Understanding and setting light agent permissions (Collaboration Add-on)

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109 Comments

  • Jonathan March
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    @jeff. The system recognizes that they are a light agent and makes the comment private.

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  • Jessie Schutz
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    Hey Candace! David will probably find this interesting as well.

    It turns out that I was incorrect about Light Agents being able to add CCs to tickets! I just did some testing, as as a Light Agent I was able to add a CC to a ticket from the Agent interface both in the CC field and by using the @mention feature, as well as adding them via ticket. So I apologize for the misinformation!

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  • Tobias
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    Can Light Agents add Tags and can Light Agents mention other Agents/Light Agents or be mentioned by others?

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  • Julie Gray
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    I apologize if this has been asked, I searched a little and didn't come up with my answer.

    If a Light Agent is CC'd on a ticket and they reply to that ticket, via their email - does that message go to everyone who is cc'd on the ticket. Or is it just an internal note? 

    Thanks!

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  • Jessie Schutz
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    Hi Tobias!

    Light Agents cannot add tags, but they can mention/be mentioned in tickets.

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  • Tobias
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    thanks for replying :)

     

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  • Tobias
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    @jessie i need to get back to your answer. If I start mentioning someone from an Agent Account with @name then the system helps me with auto filling but as an Light Agent it doesn't work for me. So as Light Agent I can't mention someone even in the internal comments

     

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  • Jessie Schutz
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    Hey Tobias, thanks for following up. 

    I tested this in my own instance and was able to make this work. Let me go back and try it again to make sure that I wasn't hallucinating! I'll check back in as soon as I can.

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  • Jessie Schutz
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    Hey Julie! Welcome to the Community!

    In the scenario you described, the response will be added to the ticket as an internal note. Only CC'd agents will be notified of the comment - end users will receive nothing.

    Hope that helps!

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  • Daniel Baras
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    It would be nice to be able to clone the light agent roles in order to make them more useful.

    Already suggested here ...so please vote and comment 

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  • Tobias
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    I contacted the support for my mentioning problem. And it's correct, that a light agent can't mention other agents. Light agents can only be mentioned by Agents.

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  • Jessie Schutz
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    Hey Tobias! I'm so sorry I haven't gotten back to you on that yet. The Community Team has been slammed this week!

    I apologize for getting that information wrong; I'll need to figure out why I was getting a different result.  Let us know if you need anything else!

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  • Comment actions Permalink

    We have a regular support plan and have just noticed that the admin can not assume the identity of agents.  Is there something I am missing since we use to be able to do it all the time.

    Thanks

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  • Jessie Schutz
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    Hi Shireda!

    Your plan level wouldn't have any impact on the ability to assume users in Support, so not to worry there.

    In the old version of Zendesk (which we call Web Portal) admins had the ability to assume agents, but that functionality doesn't exist in the current agent interface. 

    Luckily there is a workaround you can use. Just navigate to yoursubdomain.zendesk.com/users, and you'll be taken to the Web Portal version of your user list. From here, your admins will be able to assume agent profiles.

    Hope that helps!

     

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  • Light Agent
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    Hi,
    so if a customer support agent sends a ticket to a dedicated group for a light agent to comment, how does the light agent send the ticket back to the agent/customer support group?

    i.e. what is the best way to let customer support know that their question has been answered?

    Thanks!

    David

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  • Charlie Smith
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    @Light Agent - I asked this question previously. This isn't possible to do unless you create a custom role that uses a licence. You can '@' a user, however this will add them as a CC and therefore not really the best for us, but could however work for yourself.

    Zendesk still haven't introduced 'BCC' which could solve the issue in some ways.

    If I am wrong, I would also love to know, like you, how we could do this as it is extremely frustrating that this isn't possible.

     

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  • Jenn Southan
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    We have a workaround that we use.  It's a total hack, but is effective. This is our process:

    •  Create a macro that creates an internal note with a phrase you wouldn't have otherwise at the bottom of it. The light agent would use this macro to enter their comments.  Example:

    • Create a trigger for when any ticket is saved with an internal note that looks for the word "backtosupport".  If this is found, have it change the group back to "Support" (or whatever your group is called).

    When your special phrase is found, it will reassign it to the group you have specified.  Hope this helps!

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  • Nicole - Community Manager
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    Thanks for sharing your workaround, Jenn!

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  • Qiao Liang
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    Understanding that light agent could only post private comments, if a light agent does a "Replying All" in the support email thread directly, including the support ticket thread email handle 'support+idXXXXX@xxxx.com', will the customer see the reply?

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  • Jessie Schutz
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    Hi Qiao! I'm looking into this for you and hope to have an answer soon!

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  • Keith @ Zendesk
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    Hey Qiao,

     A Light Agent doing a Reply All would still be would still be recognized as an Agent, and that person's reply would only go out to other Agents on the Ticket and their comment would be added as an Internal Note.

    Hope that helps!

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  • Chang Lee
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    Hi Zendesk!

     

    Is there a way to make an agent "Light agent" without deleting all of their previously "solved" tickets? I've reassigned all of their open, pending, on-hold tickets, but still cannot downgrade them to "light agent". 

     

    Appreciate your insight on this! 

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  • Shawn Oudavanh
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    If you don't want to reassign the solved ones you would have to wait for them to close or force them to close with an automation.

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  • Chang Lee
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    thanks Shawn!! 

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  • Conza
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    Hi team,

    Would be great to be able to filter by Light Agents in the "People" screen. Instead of just "Agents" and light agents coupled together (10 agents, 500 light agents) atm.

     

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  • Terry Knox
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    ^^^THIS^^^

    We have thousands of Light Agents, so the People listing is basically useless. 

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  • Nicole - Community Manager
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    Hey Terry & Conza - 

    That would be great feedback for you to share with our Product Managers over in the Product Feedback topic in the community. 

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  • Conza
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    Found one that was similar enough: https://support.zendesk.com/hc/en-us/community/posts/115007370587-Allow-to-browse-Light-Agents (go upvote folks). 

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  • Nicole - Community Manager
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    Thanks for digging that up, Conza. I'll be sure to ping the relevant Product Managers about that thread.

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  • Conza
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    Hi team,

    Is there a way to know when you are CC'd into a ticket, via just the email you receive - as to whether you are a light agent or NOT? 

    What I mean by that is: we have thousands of staff user emails (across our 73 stores around the country). A fraction of those staff in store do online orders. When engaging with them (a customer wants to know an update on a package being sent), so we email the online store group (which comprises new people added and removed occasionally). 

    Emailing: wsc.[store]@company.com - it goes no e.g. 5 individual emails. Those in the group. If I have added them previously as a light agent individually - no worries at all.

    However, if they have slipped through the cracks - and are not individually a light agent: IF they get the email, and IF they respond - they will be an END-USER, yes? 

    Does that comment go public, immediately or internal? 

    I will be sending customer complaints to the stores to action; and so I don't want to have someone I don't know in the group - respond, thinking it is going to be internal, when it also can then be seen by the customer. 

    Any help, greatly appreciated. Many thanks.

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