Question
Can light agents add public replies to tickets they're the requesters on?
Answer
No, Zendesk Support doesn't differentiate between a light agent's replies on tickets they've requested and replies on tickets others have requested. Their replies are private regardless. For more information on light agents and their permissions, see Understanding and setting light agent permissions.
3 Comments
This is BAD.
I understand that through the GUI in Zendesk that this light-agent can not reply to a ticket, but through regular Email the ticket should be updated as normal.
I even tried to add the Light Agent to the CC list. but this did not change the behaviour.
We have given our Sales team access to tickets as light agents but if they cannot reply to the emails it is useless to us.
Hello Marc Dufour,
I understand the limitations with light agents not meeting your desired expectations can be frustrating. I would recommend posting your feedback on this topic within our Support Product Feedback forum so our developers can consider them for future updates.
Best regards.
Thank you Devan. I've done that.
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