When an existing Agent is added to a new Workspace, by default, the Agent receives the same user role that he has in his default (or first) Workspace. It is possible to make an Agent (or user with another custom Agent-type role) a Customer in another Workspace. This allows the user to act as an Agent in their default workspace, creating Issues, getting assigned to Issues, adding to the Knowledge Base, etc., while allowing him to submit Requests as a Customer in another workspace.
To make an Agent a Customer in the current Workspace:
The user is now a Customer in the current Workspace, but still an Agent in his default Workspace.
Note
When an Agent changes to a workspace in which he is a Customer, he can switch back to a workspace in which he is an Agent without having to log in again. If the user is a Customer in multiple workspaces, he must first switch back to a workspace in which he is an Agent to have access to the other Customer workspaces. This prevents conflicts with Address Books that have different primary keys.
Restrictions on Changing Agents to Customers
Note
If a user is a customer in one Workspace and an Agent in another Workspace, the Agent Workspace will always became that user's default Workspace. Also, when you add a customer to a Workspace and set the role to an Agent role, the new Workspace will be automatically selected as the default.