Question
How do I change a regular agent to alight agent?
Answer
- Reassign any tickets currently assigned to the user. You can do this with bulk ticket updates or triggers, depending on the status of the ticket. For more information, see the article:Best practices for removing agents.
- InAdmin Center, navigate to theTeam Members page.
- Select or search for the agent, click on their profile
- From theRoles and accesstab, you can toggle their role toLight agent.
Note:Downgrading the agent does not change the agent count on your subscription. The account owner can change the number of agent seats in your subscription underAdmin Center> Account> Billing> Subscription.
For more information, see the article:Setting roles and access in the Admin Center.
10 Comments
I do not see the light agent option when I open the user profile in admin centre, I only have "Admin" "Agent" and "Contributor". Do I need an add-on to access light agents?
Hi Zachary,
You would need to have a Collaboration add-on in order to use the light agent role. Please see this link for more information:Collaboration Overview
Hi, I tried to change an agent to light agent however I get an error message saying that I need to first reassign the tickets to another agent; however there are no tickets currently assigned to that user.
Thanks
Light agents cannot be an assignee to a ticket so you may want to have a look if there are any Open, Pending or Solved tickets requested by the light agent.
Hope that helps!
What happens to already Closed tickets that the agent was Assigned to?
What happens to Public Comments that the agent made before being downgraded to the Light Agent role?
Thanks
a follow-up ticket created by the end user is without an assignee.
If a follow-up ticket is created by an Agent, it is also without tan assignee. So no matter how a follow-up ticket is created, the assignee field is always empty.
Also: "By default, you can not assign a follow-up ticket to the assignee of the ticket at the moment theyclosed."
Here you can also find more details on this topic:
Creating a follow-up for a closed ticket
If an Agent gets downgraded, the comments in a ticket will still remain public. They will just not be able to create new public comments in the ticket.
Thank you Anne,
So just to double check one thing - Once an agent gets downgraded to the Light Agent role, the tickets which were previously assigned to him - Do they all become unassigned or do they end up assigned to some "default agent" ?
If it is the case that they become unassigned, what can I do to reassign them before downgrading the agent?
In this case, the agent has some 6,000 tickets assigned to him.
Best - Ivan
Closed tickets remain assigned to the team member when they are downgraded to a light agent. And attempting to downgrade an agent to a light agent without reassigning tickets with a status less than 'Closed' (Open, Pending, On-Hold and Solved) will not proceed and save the changes that you have made.
I would suggest following this article:How do I change an agent to a light agent?
I hope that helps. Thank you!
You've literally just linked back to this article... :\
I'm getting the reassign tickets error message, even though the user seemingly has no tickets assigned to them.
Hi Dave,
我们很抱歉听到你的问题xperiencing. Have you tried clearing your web browsercache and cookies?And try again if you're able to downgrade your user to a light agent.
If possible, can you send us a sample screenshot of your agent's user profile on the assigned ticket page?
Pleasesign into leave a comment.