Changing an agent's role

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  • Guazzone Andriana

    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

  • Dave Dyson
    Zendesk Community Manager
    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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