Recipe: Utilizing the light agent role for a customer approval workflow

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8 Comments

  • Zac

    How do you handle ticket status once the request is approved, since Light Agents cannot change ticket status?

    0
  • Amie Brennan

    Hi Zac,

    You would essentially need to get another agent within the Zendesk who can change the status of a ticket to update it from there after approval.

    Alternatively, you could look at creating a custom role with limited abilities that would allow the agent to approve tickets and update the status as needed.  

    Hope this helps. :)

    Best,

    Amie

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  • Sonia Radaelli

    Hi Amie

    How the assigned person can see that the light agent has replied if status cannot be changed by him ?

    Is it possible for the light agent use a macro that change the ticket status??

    thanks for your help

    Sonia

    1
  • Diogo Maciel

    Hi Sonia! The assigned person should receive a notification in their email that the ticket was updated. The default trigger that does that is the "Notify assignee of comment update"

     

    It is not possible for light agents to use macros that change ticket properties

    0
  • Sonia Radaelli

    In the section "Additional biz rule workflows" of this article there is the following suggestion:

    • Create a Macro letting the Requester know that their request has been approved

    Can you tell me how to build this kind of macro ?

    thanks and regards

    Sonia

    0
  • Jessie - Community Manager

    Hi Sonia!

    You can find instructions on how to create macros here: Using macros to update tickets. That should get you where you need to go!

    0
  • Sonia Radaelli

    Hi Jessie

    I read the instruction you suggest me but, sorry, I did'nt find a solution to my problem.

    I don't find any action in Macros that can advice the Requester about approval made by a light agent,

     

    Can you tell me which action can do this ?

    thanks and regards

    0
  • Jessie - Community Manager

    Hi Sonia,

    Because Light Agents comments on a ticket can only be private, there won't be an action that specifically allows you to do this. Generally notifications are only sent to end-users when a public response that they can see is applied to a ticket.

    Can you tell me more about your workflow? I need to know more to help you out with this.

    0

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