Lite agents are team members with a more focused set of permissions compared to standard agents. They primarily serve in a view-only capacity, allowing them to gain insights into issues and contribute to resolving tickets more efficiently.

Although lite agents don't have access to the full range of actions available to standard agents, they can still utilize key functionalities that empower them to play an effective role in the support process.

Creating Lite Agents

Navigate to Admin > Agents > Agent Profiles.

To add a new individual to the workspace, click the Lite tab to access the lite agent section.

Converting a Standard Agent to a Lite Agent

If you have existing agents with limited permissions who don't require full help desk capabilities, you can convert them to lite agents.

To convert an existing agent to a lite agent, follow these steps:

1. Navigate to Admin > Agents > Agent Profiles.

2. On the Active tab, select the agent you wish to convert to a Lite Agent.

3. Click the Cog icon next to their name and select Convert to Lite Agent.

You will be prompted to confirm your choice, and upon confirmation, the agent will be converted to a lite agent, freeing up the previously occupied agent seat.

Converting a Lite Agent to an Agent

To convert an existing lite agent to an agent, follow these steps:

1. Navigate to Admin > Agents > Agent Profiles.

2. On the Lite tab, select the agent you wish to convert to an Agent.

3. Click the Cog icon next to their name and select Convert to Agent.

You will be prompted to confirm your choice, and upon confirmation, the lite agent will be converted to an agent. Note: You will need to have an agent seat available in the workspace to convert a lite agent to an agent successfully.