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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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38 comments
Kimberly Mantuano
Shawna James What can all of us do (all interested Zendesk clients) to move this up on Zendesk's priorities?
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Shawna James
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Mischka Booley
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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Phaedon
I think this is essential
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Christie Dickerman
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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Kimberly Mantuano
Thank you, Christie Dickerman!
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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chaks.chigurupati
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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Alina Wright
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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