What 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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