Light users should be able to respond to small number of tickets per month or year

I would like to see light users be able to respond to a small number of tickets - something like 5 to 10 tickets per month.

Use Case:

We use a help desk to manage requests for client services - the support team are full users.

We have 3 supervisors/managers that would be light users, but OCCASIONALLY respond directly to clients. It happens rarely, so it doesn't make sense to have them be full users.

[For example, our General Manager is a light user, and responds directly to a few (<10) tickets/year]

We've looked at other products that allow "light" users to respond to 10 tickets/month and would like similar functionality in Zoho Desk.

Right now, this problem of allowing light users to respond is a key issue for us.

Having light users be read only is too restrictive and keeps us from using Zoho Desk despite the fact that we use a few other Zoho products.