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

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2 comments

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    Zac (Edited )

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

  • Avatar
    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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