Although Lite Agents have limited permissions, you still have granular control over what they can access in the workspace. We'll walk you through the various permissions you can assign to Lite Agents, enabling you to grant them the precise level of access required to perform their roles effectively.

Ticket Permissions

When setting up a Lite Agent, you can configure their access to tickets as follows:

1. Access to Ticket System

This allows Lite Agents to access the Ticket interface from the left hand Navigation Bar.

1. Viewing Tickets

By default, Lite Agents will be able to see tickets which are assigned to them, their team, or where they are added as a follower.

• Unassigned Tickets: Allow viewing of unassigned tickets to help them identify where they can assist.

• Assigned Tickets: Decide on allowing viewing for tickets assigned to other agents, based on the need for broader visibility.

1. Modifying Tickets

In the context of a Lite Agent the only modification available is adding Agent Notes.

• Add Notes: Enable to allow Lite Agents to add private Agent Notes to tickets.

1. Editing and Deleting Messages

• Edit Notes: Allow Lite Agents to update their own notes to ensure information remains accurate.

• Delete Notes: Permit Lite Agents to remove their own notes if necessary for clarity or correction.

By configuring these settings, you can tailor the Lite Agent's involvement in the ticketing process, enabling them to contribute effectively while maintaining appropriate control over ticket modifications.

People/CRM Permissions

Can use the CRM System will enable People permissions which will give Lite Agents access to the CRM so they can view Users, Organizations and their associated information.

Chat Permissions

Can use Chat will grant Chat permissions will allow Lite Agents to view conversations that have been started in the workspace via Chat.

Voice Permissions

Can playback all recordings will allow them to listen to recordings of phone calls they have permission to view that have come into the workspace.

Help Center Permissions

Can use the Publish System will allow them to view the content that has been created in your Help Center.

Other Permissions

The Other Permissions section allows you to configure additional permissions for Lite Agents. This section includes permissions related to profiles, tasks, problems, and AI.

Profile Permissions Can set own picture: Allows Lite Agents to personalize their profile by uploading their own profile picture. This helps in making internal communication more personable. Task Permissions Can use tasks: Grants Lite Agents the ability to create and manage tasks within the system. This can help them organize their work and keep track of their responsibilities efficiently. Problems Permissions Can view problems: Enables Lite Agents to view problem records. This is useful for understanding recurring issues and gaining insights into broader challenges faced by the support team. AI Permissions These permissions will allow a Lite Agent to generate ticket summaries with AI to aid in quicker understanding and more effective communication.

By setting these permissions, you can provide Lite Agents with the tools they need to enhance their productivity and contribute more effectively to the team, while ensuring they have access only to features and data relevant to their specific roles.