Can light agents add public replies to their requested tickets?

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3 Comments

  • Marc Dufour
    Comment actions Permalink

    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.

    2
  • Devan
    Comment actions Permalink

    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. 

    0
  • Marc Dufour
    Comment actions Permalink

    Thank you Devan. I've done that.

    0

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