On Enterprise, does a custom Role ALWAYS use an Agent license?Answered
We're on the Enterprise plan.
I'm trying define separate Roles for each department in our organization. Right now, we have any user who doesn't need an Agent license set up as a Light agent, but I would like to have specific Roles set up with specific permissions (with as little access possible) for each department/group.
However, it seems that for any custom role I set up, each user I add to the Role consumes a license.
So my question is: does any custom Role mean that it is an Agent and will consume a license?
Alternate way of asking: Is Light Agent the only Staff role that does not require a license?
Your assumption is correct! The only role that would not take up a full Agent seat would be a Light Agent.
Well that was easy! Thank you!
Yes that's correct and I would love to see the ability to set up additional Light Agent roles because not all Light Agents are the same!
I agree with Heather Rommel. It would be great to customize the light agent role. I have the need for them just to view Explore reports, but it seems the least permission I can give them related to tickets is to view within their org (which I really don't want).
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