How do I change a regular agent to a light agent?
- Reassign any tickets currently assigned to the user. You can do this with bulk ticket updates or triggers, depending on the status of the ticket. For more information, see the article: Best practices for removing agents.
- In Admin Center, navigate to the Team Members page.
- Select or search for the agent, click Edit.
- From the user profile, click on Manage in Admin Center.
- From here you will be able to toggle the role to Light agent.
Note: Downgrading the agent does not change the agent count on your subscription. The account owner can change the number of agent seats in your subscription under Admin Center> Account> Billing> Subscription.
For more information, see the article: Setting roles and access in the Admin Center.