Zendesk Light Agent Training

PH Tech light agents can modify ticket fields using macros at the bottom of any ticket. Below are the options that light agents have to modify specific ticket fields.

Assign Ticket to Light Agent

Select Assign from the Macro list, and then choose the agent to assign the ticket to:

Assign CIM Category to Ticket

Select CIM Category from the Macro list, and then choose the category to assign to the ticket:

Solve a Ticket

Select Light Agent - Solved from the Macro list.

When a light agent selects one of the macros listed above, Zendesk applies the proper keywords into the comment field that will fire triggers after the ticket is submitted:

In the example above, the following will happen:

• The CIM Light Agent field will change to Ann Bresee

• The CIM Category field will change to Chem Dep

• The ticket will be Solved

You can use any combination of macros at one time.

After selecting your macros, YOU MUST submit the ticket using the action button in the bottom right. The updates to the ticket will occur immediately after submission:

Light agent can and can't...

*In general, light agents are PH TECH caregivers that need to use Zendesk, but do not have a business need to interact directly with external users.