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 on their profile
- From the Roles and access tab, you can toggle their 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.
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?
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
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.
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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