Light agents can read any ticket in their department, add private internal notes for full agents, and be mentioned in ticket comments. They cannot send public replies, own tickets, or change ticket status. This makes them suitable for stakeholders who need visibility without handling customers.
Common light agent use cases include: Product managers who need to see feature request tickets, developers who are mentioned in technical tickets for context, finance team members who review billing escalations without responding, and QA analysts reviewing support trends.
Light agents are licensed at a fraction of the cost of full agents in most Zoho Desk plans. For large organisations with many internal stakeholders needing ticket visibility, assigning them as light agents rather than full agents provides significant licence cost savings.
A light agent is a lower-cost user type in Zoho Desk with read and internal comment access but no ability to send public replies or own tickets. They are suited for internal stakeholders who need ticket visibility without customer interaction.
A full agent can reply to customers, own tickets, and change status. A light agent can only view tickets and add private comments for the team. Light agents cost less and are useful for stakeholders needing visibility rather than customer-facing access.
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