Light agents

Light agents are colleagues outside the support team, such as finance, the warehouse or engineering, who need to see tickets and leave a note, but never answer customers. They are free and never take a seat.

What a light agent can do

With the built-in Light agent role, a person can:

• see the tickets of their groups;
• add Internal note comments, and @mention colleagues in them;
• start side conversations;
• create personal views;
• open reports.

They cannot write public replies, edit ticket properties or be assigned tickets. In the composer they see Your role can add internal notes only.

Add a light agent

1. Open Admin Center, People, Team members and choose Invite people.
2. Set Role to Agent and Permissions to Light agent.
3. Pick their groups and choose Send invitation.

To turn an existing agent into a light agent, open them in Team members and change their role.

How many you can have

Plan	Light agents
Free	none
Starter	5
Growth, Pro, Enterprise	unlimited

When you reach the limit, ChaosDesk says You’ve reached your plan’s limit and names the plan that allows more. If you move to a plan with a lower limit, existing light agents keep working, but you cannot add more.

Custom roles count too

On Pro and Enterprise you can make your own roles. Any role that cannot write public replies counts as a light agent role, whatever it is called. Turn on Light agent in the role editor to set one up.

Related

• Add or remove seats
• Invite your team
• Roles and permissions