How do I change an agent to a light agent?

Question

How do I change a regular agent to a light 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.

In Admin Center, navigate to the Team Members page.

Select or search for the agent, click on their profile

From the Roles and access tab, you can toggle their role to Light 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 under Admin Center> Account> Billing> Subscription.

For more information, see the article: Setting roles and access in the Admin Center.