Understanding Light Agents in Zendesk
What are light agents in Zendesk and when should I use them?
Light agents in Zendesk are team members with limited permissions who can view tickets and add internal notes. They are ideal for team members who need to stay informed about tickets and provide expertise without full agent capabilities. For example, engineering team members can be light agents to offer technical advice on tickets without handling them directly. Light agents are included in Zendesk Suite Growth and above, and can be purchased as an add-on for other plans.Learn more about light agents.
More related questions
How do side conversations work in Zendesk?
Side conversations in Zendesk allow agents to collaborate with internal or external teams without disrupting the main ticket flow. They are useful for complex workflows requiring input from other departments or partners. Agents can choose what…
What is the difference between CCs and followers in Zendesk?
In Zendesk, CCs and followers help manage ticket visibility and notifications. CCs are public and visible to end users, while followers are private and invisible to end users. CCs can be added by agents, admins, or end users, and receive public…
Can I use CCs and followers without the Collaboration add-on in Zendesk?
Yes, you can use CCs and followers with any Zendesk Suite and Support plan without needing the Collaboration add-on. The add-on is only necessary for legacy accounts or if you require light agents and side conversations. [Learn more about enabling…
How do collaboration features work together in Zendesk?
Zendesk's collaboration features, including light agents, side conversations, and CCs/followers, work together to streamline communication and ticket management. For example, an agent can use side conversations to consult with finance, add a…
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