Light Agent can't create tickets for new users ??



  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Chad,

    Thank you for reaching out to Zendesk Support. We do appreciate your concern and feedback regarding the use of Light Agents.

    However, since the creation of Light Agents, we looked at the overall functional restrictions for Light Agents along with the idea that the role would be used for monitoring and internal consultation with non-customer-facing entities. Also, using Light Agents is free and doesn't take up any agent seat. It made the most sense on the back-end to restrict the ticket creation for new users.

    Ultimately it boils down to a difference between how we intended for Light Agents to be used when we created them, and how customer use of the feature has evolved since that time.

    We do promise to continue looking for ways to improve the use and look at other possibilities and options for our customers to use and utilize the Light Agent role.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist


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