Who are light agents in Desk?
Light agent is a profile that can be assigned to users in Desk. It is for users who are not part of the customer support team. Although there is no limit to the number of light agents you can add, users with this profile will have restricted permissions in Desk.
Light agents can support full-time agents by adding private comments to their tickets, which only the internal teams can see.
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Adding users as light agents
One of the default profile, Light Agent can be assigned to users outside of your customer support team without having to pay for additional seats. Light Agents will have restricted permissions in your Zoho Desk. They cannot edit the fields in the ...
Who are Light Users?
Users who are only assigned to Projects or as Light Agents in Desk are called Light Users. A 'Light User' can also be assigned as user in Projects as well Light Agent in Desk.
How do I add a light agent in Desk for Zoho CRM Plus?
1. Access the Desk application in Zoho CRM Plus. 2. Click the Setup icon on the top bar. 3. Click Agents under Users and Control in the Setup landing page. 4. Click New Agent in the top-right corner of the Agent List page. You can also click the ...
What actions can a light agent perform in Desk?
Light agents can: View tickets, accounts, contacts, articles, activities, reports, and dashboards. View Company, Products, Personal Settings (except signature), and Support Contract details under Setup. Leave private comments ...
Adding and Managing your Zoho Desk Users
Agents are the persons who handle tickets and work with customer problems. They perform a wide array of actions like responding to customers, editing ticket details, closing tickets, moving tickets between departments, etc. You can add as many agents ...