We are happy to announce that you can now enable Support Agents to submit and comment on requests through the customer portal.
This has been a long standing request, particularly for customers that use Zendesk to support their own employees and where multiple help centers are used by different departments.
In these cases employees may act as Agents in solving issues submitted to their department, while acting as end users when needing support from other departments.
Until now Agents were forced to submit their tickets and comments through the Support agent interface or the Agent workspace. Using the agent interface has lots of power, but using ticket forms and help center is a simpler experience for the average request.
How does it work?
You can enable agents to manage requests via the customer portal by enabling the Enable agents to manage requests from your Help Center setting in Guide settings.
If you have multiple help centers you can enable the setting on any individual Help Center. You control which Help Center to apply the setting to, by switching between the brands using the brand dropdown in the top left corner.
Learn more about Agents managing requests via Customer Portal.
When is it available?
We have started rolling it out and expect to have it fully rolled out by October 16th.
It will be available to all Guide plans in accordance with their availability of Customer portal features.
5 Comments
Hi Gorka,
Great news! One question though, does this now mean that agents can also leave CSAT on a ticket if they are the requester of the ticket? This was previously not allowed, but am wondering now if this change will now allow this also?
Best,
Amie
All you need to do is to add a condition in the "Request customer satisfaction rating (System Automation)" that excludes your organization
Why is this only available for full agents and not light agents as well? The majority of our company consists of light agents and we've been hoping to see this feature for a long time.
Hi Candace
Thank you for the question.
The reason that Light Agents cannot interact with tickets like full Agents with this feature is not because we do not want to provide that capability, but because of the way the underlying agent permissions work, which only allow Light Agents to post internal comments and only public comments to be displayed in the Customer portal.
We are aware of the issue and intend to extend thsl feature to let light agents take advantage of it as well. We made the decision to provide the feature without support for light agents as we knew it would still be valuable to many customers.
We are exploring ways to solve the Light Agent issue and I have added your feedback to our collection of feedback regarding this issue.
Gorka Cardona-Lauridsen - thanks so much for your response! I'm so glad to hear that your team intends to extend this feature to light agents in the future.
I know it's easier said than done but I've always thought that if someone is the ticket requester, that should supersede all other restrictions around their role for that ticket. I'm sure that's easier said than done.
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