Light Agent can't create tickets for new users ??
AnsweredWhat is the rationale behind a Light Agent not being able to submit a ticket on behalf of a new user?
I get that light agents should have restricted capabilities, however, one of their core responsibilities can be to lodge tickets. It appears this process is fine when users are already in the system, but what about users who are not?
I get that it's not a light agent's responsibility to actively manage users/details. But why on earth can they not simply add an email to a ticket? The lack of this functionality diminishes the worth of paying for light agents to the point that it is not worth it.
Zendesk, why does this artificial limitation exist?
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Hi Chad,
Thank you for reaching out to Zendesk Support. We do appreciate your concern and feedback regarding the use of Light Agents.
However, since the creation of Light Agents, we looked at the overall functional restrictions for Light Agents along with the idea that the role would be used for monitoring and internal consultation with non-customer-facing entities. Also, using Light Agents is free and doesn't take up any agent seat. It made the most sense on the back-end to restrict the ticket creation for new users.
Ultimately it boils down to a difference between how we intended for Light Agents to be used when we created them, and how customer use of the feature has evolved since that time.
We do promise to continue looking for ways to improve the use and look at other possibilities and options for our customers to use and utilize the Light Agent role.
Thank you and have a wonderful day ahead!
Kind regards,
DJ Buenavista Jr. |
Customer Advocacy Specialist
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