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Changing an agent's role



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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5 comments

Hi Aimee, other than the obvious change in access, what will the impact be to a team member who is downgraded from Team Leader to Light Agent? Will there be any impact to the tickets they were assigned or copied on? Thanks

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HI Andrianna, 
 
Light agents can be CC'd on tickets, but can't be assigned to one – you should reassign tickets assigned to the agent you're going to downgrade to Light Agent. See How do I change an agent to a light agent? and for more general information on what light agents can and can't do, see Understanding and setting light agent permissions

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Are there any concerns to active documentation if the admin who created the documentation is downgraded to an end user? Integrations may be tied to the admin but any concerns with documentation?

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Brett Bowser

Zendesk Community Manager

Hey Kara,

After downgrading an admin to an end-user the documentation will not be affected. You also have the option of changing the article author as mentioned here: Changing the author for an article
 
I hope this helps!

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Hi! 

How can I switch two users—one with admin access and the other with light agent access—with each other? I want them to switch roles because I only have 12 seats. However, it won’t let me switch the admin user to light agent, as it's giving me an error about reassigned tickets. We have already taken ownership of all the tickets under her, but it still won’t let us switch the roles and access.

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