Last Modified: June 1, 2018

As of Subscriber’s execution of the Order Form that references Subscriber’s purchase of this Deployed Associated Service (“Add-On”), the features and functionality detailed below will be provided to Subscriber. Zendesk reserves the right, at its sole discretion, to update these Add-On features and functionality detailed below, but agrees that these Add-On features and functionality will not be materially decreased during the Subscription Term.

1. Light Agents

Light Agents are Agents that are enabled with the functionality summarized below:

• view tickets assigned to groups that include the Light Agent;
• make private comments in a ticket;
• be the ticket requester and be CC’ed on tickets;
• edit ticket properties at the time of ticket creation when the Light Agent is the ticket requester;
• create tickets on behalf of End-Users;
• view user profiles;
• view and add topics to unrestricted forums; and
• view or have access to reporting (not including Insights).

Light Agents are not enabled with any other Agent functionality, including, without limitation, the following functionality:

• make public comments;
• be assigned to tickets;
• edit ticket properties for tickets that Light Agents are requesters on after the ticket is created;
• edit user profiles;
• assume the identity of an Agent or End-User;
• change passwords of Agents or End-Users;
• browse or search for Agents or End-Users;
• view or add topics to restricted forums;
• execute the actions a Light Agent is permitted to perform within any applied macro;
• create, view, or edit macros, automations, or triggers;
• be used as conditions in business rules; and
• respond to Zendesk Chat requests or be enabled to use Zendesk Talk.

2. Threads

Features:

• Agents will be able to create new thread conversations with Agents, Light Agents, and non-Agent email addresses;
• Thread recipients will be able see who else is included in thread conversations as to: and cc: recipients in the emails;
• Thread recipients will be able to add and remove participants in thread email conversations in the messages they send;
  

Restrictions:

• Threads will not allow any non-Agent recipients to log into Support or access any Support features;
• Threads will not allow any non-Agents to interact with or send information to End-Users in the main ticket conversation;
• Thread recipients will not automatically receive ticket information, and will only receive the information that the agent chooses to include in messages;