Adding Group as a followers / CC'S
Hi Zendesk!
Can you please add an option to make group as a followers? Right now we could only add them on ticket followers one by one.
I have many Light Agents and create a group for them.
Thanks!
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We need this, because the limiting factor (in our case) is that role permissions either allow only your own groups, or all tickets. This leads to the following:
- More groups than necessary
- Workaround where you have to add every individual agent to a workflow
- Limits use of "group changed to" trigger conditions
It would be nice to also have a middle ground in which a role could be tied to a ticket form type and not just an agent group. As a workaround though, adding an agent group as a follower to a ticket would meet the need.
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We have the problem where an Agent will start a side conversation with another group they aren't in. As such, any other agent that tries to work on that ticket can't update the Side Conversation as they are not the requester and not in the group. If we could add Groups as followers, then they would be able to do so
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