Guys,

In Desk, we have created several departments - including Order Entry. Within this department, we've created ticket layouts and templates to facilitate our sales reps submitting their order docs. 

From within CRM, I'd like our rep to be able to create a new ticket with the "order entry" layout/template as mentioned above - so these orders can be processed.

Our sales reps are set up as Light Agents in Desk. They do see the "new ticket" button in the Zoho Desk related list in CRM - but they get a "no access" message when doing so.

Can Light Agents on create tickets from CRM? Am I missing a setting? If Light Agents cannot do this, is there a way to create a custom profile that allows view-only on existing tickets but still allows them to create new tickets?

JV