Light agents unable to @ other agents
Light agents can do internal replies but they are unable to @ another agent. Why would you take away that simple function? If they have access to internal replies, they should have the ability to notify someone of their internal comment.
You are able to add a follower without adding them as a cc. Could Zendesk make a product enhancement that limits light agents from adding a cc but does allow them to add a follower, then they could use the @ function. You can't do this right now because Zendesk privileges are incredibly limited.
-
Hi Cat -
Light Agents cannot @ mention other agents because doing so adds the other agent as a cc, and Light Agents can't cc others. cc's are only available in public comments, and Light Agents can only make internal notes.
-
That makes sense. But one further question.. you are able to add a follower without adding them as a cc. Could Zendesk make a product enhancement that limits light agents from adding a cc but does allow them to add a follower, then they could use the @ function. You can't do this right now because Zendesk privileges are incredibly limited... really I wish you would revaluate how your permissions are built entirely.
This is still a product enhancement request.
-
Thanks for the detailed feedback, Cat.
If other users would like to see the functionality altered in this way, please up-vote Cat's original post and add your comments.
-
This will be a great feature
-
Light agents should be able to tag other light agents when a particular internal triage is handed over from one dev team to another dev team. Currently light agents have to pester the agents to add another light agent as CC to the ticket - it introduces unnecessary friction and a waste of time.
-
Light agents should have a way of communicating with other agents via an @ or another method so that their presence is interactive.
That is how ZD light agents were presented to me in the sales cycle and is not what is available.
-
Light agents should have a way of communicating with other agents via an @ or another method so that their presence is interactive.
That is how ZD light agents were presented to me in the sales cycle and is not what is available.
-
I was also told Light Agents could @ Agents. We went live today and we are unable to do that.
-
IQT (hopefully this is Nicole Saunders) Please bring this to your management!
Zendesk! This is three CLIENTS that were told something in the sales cycle that affects the number of licenses we buy versus what we will actually need.
IT FEELS LIKE BAIT.
Please educate your sales team not to continue to do this.
-
HI Tracy, Natalia, and Shanita -
I apologize for the miscommunication you all received from our sales team members -- I'm going to reach out to each of your account managers and find out how they got the wrong info so that we can ensure everyone's on the same page around Light Agent permissions.
The limitation of Light Agents being unable to @mention Agents is documented here (but I realize that's not the core issue at this point, but just in case there are other limitations that you were also misinformed about): Understanding and setting light agent permissions
Thank you all for bringing this to our attention. I know my apology alone won't mean much, but I will do what I can to see that this doesn't happen again.
-
Hi Dave,
This is something I raised way back when we purchased Zendesk in July 2020.
As you can see this thread has messages since then.
Unfortunately, the sales manager that talked to us is not working at Zendesk anymore.
I believe you should have a house check in order to make sure you as a support tool give the best support and sales processes.
-
Thank you, Dave. I am with Idan, our person is no longer working at Zendesk. I didn't realize during implementation either because we didn't need to use it until we went live yesterday. Thank you for your help!
Shanita
-
I also agree with Cat Bostwick. @ mentioning someone as a light agent to at least add them as a follower seems to be an expected functionality. It would be helpful for our team for sure.
-
This functionality absolutely doesnt make sense. A light agent should be able to @ other agents otherwise they have limited functionality and utility.
-
"@mentioning" is a critical piece for collaboration; mentioning someone in the ticket or from the outside (user) is essential to get attention; since we're focused on having this collaboration over the ticket and inside of Zendesk, this is a lost opportunity to bring people in, and they may revert to other channels instead where mentioning/directing is possible (email, external chat, etc.).
-
Maybe I'm misunderstanding something, but when I (an Admin) @ someone in an internal note, it adds the other agent as a follower on the ticket and it DOES NOT add them as a cc: on the email. Am I misunderstanding Nicole Saunders' original explanation in July 2020?
-
Bring back internal comment @'ing by lite agents!
-
This is highly limiting and impacting.
Light Agents need the ability to prompt a full agent to take action, but if they can't tag (@name) agents in Internal Notes no one will receive the action prompt to pick up the ticket.Please note that ZenDesk is contradicting itself by saying "Light Agents can't do this because they would add the agent as CC, which is outside of their abilities". This whole thread is referring to Internal Notes! Internal Notes do not cause CCs.
The setting "adding the tagged agent as CC" can further be turned off in the Admin Center.
Please advise asap on when Internal Notes tagging for Light Agents will be reestablished.
Please sign in to leave a comment.
18 Comments