Permissions (light agents can…)

Limitations (light agents can’t…)

• View either tickets assigned to groups they’re in or view all tickets
• Make private comments
• Be the ticket requester
• Edit ticket properties at the time of ticket creation
• Be CC’d on tickets (see Setting 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.
• Edit ticket properties for tickets they’re requesters on after the ticket is created
• Add, access, and download attachments
• Create, reply to, close, and reopen side conversations
• Add and remove tags from their own tickets. They can also bulk add tags to their tickets, but cannot bulk remove tags.
• Use agent email forwarding to forward an email to your support address, creating a ticket with a private comment.
• 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
• Reassign tickets to another group, unless they are the ticket requester
• Edit ticket properties, unless they are the ticket requester
• CC agents or end users other than themselves, except for when they create a ticket on behalf of someone else
• Use the @mention feature because it adds a CC to the ticket, which they don’t have permission to do
• Respond to CSAT surveys
• Create, send, or be assigned side conversation child tickets.
• Use agent email forwarding to forward an email to your support address, creating a ticket with a public comment.

• View user profiles

• Edit user profiles
• Assume a user’s identity
• Change a user’s password
• Create new end users

• View areas of the Help Center knowledge base and community that are restricted to agents
• Add and edit articles in the knowledge base where agents have permission
• Add and edit articles and posts in the community where agents have permission. See Creating community moderator groups.

• Be a Guide admin (see note at left).
• View article revisions

• View Explore dashboards that have been shared with them in Zendesk (External link sharing is available only on Explore Enterprise plans)

• Create and share Zendesk Explore queries and dashboards

• See views only

• Create or edit views

• Apply macros

• Create, view, or edit macros, automations, or triggers
• 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 comment on it.
• Respond to CSAT surveys

• Respond to calls
• Manage channels

• Respond to notifications or create new tickets

• Use any installed Zendesk apps within Support
• Perform permitted actions on their tickets in the Zendesk Support Mobile app

• 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 can not serve a chat or messaging conversation. You need a full agent license.

• Light agents cannot be enabled as Talk agents.