How do I change an agent to a light agent?

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  • Zach Nicholson

    I do not see the light agent option when I open the user profile in admin centre, I only have "Admin" "Agent" and "Contributor". Do I need an add-on to access light agents?

  • Shayne Traqueña
    Zendesk Customer Care

    Hi Zachary,

    You would need to have a Collaboration add-on in order to use the light agent role. Please see this link for more information: Collaboration Overview 

  • Lisa Huynh

    Hi, I tried to change an agent to light agent however I get an error message saying that I need to first reassign the tickets to another agent; however there are no tickets currently assigned to that user. 


  • Neil
    Zendesk Customer Care
    Hi Lisa,

    Light agents cannot be an assignee to a ticket so you may want to have a look if there are any Open, Pending or Solved tickets requested by the light agent.

    Hope that helps!

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