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Light agents unable to @ other agents



Posted Jun 30, 2020

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.


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39 comments

Official

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Toby Sterrett

Zendesk Product Manager

Thanks all for your feedback, we appreciate you taking the time to share your thoughts with us on this. I've noted this for the internal team to take a deeper look at. It's possible this may be something that was affected during the migration to ccs/followers and/or during the recent work on roles and permissions. I will reach back out on this thread as soon as I am able to provide more details. In the meantime, Shawna will continue to monitor this thread for feedback so please continue to upvote and provide us with your use cases in the comments.

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Commenting to express that Light agents not being able to @mention other Agents is extremely limiting and causes unnecessary emails or Slack messages as a result. 

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Hey Steven, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. 
 
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.

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My two cents: Implementing this feature would be against Zendesk's self interest. If light agents can tag other light agents or agents, a zendesk customer can simply go for a subscription with just one agent seat and every one else as light agents. That one agent account can be programmatically controlled to interact with end users, thereby saving a ton of money on subscription cost. 

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Thank you, 1263213606189

 

I'll ask again to Zendesk.

What can all interested Zendesk clients do to move this up on Zendesk's priorities? I've requested this through a relationship manager, in online discussions (like here), and in your focus group. We've even offered to pay for this improvement without Zendesk commitment. 

 

Many of us are in software as a service, so we understand a pipeline and priorities. Surely there is a way to bring this up on Zendesk's list. Help us help you help us! What effective steps can we take?

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I agree with this full thread; if Light Agents can make an internal note, why would they not be able to @ mention other agents (at minimum, agents already on the ticket if this restriction is due to light agents not being allowed to add people). This can leave a big gap in ensuring the right people see comms on a ticket in a timely manner. 

 

Has this been revisited and considered for the 2025 roadmap?

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I think this is essential

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We recently moved from another ticketing system to Zendesk and are shocked that light agents are unable to @mention other agents! I've used two other ticketing systems before Zendesk and on both this was the benefit of adding light agents in the first place!
 

The whole purpose for adding our developers as light agents is to communicate on tickets rather than in slack/teams so that the discussion is visible to all agents if required. Developers rarely ever need to communicate directly with the customer as Zendesk should understand since none of the replies we're getting are from  Zendesk's development team.

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Thanks for your question Kimberly. The best way is to do what you are doing now and express interest in the Community, or if you have an account manager, sharing the feedback with them. While we listen and read every piece of feedback that comes through this forum, as is stated in our guidelines, in some instances our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. We do appreciate your continued engagement here and help raising issues you wish to see addressed at Zendesk.

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5895537231642 What can all of us do (all interested Zendesk clients) to move this up on Zendesk's priorities?

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This feature would be highly beneficial for Light agents to be able to @mention other Agents, including Light agents. It would provide benefits for all of your clients, beyond just Enterprise. Please consider adding this to the roadmap, as it has been an open customer request for the past four years.

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