Private groups Light Agent

Currently the two free agent options are either contributor, who can access tickets in their groups, and light agent, who can access tickets in their groups and other groups. The light agent role can be configured to either access tickets outside their groups that belong to either public or public and private groups.

We have a customer support group that does not need full agent roles, but needs to access tickets so they can assist our customers. Some of these light agents need access to tickets in private groups, but others do not. However, if you clone the light agent role to create one for the agents needing private group access, and configure the standard one for only public groups, the clone will require a full agent seat.

The role can only be configured in one way, either the role permission allows too much access which undermines data governance, or prevents light agents from assisting customers with issues assigned to private groups. To ensure both Zendesk compliance with data policies and timely customer support, please add a third light agent role that specifically includes private group access.