we've launched Zendesk half a year ago and it is going pretty great, so great in fact that a lot of people want to join our Zendesk instance as Light Agents.
And here starts our problem. Access to our instance is controlled SSO and we set it up like here: Setting up single sign-on using Active Directory with ADFS and SAML – Zendesk help
For a lot of people this means some manual work to be assigned to the AD group that would give them the Light Agents license, and as this happens more and more is has become quite a chore.
The general idea is that everyone interested can get a license and it is not evaluated if he "deserves" one.
So I hope there is some way to just have a global group where everyone is a member by default, that gives you light agent access, but that group can be overwritten by the full agent group should that license be required.
Is there some magic trick we can do to achieve this? As far as I'm informed (not really an IT guy) the system basically checks, in which group you are and triggers a command. Depending which group is listed first, you are assigned either the light agent or the full agent license.
Additional info, we are using custom roles.