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?
Agents are the members of your team working on tickets and resolving user issues the help desk.
Lite agents are read-only agents who have visibility over tickets, and can add notes with useful information, but cannot use all the features in the help desk.
Lite agents essentially have more limited permissions than a regular agent, but lite agents don't take up a seat on your license, so add no additional cost to get access to the workspace.
What can lite agents do in Deskpro?
Lite agents have primarily view-only permissions with specific exceptions and controls:
- Adding notes to tickets
- Viewing tickets (except when restricted through permissions set by an admin)
- Viewing tickets assigned to them, their team, or those they follow
- Using the tasks feature to create, edit, or delete tasks
- Editing their agent profile (name, avatar, contact information, timezone, language, 2FA, etc.)
- Receiving notifications for ticket updates and other events
- Replying to notification emails to add notes to tickets
Ultimately, the permissions you give your lite agents depend on what you want them to be able to access.
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 included
- Enterprise: 1,000 lite agents included
To see more information about what's included in each plan, see Deskpro Pricing.