Introducing Lite Users

A customer writes in about an order. Your support agent handles it. But somewhere in the back, your warehouse manager, your operations lead, or your co-founder wants to check in on the conversation. They don’t need to reply. They just need to see what’s going on.

Until now, adding those people to Herodesk meant paying for another full agent seat. That never felt quite right to us, so we changed it.

We’ve just shipped a new user type: the Lite user.

What Lite users can do

Lite users have access to most of what Herodesk offers. They can read conversations, look up customer history, leave internal notes, and stay informed across the workspace. They’re fully in the loop.

And if you want, they can also access all settings and configurations to help set up and manage your account.

The one thing they can’t do is reply directly to customers. That’s the only restriction.

What Lite users cost

Nothing. Lite users are free. They don’t count toward your agent seats.

Who is this for?

Think about the people in your business who need visibility into customer conversations without being part of the frontline support team. That might be:

An IT manager. A warehouse or fulfilment team member checking on a return or delivery query. An owner or manager who wants to stay across things without handling tickets. A finance or backoffice person who occasionally needs to look up order-related communication.

These people exist in most small and medium-sized webshops. They were always a bit of an awkward fit for seat-based pricing. Now they have a proper home in Herodesk.

Why we built this

A customer asked for it. We listened.

That’s genuinely the whole story. We heard from a customer whose backoffice team needed access to Herodesk but had no reason to pay for full agent seats. It was a fair point. We built the solution and shipped it.

If something in Herodesk isn’t working for your team, we want to know. The features that matter most to us are usually the ones our customers tell us they actually need.

Got people in your team who could use Lite access? They’re ready to add right now.