Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Colleagues who can see tickets and comment internally without a paid agent seat. The answer to most access requests.
What they can do
- View tickets their access allows.
- Add internal notes.
- Be CC'd and follow tickets.
- Read the internal help centre.
What they cannot
- Reply to customers.
- Be assigned a ticket as the owner.
- Change most ticket fields.
- Configure anything.
Who they are for
The product manager who wants to see what customers are reporting. The developer answering a technical question. The team lead in another department who is occasionally asked about a case.
All of them need to look and comment. None of them need to reply, and none of them should cost a seat.
Start here when somebody asks for access
"Can you give me access to Zendesk" almost always means "I want to see what is going on". Offer light agent first, and upgrade only if they genuinely need to answer customers.
The trap to avoid
A light agent who is actually doing agent work: drafting replies for somebody else to send, or handling a queue through a colleague. That is an agent, and pretending otherwise makes the work invisible in reporting.
They still see customer data
Light does not mean limited visibility. Their ticket access needs setting as deliberately as anybody else's.
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