Announcing minor changes to downgrading an agent

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
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<td style="height: 22px; width: 33.3333%;">April 30, 2026</td>
<td>April 30, 2026</td>
<td style="height: 22px; width: 33.3333%;">May 7, 2026</td>
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</table></figure><p>This announcement includes the following sections:</p><ul>
<li data-list-item-id="ecf45f942e979644d32796152ff43c842"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e3019fa531780e7591a2b0729e8861a80"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="ebd6ac9e408f0268ecb5f12e5b46499f7"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p><span style="color: #464646;">Previously, we blocked changing an agent’s role to light agent or contributor if they had any tickets in a state less than closed. </span></p><p><span style="color: #464646;">While we allowed changing an agent with the </span><a href="https://support.zendesk.com/hc/en-us/articles/4408846501402-Understanding-and-setting-light-agent-permissions#topic_vwz_qm1_blb" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">Edit ticket properties</span></a><span style="color: #464646;"> permission to a role <em>without</em> the Edit ticket properties permission, we did not reassign or unassign any of their working tickets.</span></p><p><span style="color: #464646;">Now, for all scenarios listed above, Zendesk will automatically reassign solved tickets based on your Modern Solved Reassignment Strategy (or legacy solved reassignment strategy if not turned on). Zendesk will automatically unassign all other non-solved tickets and follow existing system rules for assignment</span><span style="color: #444746;">. See </span><a href="https://support.zendesk.com/hc/en-us/articles/7431999772954-Setting-reassignment-options-for-groups-solved-tickets" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">Setting reassignment options for groups’ solved tickets</span></a><span style="color: #444746;">.</span></p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>This is to create functional parity within the product, aligning the various possible behaviors that can occur when downgrading an agent’s role. </p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>These changes will happen automatically. You may want to consider looking at an agent’s user profile to ensure that you have visibility into an agent’s solved tickets before downgrading them to a role without ticket editing permission.</p><p>For more information:</p><ul>
<li data-list-item-id="e1ac53ac6b1087ae5684467bbcd4dc9c8"><a href="https://support.zendesk.com/hc/en-us/articles/4409155967258-Changing-an-agent-s-role" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">Changing an Agent’s role</span></a></li>
<li data-list-item-id="e71a991ec36a4fb8626832910e37c851f"><a href="https://support.zendesk.com/hc/en-us/articles/4408888762394-How-do-I-change-an-agent-to-a-light-agent" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">How do I change an Agent to a Light Agent?</span></a></li>
<li data-list-item-id="ea8357b9c4d6929d9064bc7448e2ab376"><a href="https://support.zendesk.com/hc/en-us/articles/7431999772954-Setting-reassignment-options-for-groups-solved-tickets" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">Setting re-assignment options for Groups solved tickets</span></a></li>
</ul><p><span style="color: #1d1c1d;">If you have feedback or questions related to this announcement, visit our </span><a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">community forum</span></a><span style="color: #1d1c1d;"> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact </span><a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer"><span style="color: #1155cc;">Zendesk Customer Support</span></a><span style="color: #1d1c1d;">.</span><br><br> </p>