Full Answer
Can Zendesk set the authority of light agents?
Alternatively, to help you in comparing the general limitation of light agent and a chat agent, you may also check Understanding default roles in Zendesk Chat. I want zendesk to be able to set the authority of Light agents more strictly. The reason is that our team wants to limit the members who can access personal information as much as possible.
Can I use the Zendesk support agent API?
Important: 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). Light agents have the following access and permissions. Light agents can...
How can I assign tickets to agents on Zendesk?
That way the Migration Wizard will be able to assign tickets to agents on Zendesk, and you will be able to match agent emails on the settings page. Lastly, if you’re going to use any of the custom roles during the migration, please let us know.
How do I enable light agent access to the agent interface?
In Admin Center, click the Workspaces icon () in the sidebar, then select Agent tools > Agent interface. Next to Light Agent access, select an option for What kind of tickets can this agent access?
What are light agents Zendesk?
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. All ticket comments by light agents are private, including the first comment of any tickets they create.
What are light agents?
Light agent is a limited agent role, which you can assign to a limited number of your agents. Light agents are only permitted to perform certain actions, such as viewing tickets and reports, creating topics in agent-only forums or adding private comments to tickets within their groups.
How do you make a light agent in Zendesk?
How do I change an agent to a light agent?Reassign any tickets currently assigned to the user. ... In Admin Center, navigate to the Team Members page.Select or search for the agent, click Edit.From the user profile, click on Manage in Admin Center.From here you will be able to toggle the role to Light agent.
Can light agents see views Zendesk?
Light Agents are able to see tickets, ticket views, and user profiles. If necessary, they can add internal notes to assist Staff agents during their work on the customer request, too.
How much are light agents zendesk?
If you are looking for a lighter solution, check out our Support-only plans, starting from $19 per agent/month (billed annually).
What is a contributor in Zendesk?
Contributor. If you are using Zendesk Chat Phase 4 with an integrated Support account, each new Chat agent is also added to your Support account as a contributor. Contributors in Support have limited privileges; for instance, contributors can view some tickets, but cannot respond or otherwise interact with them.
Do you have to pay for light agents Zendesk?
Because these accounts are free, Enterprise customers often add every member of their organization as a Light Agent inside Zendesk, which means that all conversations about support tickets will stay inside Zendesk, rather than conversations with the development or finance team being scattered in email.
How many admins can you have in Zendesk?
You can create your own agent roles or base a new role on a native role that is predefined for you. You can either edit or clone most existing roles, or create a new role from scratch. You can create a maximum of 197 custom roles for your account.
How does zendesk integrate with slack?
To install the Slack for Zendesk integrationLog in to your company Slack workspace.Click Allow.Enter your Zendesk subdomain, accept the terms and conditions, and click Next.Once the installation is complete, click Open Slack and you'll be redirected to Slack where you can configure the integration.
Does zendesk have a knowledge base?
Zendesk offers knowledge base software that is simple to customize and use - as either an internal knowledge base, an IT knowledge base, a support agent-only knowledge base, or a customer-facing FAQ tool.
How do you create a child ticket in Zendesk?
In Admin Center, click the Objects and rules icon ( ) in the sidebar, then select Tickets > Settings. Scroll down to the Side Conversations section. Select Enable child tickets. Click Save tab.
Sample scenario
Fashionocracy, an e-commerce clothing company, wants to let their resellers request samples from their Zendesk portal. These samples are billed back to the reseller, and an authorized supervisor must approve the cost before samples can be sent.
Directions
Pull up Mikkel’s profile and change the user role from end-user to light agent.
Additional biz rule workflows
Add a Trigger to notify the Requester that their request is currently awaiting approval from their manager (essentially the same as your current trigger, except that you’re notifying the Requester instead of the approver)
Things to keep in mind
Even though the light agent role is the agent with the least permissions, it’s still an agent role. That means it’s important for you to understand what your new “Light Agent Approvers” can see and what they can’t. It’s a good idea to create a dummy light agent profile, so that you can log in and see everything from their perspective.
End users, or customers
End users are also sometimes referred to as customers. These are the people who generate support requests from any of the available support channels. End users don't have access to any of the administrator and agent features of Zendesk Support.
Agents, administrators, account owner (team members)
The people who resolve support requests, you, play different roles in setting up and managing your ticket workflow. Agents, admins, and the account owner are all team members.
User references in business rules
Business rules need to refer to some types of users in more abstract ways to define conditions and actions; therefore, you'll see references to requester, submitter, assignee, current user, and non-restricted agent.
Reassigning tickets
The first priority when an agent leaves is to make sure any tickets that were being handled by that agent are maintained by the rest of your team. Ideally, the exiting agent will be able to reassign any tickets that they have assigned to themselves before they complete their time with you.
Downgrading the agent's role
When an agent leaves, you will want to maintain the information of the tickets that an agent has handled in the past. For this reason, you should not delete an agent when they leave. Instead, first downgrade and then suspend the agent's account.
Suspending the agent's account
The final step for this process is to suspend the agent's account. This will prevent the agent from logging in to their account as an agent going forward. This can be done right after downgrading the agent, within the user profile.
