I've read up on light agents and CCs, but I'm not finding the answer. In fact, I find that the "answer" contradicts the reality of what I've experienced, so something needs to be cleared up.
I just received a new ticket that was started by a light agent. The ticket was "to" the support email address, "from" a light agent, and it was copied to two other email addresses:
- an end user
- a member of our staff, who is not a light agent
Both the end user and the non-agent staff person were CC'd, and the "requester" was set to the light agent. The message was, appropriately, set to "private".
The end user, as far as I can tell, did NOT have an account in our system prior to the moment that the light agent copied her. The end user's account says "Updated 15:57" which is the exact time that the ticket came in.
The staff person has had an account in Zendesk for a long time, and it says "Updated Nov XX 2016" so I know that just adding her as a CC did not cause an "update" to register for the end user. That definitely appears to be the creation date of the end user's account.
What confuses me here is that light agents are not supposed to be able to create CCs or add users, and it seems this one was able to do both. Is it because those were included in the original email she sent?
Can someone help me understand this? Thanks.
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