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Can a Light Agent update a ticket's comments?

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Michaela (Thinking Cap)

Posted Sep 12, 2017

Hi,


Can a Light Agent update a ticket's comments (private) when it's not the ticket creator/requester?

I integrated zendesk API with another ticketing system application and the user that is used to update zendesk tickets has a light agent role, but it cannot update a ticket comment to be private. 
The error message that I get is something like that: "The remote server returned an error: (403) Forbidden.Error content: {"error": {"title: "Forbidden", "message": "You do not have access to this page. Please contact the account owner of this help desk for further help."......}}"

Thank you.

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    Joel Hellman

    Hi Michaela

    They can, but it might be restricted due to the permissions that have been given to the Light Agent role. If you are on Enterprise or any plan where you have custom user role, the access permission for Light Agents is configurable. 

    So, unless you have the Light Agent roles ticket access set to 'All', you might run into the error you are seeing, I guess. Note there's only one role for Light Agents in your account, so if you change it, it affects all your Light Agents. 

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