View Tickets
Lite Agents can view tickets (with certain restrictions set by an admin) to stay updated on ongoing issues.
Collaborate Across Teams Effectively with Lite Agents
Get your entire team on the same page, and platform.
Lite Agents give your team access with limited permissions, enabling seamless collaboration and communication between departments, and keeping everyone informed on support activities at no extra cost.
What is the role of a lite agent?
Lite Agents are a valuable addition to your team, designed for members whose primary role isn't within the help desk.
These team members have limited permissions but can stay informed and updated on ongoing operations, ensuring seamless collaboration across departments.
What are the key features Lite Agents can use?
While Lite Agents may not have access to the full range of features available to regular agents, they can still access essential tools that allow them to contribute effectively to the support process.
Add Agent Notes
Add private comments to a ticket, providing valuable insights and assistance to support agents.
Task Management
Use the Tasks feature to create, edit, and manage tasks for the help desk team.
Profile Management
Edit your agent profile to update how you appear on the help desk and which notifications you receive.
Stay Notified
Lite Agents receive notifications for ticket updates and other important events.
Email Interaction
Reply to notification emails to add notes to tickets, keeping the communication streamlined.
Understanding what Lite Agents offer your team
With Lite Agent access, a member of your team can provide subject matter expertise and advice without needing to be an agent on the help desk, minimizing the cost for your organization while enabling your team to continue supplying exceptional customer experiences.
