Issue symptoms
The following error appears when light agent tries to log in: Password entered does not meet the following requirements Reassign tickets assigned to this agent. Password: is invalid.
Resolution steps
Light agents may see this error if they're the assignee on an active ticket. Light agents can't be the assignee of a ticket. To ensure that light agents are not assigned tickets, Zendesk prevents access to their account or update of their credentials while they are listed as the assignee on active tickets. To resolve this, you can either
- Reassign all tickets which have the light agent as assignee
- Upgrade the light agent's role
For more information, see the article: Understanding and setting light agent permissions