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.
Give your team limited access to enable seamless collaboration and communication between departments and keep 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 notifications
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.
Frequently asked questions
What is the difference between an Agent and a Lite Agent?
A regular agent has full access to work tickets, reply to customers, run automations, and use every feature in the help desk.
A Lite Agent has read-only access with a few specific exceptions. They can view tickets, add private notes for the support team, manage tasks, and receive notifications. They cannot take ownership of tickets, reply to customers directly, or access the full feature set.
The practical difference comes down to cost and purpose. Lite Agents do not count toward your licensed agent seats, so there is no added cost to bringing in subject matter experts from legal, finance, HR, or engineering as Lite Agents. For organizations running a shared IT help desk or HR help desk where non-support staff regularly need visibility into tickets, Lite Agents solve that without licensing every stakeholder as a full agent.
What can Lite Agents do in Deskpro?
Lite Agents can view tickets, add private notes visible only to the support team, create and manage tasks, update their own profile settings, and receive ticket notifications. They can also reply to notification emails to add notes without logging into the help desk directly.
What they cannot do is reply to customers, take ticket ownership, run automations, or access reporting. In practice, this works well for teams where non-support staff need to contribute without taking over the workflow. A developer who needs to leave a technical note on a bug ticket. An HR manager who needs visibility into employee support requests. A legal contact who needs to review a compliance-related ticket before it closes.
For a full breakdown of how permissions work across teams, see help desk software features or explore how Deskpro handles enterprise help desk deployments where cross-departmental collaboration is a core requirement.
How many Lite Agents can you have in Deskpro?
Lite Agents are available on Deskpro Professional and Enterprise.
The number of lite agent seats included with each plan is as follows:
- Professional: 50 Lite Agents
- Enterprise: 1000 Lite Agents
To see more information about what's included in each plan, see Deskpro Pricing.
Which teams typically use Lite Agent access?
The most common use cases are IT, HR, legal, finance, and engineering teams that interact with support tickets but do not run the help desk day to day.
An IT team using Deskpro as an IT help desk software might give Lite Agent access to developers who need to add technical notes on bug reports without being full agents.
An HR help desk setup might give Lite Agent access to managers who need visibility into employee requests without handling tickets themselves.
A B2B customer service team might give account managers Lite Agent access so they can follow client tickets and stay informed without routing everything through a support agent.
The common thread is giving non-support staff a view into the help desk without the cost or complexity of a full agent seat.
Can Lite Agents be used on Deskpro Private or on-premise deployments?
Yes. Lite Agents are fully supported on Deskpro Private, which includes on-premise and virtual private cloud deployment. For regulated organizations where internal stakeholders need ticket visibility, this matters because it means you can give cross-departmental access inside your own environment without that data touching shared cloud infrastructure. A healthcare organization running Deskpro on-premise can give clinical staff Lite Agent visibility into patient support tickets under HIPAA controls. A government agency can give policy teams read access to citizen support workflows inside a sovereign cloud environment. The Lite Agent model works the same way regardless of deployment type.
Do Lite Agents count toward my Deskpro license?
No. Lite Agents do not use a licensed agent seat. You can add Lite Agents up to the limit included in your plan without any additional per-seat cost.
How do Lite Agents support cross-department collaboration in a help desk?
Most support tickets touch more than one team before they close. A customer billing issue involves finance. A product bug involves engineering. An employee complaint might involve HR and legal. Without a structured way to bring those teams in, support agents end up relaying information manually, and context gets lost. Lite Agents solve that by giving subject matter experts a direct line into the ticket. They can add private notes, flag tasks, and follow updates without the ticket leaving the support workflow. This is particularly useful in omnichannel customer support setups where tickets arrive across multiple channels and often require input from teams outside the core support function. See how Deskpro handles this alongside its full set of help desk software features.