How to Change an Agent to Light Agent - Frequently asked questions
Frequently asked questions
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…
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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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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