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

Comments

5 comments

  • Avatar
    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

  • Avatar
    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

  • Avatar
    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

  • Avatar
    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

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