Light agents
Updated Nov 9, 2026
Available on: Starter, Growth, Pro, Enterprise.
Light agents are colleagues outside the support team, such as finance, the warehouse or engineering, who need to see tickets and leave a note, but never answer customers. They are free and never take a seat.
What a light agent can do
With the built-in Light agent role, a person can:
- see the tickets of their groups;
- add Internal note comments, and @mention colleagues in them;
- open reports.
They cannot write public replies, edit ticket properties or be assigned tickets. The composer only offers the Internal note tab.
A custom role (Pro and up) can give a light agent more, such as side conversations or their own personal views and macros, as long as it still cannot write public replies.
Add a light agent
- Open Admin Center, People, Team members and choose Invite people.
- Set Role to Agent and Permissions to Light agent.
- Pick their groups and choose Send invitation.
To turn an existing agent into a light agent, open them in Team members and set their Permissions role to Light agent. Their seat stops counting straight away.
How many you can have
| Plan | Light agents |
|---|---|
| Free | none |
| Starter | 5 |
| Growth, Pro, Enterprise | unlimited |
When you reach the limit, ChaosDesk says You've reached your plan's limit and names the plan that allows more. If you move to a plan with a lower limit, existing light agents keep working, but you cannot add more.
Custom roles count too
On Pro and Enterprise you can make your own roles. Any role that cannot write public replies counts as a light agent role, whatever it is called. Turn on Light agent in the role editor to set one up: it sets commenting to internal notes only and turns off editing ticket properties.
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