all agents

How the Light agents' permissions (Professional and Enterprise add-on) are granted and how they are used




federal government agencies
job search sites The 20 web pages with the most job offers in Spain
recruitment agencies / How does a recruitment and selection agency work?
state agency The change was made to the facilities of the Family Coexistence Center of Yucatan (Cecofay).


Avatar Nora Mullen
Update 2 months ago
 Professional and enterprise add-ons
Light agents have a limited number of permits but can stay informed about tickets and, if necessary, add private comments to offer their knowledge and advice according to their competence in the matter. All comments by Light agents are private, starting with the first comment of any ticket they create.

It is not possible to clone or modify the Light agent role, except for the two options of tickets and reports. Light agents can not be activated as Talk agents. Light agents are available as an add-on in the Professional and Enterprise plans (see About add-ins).

This article contains the following sections:

About the Light agents' permissions
Update report and ticket permissions for Light agents
About the Light agents' permissions
The Light agent role has the following accesses and permissions.


Area Light agents can ... Light agents can not ...
Tickets
View the tickets assigned to the groups they belong to, or view all the tickets (see Update report and ticket permissions for Light agents)
Make private comments
Be the ticket applicant
Edit the properties of the tickets at the moment the ticket is created
Receive CC copies of the tickets
Create tickets on behalf of the end users; however, the end user will not be able to see it until another agent adds a public comment
Edit the properties of the tickets at the moment of creating them (or later), if they are the applicants
Assign a ticket to an agent with all the permissions (during ticket creation only)
Make public comments
Be assigned to tickets
Edit the properties of the tickets of those that are not applicants
Reassign group tickets
Reassign the tickets that were assigned to them before they became Light agents
PeopleSee user profiles
Edit user profiles
Adopt a user's identity
Change a user's password
Browse or search for users
Guide
View areas of the Knowledge Base and the Help Center community restricted to agents only
Be a Guide Administrator
Add and edit articles and publications in the sections of the knowledge base and community issues
Note: In Guide Legacy, Light agents can add and edit articles and publications where agents have the necessary permissions.
Reports
View reports or have no access to them (see Update report and ticket permissions for Light agents)
Create or edit reports
Views
Only view views
Create or edit views
Business rules
Apply macros
Create, view or edit macros, automations or triggers
Be used as conditions in business rules
For example, it is not possible to create a trigger that sends an email message to an agent assigned to the ticket when a user who is a Light agent makes a comment.

Channels
Answer calls
Manage channels
Mail API
Reply to notifications or create new tickets
Applications
Use any Zendesk application installed within Support
Perform actions allowed on your tickets in the Zendesk Support mobile app

Update report and ticket permissions for Light agents
For Light agents, you can configure ticket access and report display permissions only.

Where the Light agents' permissions are configured depends on the plan. If you have the Enterprise plan, it might seem that you can edit more options, but those options can not really be edited.

To edit the report and ticket permissions for Light agents (Enterprise)
Click on the Admin icon () in the sidebar and then select Manage> People.
Click on Roles
Next to Agent Light, click edit.
You can modify the configuration of the Tickets and Tools sections only. It is not possible to modify any other configuration of the Light agents.

Next to Tickets, select an option for What kind of tickets does this agent have access to ?:
All those in the groups of this agent so that Light agents only have access to the tickets of their groups.
Requested by users in the organization of this agent so that Light agents only have access to the tickets requested by the users of the organization to which they belong.
All for Light agents to have access to all tickets.
If you selected All those in the groups of this agent above, and you want the Light agents to be able to assign tickets to any group of which they are the requester, also select The agent can assign to any group.
Next to Tools, for What can this agent do with the reports? Set up the permissions of the reports in Only you can see them or You can not see them.
Click Update role.To edit the report and ticket permissions for Light (Professional) agents
Click on the Administrator icon () in the sidebar and then select Settings> Agents.
Next to Access for Light agents, select an option for What kind of tickets does this agent have access to ?:
All those in the groups of this agent so that Light agents only have access to the tickets of their groups.
Requested by users in the organization of this agent so that Light agents only have access to the tickets requested by the users of the organization to which they belong.
All for Light agents to have access to all tickets.
If you selected All those in the groups of this agent above, and you want the Light agents to be able to assign tickets to any group of which they are the requester, also select The agent can assign to any group.
For What can this agent do with the reports ?, set up the permissions of the reports in Can only see them or can not see them.