Light agents unable to @ other agents

13 Comments

  • Nicole Saunders
    Zendesk Community Manager

    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.

    0
  • Cat Bostwick

    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. 

    6
  • Nicole Saunders
    Zendesk Community Manager

    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.

    0
  • Idan Battat

    This will be a great feature

    0
  • chaks.chigurupati

    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.

    2
  • Tracy Leighton

    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. 

    2
  • Natalia Maglioni

    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. 

    2
  • Shanita Thompson

    I was also told Light Agents could @ Agents. We went live today and we are unable to do that.

    2
  • Tracy Leighton

    Nicole (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. 

    1
  • Dave Dyson
    Zendesk Community Manager
    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.
    0
  • Idan Battat

    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.

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  • Shanita Thompson

    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

    0
  • Luke Hutchings

    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. 

    0

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