via the "Web form" channel considered the same as logging in and adding a comment as a Light Agent or is there a way to trigger off of that event?

    My Trigger has "Update is via webform" as a condition, but I'm guessing the internal note vs Public reply is the culprit. 

    We struggle with how to handle internal support requests because of how the Light Agent permissions are configured. We are trying to move our customers and internal users away from using email as a support channel, but the Light Agent makes it nearly impossible because the internal comments severely limit the workflow. 

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Rob Lees

    I'm not versed in that channel, so I can't say for sure. I would "assume" that no matter how the light agent updates, it will be a private note. I just use my trigger to set the status to Open so it will be visible to the people that need to see it was updated internally.

    On a side not, I'm gonna find a way to use triggers to create a public reply by a light agent if it's the last thing I do LOL

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  • Simon Chang

    Are there any intentions on making light agents able to be @mention? The reasoning given is:


    Light agents can't use the @mention feature because it adds a CC to the ticket, which they don't have permission to do

    Yet, we do have an option to enable Light agents to be CC'd into tickets, and adding that option still does not allow @mentions.

    I'm simply trying to allow our internal end users to be able to mention each other without having to CC. Is this possible?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Simon, There are no plans that I'm aware of at this time. The best place to follow for updates would be this thread in our product feedback forums, where you can upvote and add your use case: Light agents unable to @ other agents
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  • Jake Warren

    Why is it that Light Agents can see the "Customers" tab on the left menu bar when logged in, but not "Organizations"? They can search for organizations or click on the organization tab when looking at a ticket, so why not give the ability to search for an organization like they can for a customer/user?

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  • Christine Felicia
    Zendesk Engineering
    Hi Jake,

    As outlined in our article: About the Organizations page,

    "You must be an admin or an agent in a custom role with permissions to access the Organizations page."

     
    Light agents have limited permissions, hence the Organizations tab/page is not accessible to them. This is expected behavior.
     
    Although we appreciate your input! If you have some time, I recommend starting a post about this on our Product Feedback page. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. You can use the Product Feedback Post Template. Thank you!
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  • Chris Chapman

    Under "Understanding What Light Agents Can Do," this is something light agents can't do:

    • Change the ticket status

    However, in the Comments, Beau P says, "You can setup a trigger for the purpose of reopening tickets upon light agent response..." 

    I'm confused as to what we can use triggers to do.  According to Beau P, we can use a trigger to allow a light agent to change the status of a ticket from Solved to Open.  Does this mean we can use a trigger to allow a light agent to change the status of a ticket from Open to Solved?  Can we use a trigger to allow a light agent to change the group assignment?

    Light agents can add internal notes and triggers can respond to the text of private comments, so triggers could in theory allow light agents to change ticket statuses and group assignments - internal notes and triggers are native functionality, which I would think we'd be allowed to use as creatively as we like - in terms of light agent actions, when is it okay for us to do this and when is it not okay?

    Chris C

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    There are a lot of things you can do with triggers and light agents. We do them all the time. I try to base the various actions on actual field changes(check box checked, drop-down set for a certain value, etc.). If you start down the road with comment text, you need to be careful that it's very specific or you'll have triggers firing all over the place.

    About the only thing you can't do with triggers and light agents is public comments, but I'm determined to figure out a way to do it.

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  • Kate Woollard

    It doesn't look like light agents can view deals or send notes to sales via the sell app. Is this correct?

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Kate Woollard,

    You are correct. In order to have access to Sell, you must be using an agent seat in your license as an agent or admin. 

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