Understanding and setting light agent permissions

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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Light agents can view tickets, make private comments, and provide expertise without full permissions. You can configure their access to tickets and reports based on your plan. Light agents can’t be assigned tickets or change statuses, but they can create tickets, add comments, and use certain apps. Adjust permissions to control their access to reports and ticket visibility.</p>
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<div class="p">
<div class="note" id="topic_amy_yjh_yq__note_cmg_yj1_s2c">
<span class="notetitle">Note:</span> Most Zendesk Suite plans automatically include a default number of
light agents based on your plan type, but you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6510562911770#topic_dzr_hf5_5zb" target="_blank">buy more light agents</a> if needed. These restrictions
do not apply to legacy plans or add-ons.<ul class="ul" id="topic_amy_yjh_yq__ul_shy_5w2_n4b">
<li class="li">Suite Growth plans include up to 50 light agents. </li>
<li class="li">Suite Professional plans include up to 100 light agents.</li>
<li class="li">Suite Enterprise plans include up to 1000 light agents.</li>
<li class="li">Suite Enterprise Plus plans include up to 5000 light agents.</li>
</ul>
</div>
</div>
<p class="p">Light agents have limited permissions but can stay informed about tickets and, when needed,
provide subject matter expertise and advice by adding private comments to the ticket. Ticket
comments by light agents are private, including the first comment of any tickets they create.
However, when a light agent is the ticket requester, and they're not a member of the group or
brand, their private comment will be converted to public.</p>
<p class="p">To assign a light agent role, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450" target="_blank">Setting roles and access in Zendesk Admin Center</a>. </p>
<p class="p"> This article contains the following sections: </p>
<div class="p">
<ul class="ul" id="topic_amy_yjh_yq__ul_uwz_qm1_blb">
<li class="li"><a class="xref" href="#topic_vwz_qm1_blb">Understanding what light agents can do</a></li>
<li class="li"><a class="xref" href="#topic_mxz_qm1_blb">Configuring light agent ticket access and reporting permissions</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_amy_yjh_yq__ul_jvb_xky_qdc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_mjl_s3c_wrb" target="_blank">About light agents and contributors</a></li>
</ul>
</div>
<div class="note attention">
<span class="attentiontitle"></span> You are prohibited from using the API or any
Software to effectively provide light agents with access, functionality, or permissions that
they are not otherwise permitted to use or access in the Zendesk Support Agent user interface
(as set forth below).</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vwz_qm1_blb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding what light agents can do</h2>
<div class="body">
<p class="p">Light agents have the following access and permissions.</p>
<div class="note">
<span class="notetitle">Note:</span> If you've created <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_zh2_4nw_4y" target="_blank">shared macros</a>, your light agents can't use a macro
that applies an action that they don't have permission to do. For example, if you have a
shared macro that changes the ticket status, light agents can access the macro but if they
try to apply it, the ticket status won't change.</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vwz_qm1_blb__table_wwz_qm1_blb" rules="all" summary="">
<colgroup>
<col style="width:20%">
<col style="width:40%">
<col style="width:40%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d88e127" style="vertical-align:top;">Area</th>
<th class="entry nocellnorowborder" id="d88e130" style="vertical-align:top;">Light agents can...</th>
<th class="entry cell-norowborder" id="d88e133" style="vertical-align:top;">Light agents can't...</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d88e127" style="vertical-align:top;">
<p class="p">Tickets</p>
</td>
<td class="entry nocellnorowborder" headers="d88e130" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_xwz_qm1_blb">
<li class="li">View either tickets assigned to groups they're in or view all tickets</li>
<li class="li">Make private comments. On Enterprise plans and above, if they're the ticket
requester and lose access to the ticket because they're not a member of the
group or brand, their private comment will be converted to public.
</li>
<li class="li">Be the ticket requester</li>
<li class="li">Edit ticket properties at the time of ticket creation</li>
<li class="li">Be CC'd on tickets (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482#topic_x3t_4p5_cq" target="_blank">Setting permissions for CCs and
followers</a>). End users won't be
able to see light agents who are CC'd on a ticket.</li>
<li class="li">Be added as a follower and add other agents as
followers</li>
<li class="li">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.</li>
<li class="li">Edit ticket properties for tickets they're requesters on after the ticket is
created</li>
<li class="li">Add, access, and download attachments</li>
<li class="li">Create, reply to, close, and reopen <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">email-based side conversations</a>
</li>
<li class="li">Add and remove tags from tickets where they're the requester. They can also bulk
add tags where they're the requester but cannot bulk remove tags.
</li>
<li class="li">Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836514202" target="_blank">agent email forwarding</a> to forward an
email to your support address, creating a ticket with a <em class="ph i">private</em> comment.
</li>
<li class="li">Reassign tickets to another agent in any of the light agent's groups, if they
are the requester.</li>
<li class="li">Respond to an approval request if designated as the approver</li>
</ul>
</td>
<td class="entry cell-norowborder" headers="d88e133" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_ywz_qm1_blb">
<li class="li">Be assigned to tickets</li>
<li class="li">Change the ticket status, unless they're the ticket
requester</li>
<li class="li">Reassign tickets to another group, unless they are the ticket requester</li>
<li class="li">Edit ticket properties, unless they're the ticket requester</li>
<li class="li">CC agents or end users other than themselves, except for when they create a
ticket on behalf of someone else via email</li>
<li class="li">Use the @mention feature</li>
<li class="li">Respond to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">CSAT surveys</a>
</li>
<li class="li">Create, send, or be assigned <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826941850" target="_blank">side conversation child tickets</a>
</li>
<li class="li">Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836514202" target="_blank">agent email forwarding</a> to forward an
email to your support address, creating a ticket with a <em class="ph i">public</em> comment
</li>
<li class="li">Create or withdraw approval requests</li>
<li class="li">View highlighted <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">entity values</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6669399593882" target="_blank">redaction suggestions</a>
</li>
<li class="li">View the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458#topic_ehg_1qz_vkb" target="_blank">pages viewed</a> by the requester in the
customer context panel</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d88e127" style="vertical-align:top;">
<p class="p">People</p>
</td>
<td class="entry nocellnorowborder" headers="d88e130" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_zwz_qm1_blb">
<li class="li">View user profiles</li>
</ul>
</td>
<td class="entry cell-norowborder" headers="d88e133" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_axz_qm1_blb">
<li class="li">Edit user profiles</li>
<li class="li">Assume a user's identity</li>
<li class="li">Change a user's password</li>
<li class="li">Create new end users</li>
<li class="li">View a user's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" target="_blank">device information</a>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d88e127" style="vertical-align:top;">
<p class="p">Help center (not available in Team plans)</p>
</td>
<td class="entry nocellnorowborder" headers="d88e130" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_bxz_qm1_blb">
<li class="li">View areas of the Help Center knowledge base and community that are restricted
to agents</li>
<li class="li">Add and edit articles in the knowledge base <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827952538" target="_blank">where agents have permission</a>
</li>
<li class="li">Add and edit articles and posts in the community <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821305498" target="_blank">where agents have permission.</a> See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882973338-Creating-community-moderator-groups" target="_blank">Creating community moderator
groups</a>.</li>
</ul>
</td>
<td class="entry cell-norowborder" headers="d88e133" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_cxz_qm1_blb">
<li class="li">Be a Knowledge admin (see note at left).</li>
<li class="li">View article revisions</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d88e127" style="vertical-align:top;">
<p class="p">Reports</p>
</td>
<td class="entry nocellnorowborder" headers="d88e130" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_dxz_qm1_blb">
<li class="li">View Explore dashboards that have been shared with them in Zendesk
(Professional and Enterprise plans only)<ul class="ul" id="topic_vwz_qm1_blb__ul_h53_vdh_yqb">
<li class="li">External link sharing is available only on Enterprise plans</li>
</ul>
</li>
<li class="li">Create, edit, and delete reports and dashboards.</li>
</ul>
</td>
<td class="entry cell-norowborder" headers="d88e133" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_exz_qm1_blb">
<li class="li">Manage administrative settings and permissions for Explore.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d88e127" style="vertical-align:top;">
<p class="p">Views</p>
</td>
<td class="entry nocellnorowborder" headers="d88e130" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_fxz_qm1_blb">
<li class="li">See views</li>
<li class="li">Filter views</li>
</ul>
</td>
<td class="entry cell-norowborder" headers="d88e133" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_gxz_qm1_blb">
<li class="li">Create or edit views</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d88e127" style="vertical-align:top;">
<p class="p">Business rules</p>
</td>
<td class="entry nocellnorowborder" headers="d88e130" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_hxz_qm1_blb">
<li class="li">Apply macros</li>
<li class="li">(non-Enterprise plans) View triggers and automations</li>
</ul>
</td>
<td class="entry cell-norowborder" headers="d88e133" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_ixz_qm1_blb">
<li class="li">Create, view, edit or delete macros.</li>
<li class="li">Create, edit, or delete triggers and automations. On Enterprise plans, light
agents also can't view triggers or
automations.</li>
<li class="li">Typically be used as conditions in business rules <p class="p">For example, you can't
create a ticket trigger notifies the assigned agent when a light agent adds a
comments to a ticket. However, you can define trigger conditions that identify
when the ticket requester is a light agent.</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d88e127" style="vertical-align:top;">
<p class="p">Channels</p>
</td>
<td class="entry nocellnorowborder" headers="d88e130" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" headers="d88e133" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_jxz_qm1_blb">
<li class="li">Serve a chat or messaging conversation </li>
<li class="li">Respond to calls</li>
<li class="li">Manage channels</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d88e127" style="vertical-align:top;">
<p class="p">Mail API</p>
</td>
<td class="entry nocellnorowborder" headers="d88e130" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" headers="d88e133" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_kxz_qm1_blb">
<li class="li">Use the Mail API</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d88e127" style="vertical-align:top;">
<p class="p">Apps</p>
</td>
<td class="entry row-nocellborder" headers="d88e130" style="vertical-align:top;">
<ul class="ul" id="topic_vwz_qm1_blb__ul_lxz_qm1_blb">
<li class="li">Use most installed Zendesk apps within Support</li>
<li class="li">Perform permitted actions on their tickets in the Zendesk Support Mobile
app</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d88e133" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mxz_qm1_blb">
<h2 class="title topictitle2" id="ariaid-title3">Configuring light agent ticket access and reporting permissions</h2>
<div class="body">
<p class="p">After you understand <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829504154#topic_cvn_xxq_4fb" target="_blank">when to use the light agent role</a> and what they can
do, you can configure some of the permissions. The method you use to configure permissions
for light agents varies depending on whether you are on a Suite Growth, Professional, or
Enterprise plan. You can configure options for ticket access for light agents, and, if
you're on Suite Professional or above, you can additionally configure access to reports. The
other light agent permissions shown in the table above can't be changed.</p>
<ul class="ul" id="topic_mxz_qm1_blb__ul_nxz_qm1_blb">
<li class="li"><a class="xref" href="#topic_oxz_qm1_blb">Configuring light agent permissions with Suite Growth and Professional</a></li>
<li class="li"><a class="xref" href="#topic_sxz_qm1_blb">Configuring light agent permissions with Suite Enterprise</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_oxz_qm1_blb">
<h3 class="title topictitle3" id="ariaid-title4">Configuring light agent permissions with Suite Growth and Professional</h3>
<div class="body">
<p class="p">If you're using Suite Growth or Professional, you can configure light agent permissions
for reports and ticket access. </p>
<p class="p"><strong class="ph b">To edit reporting and ticket permissions for light agents (Suite Growth or
Professional)</strong></p>
<ol class="ol" id="topic_oxz_qm1_blb__ol_pxz_qm1_blb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_oxz_qm1_blb__d8e1144" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Agent interface</strong>.</span></li>
<li class="li">Next to <strong class="ph b">Light Agent access</strong>, select an option for <strong class="ph b">What kind of tickets can
this agent access?</strong>:<ul class="ul" id="topic_oxz_qm1_blb__ul_rxz_qm1_blb">
<li class="li">
<strong class="ph b">All within this agent's group(s)</strong> for light agents to access only tickets in
their groups. </li>
<li class="li">
<strong class="ph b">Requested by end users in this agent's organization</strong> for light agents to
access only tickets requested by end users in their organization. This also means
the light agent won't be able to update organization fields for end users or lookup
relationship fields that point to
organizations.</li>
<li class="li">
<strong class="ph b">All</strong> for light agents to access all tickets. </li>
</ul>
</li>
<li class="li">If you selected <strong class="ph b">All within this agent's group(s)</strong> above, and you want light
agents to still be able to assign tickets to any group when they're the requester, also
select <strong class="ph b">Agent can assign to any group</strong>. </li>
<li class="li">For <strong class="ph b">What can this agent do with reports</strong>, set Insights reporting permissions to
<strong class="ph b">Can view only</strong> or <strong class="ph b">Cannot view</strong>. </li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_sxz_qm1_blb">
<h3 class="title topictitle3" id="ariaid-title5">Configuring light agent permissions with Suite Enterprise</h3>
<div class="body">
<p class="p">If you're using Suite Enterprise, you can only configure light agent permissions for
reports, Explore, and ticket access.</p>
<p class="p"><strong class="ph b">To edit reporting, Explore, and ticket permissions for light agents
(Enterprise)</strong></p>
<p class="p">You can't clone or modify the light agent role, except for the settings for tickets and
reporting.</p>
<div class="p">
<ol class="ol" id="topic_sxz_qm1_blb__ol_txz_qm1_blb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_sxz_qm1_blb__d8e637" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li">Next to the <strong class="ph b">Light agent</strong> role, click <strong class="ph b">edit</strong>.</li>
<li class="li">Under <strong class="ph b">Tickets</strong>, select an option for <strong class="ph b">What kind of tickets can this agent
access?</strong>:<ul class="ul" id="topic_sxz_qm1_blb__ul_vxz_qm1_blb">
<li class="li">
<strong class="ph b">Requested by end users in their organizations</strong> for light agents to access
only tickets requested by end users in their organization. This also means the
light agent won't be able to update organization fields for end users or lookup
relationship fields that point to
organizations.
</li>
<li class="li">
<strong class="ph b">All within their groups</strong> for light agents to access only tickets in their
groups. <ul class="ul" id="topic_sxz_qm1_blb__ul_kxl_hyh_1yb">
<li class="li">
<strong class="ph b">Assign tickets to any group</strong> for light agents to be able to assign
tickets to groups they don't belong to, including private groups.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Within their groups and all public groups</strong><ul class="ul" id="topic_sxz_qm1_blb__ul_ycd_3yh_1yb">
<li class="li">
<strong class="ph b">Assign tickets to any group</strong> for light agents to be able to assign
tickets to private groups they don't belong to.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">All</strong> for light agents to access all tickets. </li>
</ul>
</li>
<li class="li">If you selected <strong class="ph b">All within this agent's group(s)</strong> above, and you want light
agents to still be able to assign tickets to any group when they're the requester,
also select <strong class="ph b">Agent can assign to any group</strong>. </li>
<li class="li">For <strong class="ph b">Reports permissions</strong>, set reporting permissions to <strong class="ph b">No access</strong> or
<strong class="ph b">View only</strong>. <p class="p">This setting applies to the Reports tool in Support, not
reports within Explore.</p>
</li>
<li class="li">For <strong class="ph b">Explore permissions</strong>, set permissions to <strong class="ph b">No access</strong>, <strong class="ph b">View
only</strong>, or <strong class="ph b">Manage reports and dashboards</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
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