Team -
Changed a user role to a Light Agent but the user is still blocked because he is not a direct member of a group with access. But, he now has a Light Agent role so he shouldn't be blocked.
Ideas?
Role Change - Still Blocked
Hi Marybeth, check the Light Agent permissions within Roles in Admin Centre. You may have the role set to only give access to tickets from within their groups. If you set the Light Agent permissions like below, then they will be able to view tickets from other groups, even if they are not assigned the group in which it resides.
Thanks - Francis - User is assigned to the Data Team group.
Thanks - Nick - Admin>People>Team options does not include Roles. Available options are Team members and Groups. Is the issue the Plan or my Admin permissions?
Appreciate your help.
In that case, Marybeth, your permissions may be restricted - your assigned role likely doesn’t include the Manage Roles permission. You’ll need to contact someone in your instance who has a full Zendesk Admin license to make the necessary changes.
Alternatively, you can add the user to the group that is assigned the ticket they’re trying to access.
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Changing a user's role to Light Agent in Zendesk does not automatically grant them access to tickets—they must also be a direct member of the relevant group(s) to view or interact with those tickets. While the Light Agent role limits what actions a user can perform, group membership controls which tickets they can access. Therefore, if the user is still blocked after the role change, it’s likely because they are not assigned to any groups with ticket access. To resolve this, you need to add the user as a member of the appropriate group(s), ensuring their permissions align with both their role and group membership.