Change Regular Agent to Light Agent in Zendesk
How do I change a regular agent to a light agent in Zendesk?
To change a regular agent to a light agent in Zendesk, you need to reassign any tickets currently assigned to the user. This can be done using bulk ticket updates or triggers, depending on the ticket status. Once tickets are reassigned, navigate to the Team Members page in the Admin Center, select the agent, and toggle their role to Light agent under the Roles and access tab.
Keep in mind that downgrading an agent does not affect the agent count on your subscription. The account owner can adjust the number of agent seats in the subscription settings. For more details, check out theSetting roles and access in the Admin Center.
More related questions
Why can't I see the light agent option in Zendesk?
If you don't see the light agent option in Zendesk, it might be because you need the Collaboration add-on. This add-on is required to access the light agent role. Without it, you will only see options like 'Admin', 'Agent', and 'Contributor'. For…
What happens to tickets when an agent is downgraded to a light agent?
When an agent is downgraded to a light agent, any tickets with a status less than 'Closed' (Open, Pending, On-Hold, and Solved) must be reassigned before the downgrade can proceed. Closed tickets remain assigned to the team member even after they…
Do public comments remain after downgrading an agent to a light agent?
Yes, public comments made by an agent before being downgraded to a light agent will remain on the tickets. However, once downgraded, the agent will not be able to create new public comments on tickets. This ensures that any contributions made by…
How can I resolve the error when downgrading an agent with no assigned tickets?
If you encounter an error when downgrading an agent to a light agent, even though it seems they have no assigned tickets, ensure that all tickets with a status less than 'Closed' are reassigned. This includes Solved tickets, which might be…
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