This article is for managers and team leads who want to see light-agent work: what has been assigned, taken, solved and flagged, by whom and for which department. There are two tools: the Light Agent Operations dashboard in Explore, and the light-agent values you can put in your own Zendesk views and searches. How the work itself is done is in Zendesk Light Agent Training; routing tickets to light agents is in Zendesk - Assigning Tickets to Light Agents.
The Light Agent Operations dashboard
Open it here: Light Agent Operations. It is shared with every agent in the account as view-only, so no access request is needed; light agents can open it too.
| Tab | What it answers |
|---|---|
| Overview | How much light-agent work happened in the period: assignments, solves, internal notes, open tickets, tickets flagged for a full agent; solves per week; assignments by department. |
| By department | The same, one row per ticket group, plus how long flagged tickets wait for a reply. |
| By light agent | Who did what: assignments, solves, status changes and internal notes per person; each person's open backlog and its age. |
| Backlog | Current state, no date filter: open light-agent tickets by person and by department, oldest first, with a ticket list to drill into. |
| Needs a full agent | The tickets currently flagged for a full agent, and how long flags take to be answered with a public reply. |
How to read it:
- Pick your department in the Ticket group filter on each tab. Filter selections do not carry between tabs, so re-pick when you switch.
- The time filter applies to activity (assignments, solves, notes). Backlog shows the current state and has no date filter.
- Data refreshes about hourly, so the last hour's updates are not in it yet.
- Every viewer sees every department's rows, ticket subjects included; opening a ticket from the dashboard still goes through your normal ticket permissions.
- An empty Needs a full agent queue shows "No data available". That is the good outcome.
- Click a number to drill through to the list of tickets behind it. Tables sort by column.
Light-agent values you can use in views and searches
Every light-agent action leaves a mark on the ticket. These are the ones you can filter, sort and group by in a view, or search for.
Fields
| Field | Holds | Use it as |
|---|---|---|
| Light Agent | Who is working the ticket right now. One value per ticket, cleared when the ticket is unassigned or handed to a full agent. | A condition (Light Agent is … or is present), a column, or a group by. |
| Light Agent action | The last light-agent action: Solved, Pending, On-hold or Needs a full agent. Set by the Light Agent - Update macros, cleared when a flagged ticket is answered and when a ticket reopens. Not on any ticket form. | A column, or a condition to find tickets whose last light-agent action was a particular one. |
Tags. The macros also tag the ticket:
| Tag | Meaning |
|---|---|
la_assigned |
A light agent is, or has been, assigned through the macros. |
la_<user id> |
Which light agent: la_ followed by the person's Zendesk user id (the number at the end of their profile URL). Follows the Light Agent field. |
la_solved, la_pending, la_onhold
|
A light agent set that status at some point. These accumulate: they say it ever happened, not that it is the state now. Use the Status field for the current state. |
la_ready |
The ticket is flagged Needs a full agent and has not yet been answered. |
Standard fields that pair with them: Group (the department), Status, Updated (how stale), Requester, Assignee (always a full agent or blank; a light agent is never the Assignee).
Ready-made views
Every group with light agents has two shared views under the Light Agent heading in the Views list, maintained automatically, and each light agent has a personal one:
| View | Who sees it | What it lists |
|---|---|---|
| <Group> - Light agent queue | The group's members | Open tickets in the group with a Light Agent set, grouped by person, most recently updated first. |
| <Group> - Needs a full agent | The group's members | Open tickets in the group flagged for a full agent, oldest first. |
| My tickets - Light Agent | That light agent only | Their own open tickets. Managers cannot see it; the queue view shows the same tickets for the whole group. |
Recipes for your own views and searches
To create a view: Views → Manage views → Add view (a personal view needs no permission; a shared view needs the usual view-management permission for your group).
| You want | View conditions | Or search |
|---|---|---|
| My team's open light-agent tickets, by person | Group is your group; Light Agent is present; Status less than Solved. Group by Light Agent. | group:"Claims" tags:la_assigned status<solved |
| Stale light-agent tickets | As above, plus Hours since update greater than N (business or calendar). Sort by Updated, oldest first. |
group:"Claims" tags:la_assigned status<solved updated<2025-01-01 (pick the date) |
| Everything one person is working now | Light Agent is the person; Status less than Solved. | tags:la_<user id> status<solved |
| Everything one person has ever touched | Not a view: use the By light agent tab of the dashboard, which reads the ticket history. |
tags:la_<user id> lists tickets they were assigned at some point. |
| Tickets flagged for a full agent in my group | Group is your group; Tags contains la_ready; Status less than Solved. Sort by Created, oldest first. (This is the ready-made view.) |
group:"Claims" tags:la_ready status<solved |
| Tickets a light agent solved this week | Not a view: the Overview or By light agent tab with the time filter set to this week. |
tags:la_solved solved>1week (any ticket a light agent ever solved, solved this week) |
Replace Claims with your own group name, and <user id> with the number from the person's profile URL.
Limits
- A light agent is never the ticket Assignee; assignee-based views and reports do not see light-agent work. Use the Light Agent field and the tags.
- Views show the ticket's state now. The history of who did what, and when, is in Explore (the dashboard), not in views.
- Light agents cannot create views. Their personal My tickets - Light Agent view is created for them and cannot be changed.
- The
la_solved/la_pending/la_onholdtags accumulate and never come off. Combine them with Status for the current state. - The dashboard refreshes about hourly and shows every department to every viewer.