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Understanding and setting light agent permissions

Lisa Kelly
  • Edited
Zendesk Documentation Team

What's my plan?

Suite Professional, Enterprise, and Enterprise Plus
Note:This feature has the following plan restrictions. These restrictions do not apply to legacy plans or add-ons.
  • Suite Growth plans include up to 50 light agents.
  • Suite Professional plans include up to 100 light agents.
  • Suite Enterprise plans include up to 1000 light agents.
  • Suite Enterprise Plus plans include up to 5000 light agents.
Light agents have limited permissions but can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to the ticket. All ticket comments by light agents are private, including the first comment of any tickets they create. To assign a light agent role, seeSetting roles and access in Zendesk Admin Center.

This article contains the following sections:

Important:You are prohibited from using the API or any Software to effectively provide light agents with access, functionality, or permissions that they are not otherwise permitted to use or access in the Zendesk Support Agent user interface (as set forth below).

Understanding what light agents can do

Light agents have the following access and permissions.

Note:If you've createdshared macros, your light agents can't use a macro that applies an action that they don't have permission to do. For example, if you have a shared macro that changes the ticket status, light agents can access the macro but if they try to apply it, the ticket status won't change.
Area Light agents can... Light agents can't...

Tickets
  • View either tickets assigned to groups they're in or view all tickets
  • Make private comments
  • Be the ticket requester
  • 编辑蜱虫et properties at the time of ticket creation
  • Be CC'd on tickets (seeSetting permissions for CCs and followers). End users won't be able to see light agents who are CC'd on a ticket.
  • Create tickets on behalf of existing end users. However, the end user won't be able to see it until another agent adds a public comment.
  • 编辑蜱虫et properties for tickets they're requesters on after the ticket is created
  • Add, access, and download attachments
  • Create, reply to, close, and reopenemail-based side conversations
  • Add and remove tags from their own tickets. They can also bulk add tags to their tickets, but cannot bulk remove tags.
  • Useagent email forwardingto forward an email to your support address, creating a ticket with aprivatecomment.
  • Reassign tickets to another agent in any of the light agent's groups, if they are the requester.
  • Make public ticket comments
  • Be assigned to tickets
  • Change the ticket status, unless they're the ticket requester
  • Reassign tickets to another group, unless they are the ticket requester
  • 编辑蜱虫et properties, unless they're the ticket requester
  • CC agents or end users other than themselves, except for when they create a ticket on behalf of someone else via email
  • Use the @mention feature because it adds a CC to the ticket, which they don't have permission to do
  • Respond toCSAT surveys
  • Create, send, or be assignedside conversation child tickets
  • Useagent email forwardingto forward an email to your support address, creating a ticket with apubliccomment.

People
  • View user profiles
  • Edit user profiles
  • Assume a user's identity
  • Change a user's password
  • Create new end users

Guide (not available in Team plans)
  • Be a Guide admin (see note at left).
  • View article revisions

Reports
  • View Explore dashboards that have been shared with them in Zendesk (Explore Professional and Explore Enterprise plans only)
    • External link sharing is available only on Explore Enterprise plans
  • 创建和共享Zendesk探索查询和亚博dashboards

Views
  • See views only
  • Create or edit views

Business rules
  • Apply macros
  • Create, view, or edit macros, automations, or triggers
  • Typically be used as conditions in business rules

    For example, you can't create a trigger that emails the agent assigned to the ticket when a user who is a light agent comments on it, but you can create a trigger condition for cases where the requester is a light agent.

  • Respond toCSAT surveys

Channels
  • Respond to calls
  • Manage channels

Mail API
  • Light agents cannot use the Mail API.

Apps
  • Use most installed Zendesk apps within Support
  • Perform permitted actions on their tickets in the Zendesk Support Mobile app
Zendesk Chat
  • In the standard agent interface, light agents can reassign a ticket from chat if they were the serving agent. Once the ticket is assigned to another team member, the light agent cannot change the ticket assignee.
  • In the Zendesk Agent Workspace, light agents cannot serve a chat or messaging conversation. You need afull agent license.
Zendesk Talk
  • Light agents cannot be enabled as Talk agents.

Configuring light agent ticket access and reporting permissions

After you understandwhen to use the light agent roleand what they can do, you can configure some of the permissions. The method you use to configure permissions for light agents varies depending on whether you are on a Suite Growth, Professional, or Enterprise plan. You can configure options for ticket access for light agents, and, if you're on Suite Professional or above, you can additionally configure access to reports. The other light agent permissions shown in the table above can't be changed.

Configuring light agent permissions with Suite Growth and Professional

If you're using Suite Growth or Professional, you can configure light agent permissions for reports and ticket access.

To edit reporting and ticket permissions for light agents (Suite Growth or Professional)

  1. InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Agent interface.
  2. Next toLight Agent access, select an option forWhat kind of tickets can this agent access?:
    • All within this agent's group(s)for light agents to access only tickets in their groups.
    • Requested by end users in this agent's organizationfor light agents to access only tickets requested by end users in their organization. This also means the light agent won't be able to update organization fields for end users or lookup relationship fields that point to organizations.
    • Allfor light agents to access all tickets.
  3. If you selectedAll within this agent's group(s)above, and you want light agents to still be able to assign tickets to any group when they're the requester, also selectAgent can assign to any group.
  4. ForWhat can this agent do with reports, set Insights reporting permissions toCan view onlyorCannot view.
  5. When you are finished, clickSave.

Configuring light agent permissions with Suite Enterprise

If you're using Suite Enterprise, you can only configure light agent permissions for ticket access.

To edit reporting and ticket permissions for light agents (Enterprise)

You can't clone or modify the light agent role, except for the two settings for tickets and reporting.

  1. InAdmin Center, clickPeoplein the sidebar, then selectTeam > Roles.
  2. Next to theLight agentrole, clickedit.

    If you are using Explore, you can only change settings in theTicketssection.

  3. UnderTickets, select an option forWhat kind of tickets can this agent access?:
    • Requested by end users in their organizationsfor light agents to access only tickets requested by end users in their organization. This also means the light agent won't be able to update organization fields for end users or lookup relationship fields that point to organizations. Light agents with Suite Enterprise can't access queries or edit Explore reports, but you can share Explore dashboards with them in view only mode.
    • All within their groupsfor light agents to access only tickets in their groups.
      • Assign tickets to any groupfor light agents to be able to assign tickets to groups they don't belong to, including private groups.
    • Within their groups and all public groups
      • Assign tickets to any groupfor light agents to be able to assign tickets to private groups they don't belong to.
    • Allfor light agents to access all tickets.
  4. If you selectedAll within this agent's group(s)above, and you want light agents to still be able to assign tickets to any group when they're the requester, also selectAgent can assign to any group.
  5. ClickSave.
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    64 Comments

    • Gina

      Hi Chad, definitely keen to have a chat. The biggest issue we face is the store not being able to see their solved ticket as the ticket reassigns to the Head Office Customer Service agent when they solve the ticket. If we could find a solution to that, it would be a huge win!

      0
    • 乍得苏萨(重力CX - Zendesk伙伴)亚博

      HiGina

      Our contact page (don't want to put up my email address in case of spam) is linked below. If you fill out that form I will get it and I will be in contact. We are based in Melbourne, Australia.

      https://www.gravitycx.com.au/contact

      Cheers

      Chad

      0
    • Raman Kalia

      Why can't a clone of light agent be a light agent but a paid license. I have created a clone of light agent and allowed it to access tickets organization wide. But, the moment I map a user to this cloned role, it consumes a paid license. Ironically, as per Zendesk, a clone of Light Agent will not be considered same as the original. Second, it is not about the permission as one can change permission of the default role for organization access. A conundrum whether to call it silly or malicious on Zendesk's part.

      0
    • Tarandeep Gohlar

      I don't understand why a light agent cannot submit a request on the knowledge base and cc in the customer.

      While the request is submitted, the cc does not come into the ticket.

      Annoying.

      0

    Pleasesign into leave a comment.

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