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라이트 상담사 권한 이해하기 및 설정하기

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Lisa Kelly

Zendesk Documentation Team

2025년 4월 02일에 편집됨

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      Stephanie Fleming

      Hello! I am trying to set up a trigger so that when a light agent makes an internal note the status changes to open. 

      An artice has been suggested in these comments. It no longer exists. https://support.zendesk.com/hc/en-us/community/posts/360000925927-Set-ticket-to-open-when-a-light-agent-post-an-internal-note

       

      This community thread was then suggested, but the suggested trigger comment was removed. https://support.zendesk.com/hc/en-us/community/posts/5928020321178-Is-there-a-way-to-set-that-when-a-light-agent-makes-an-internal-note-on-a-ticket-it-will-set-the-ticket-to-open-if-it-is-on-pending-or-on-hold

       

      Please advise on how we can set up this trigger so internal notes do not get missed! Thanks! 

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      bill cicchetti

      Is there a reason Light Agents cannot expand the list of CC'd users on a ticket?  If there are more CC'd users than what fits on the screen the “+ <#> more” option is not available.  This isn't a case of a  Light agent trying to update a ticket, only to see who is CC's on the ticket.

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      Sam Weekley

      I find it disappointing that this is not available for light agents 

       

      - Use agent email forwarding to forward an email to your support address, creating a ticket with a public comment.

       

      Our use case would be for our salesmen forwarding emails directly on behalf of customers. Usually with something like “Please process”. We can either set them up as a light agent and the text comes through as a bulk private comment or not set them up in the system at all but the customer will see the “Please process" part. 

      For me it would be ideal if the Light Agents comment could come through as a private comment with the customers comment a public comment with the ticket changing the requester to the customer. 

      This seems to make sense as technically the Light Agent is not creating a public comment it is the customer. 

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      Lisa Kelly

      Hi Amie, 
      Please work with the Advocacy team to create a ticket for this. 

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      Amie Brennan (SuccessCX)

      1263082225729 can you confirm if light agents can send a side conversation via MS Teams? I can't see any reference to this in the doc here? Only that they can send a side convo via email, but not a side convo child tickets. 

       

      Can you confirm and then also update this article to reflect if a light agent can iniate a side convo via Slack or MS Teams? 

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      Joselo Torres Landa

      I have a question.
      The article states that a light agent can NOT answer CSAT surveys, however someone with a light agent licenses can also be the requestor for a ticket.

      If a light agent is also an end user/customer and opens a ticket, will that person wont be able to answer the CSAT survey they get when their ticket is resolved?

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      Gabriel Manlapig

      Hi Aiman, 

      We recommend reviewing the most recent community posts regarding the following question: Is there a way to configure the system so that when a light agent adds an internal note to a ticket, the ticket transitions to an open status if it is currently in pending or on-hold status?

      We hope this helps. Thank you!

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      Chris Todd

      Thanks 1263082110149 - I did read the table that way. It says:

      Light Agents can… View areas of the Help Center knowledge base and community that are restricted to agents.

      Seems the table in this article is incorrect OR needs that additional caveat added.

       

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      Dainne Kiara Lucena-Laxamana

      Hi 6313863112346 

      Unfortunately in order for Light Agents to be able to view restricted articles, they'd need to also have agent access in Guide. 

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