Changing an agent's role

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  • Andriana G

    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
    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
  • Kara Kennedy

    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?

  • 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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