Light agents unable to @ other agents

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Catherine Bostwick

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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      Shawna James

      Hi Kimberly and all, my sincere apologies but there was confusion on our end internally about which features had been released here. This feature, @ mentioning for light agents, has not been released. We have released the ability for light agents to send public comments but not to @ mention. This feature request for @ mention is not available and also is not on any short term roadmap. I know this may be frustrating but I wanted to close the loop here to remain transparent. Again, I apologize for any confusion and disappointment with this news.
       
      Please know that this feature request is in our system to be reviewed by our product teams and should they change plans we will let you know. Thank you again. 

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      Kimberly Mantuano

      5895537231642 This is great news! I've reviewed the documentation, but can't identify where to update mention ability. Can you provide instructions on how to add mention ability for a particular user or a role? We have the appropriate plan according to the documentation.

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      Shawna James

      Hi everyone, thanks so much for your questions. This feature is currently available for our Enterprise customers. Please review this documentation; note that the functionality of @ mention is not specifically called out but it is included in these updates for permissions. There are not current plans to expand the tier that this feature is offered too however we understand the interest from across our book of business. We appreciate your feedback on this area and your engagement in the Zendesk Community!
       

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      Kimberly Mantuano

      Adding to this thread that Light Agents really need to be able to @mention agents. When that Light Agent receives notification of when they were @ mentioned by another agent, it's expected that the Light Agent would then respond with a mention to the next accountable agent. 

       

      @zendesk, can you provide a response to confirm that this is on the roadmap anytime soon?

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      Moran R. G.

      If there was a "Disable following on mention" option, I would hit it in 0.00005 ms, if someone needs to be added as a follower, they can be added as a follower, mentions should be independent of that function.

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      Steven Aranaga

      Please - 3 years for such a simple request!  @ mentions by agents adds the person as a follower, not a CC, so it should not be limited!  

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      Toby Sterrett

      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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      Tom Weinstock

      It's been more than 3 years since this issue was raised.  Where's the urgency?!  This is an absolute need!  Not a "nice to have" - it is a need!  It seems like something that would be pretty simple to fix.  

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      Oleksandr Grygorenko

      I would agree with Nina Berti and Sheridan Tapsall.

      For us, it is very critical and it looks like a bug.

      Could you please update us on the status with more details?

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      Sheridan Tapsall

      It's been 3 years since this thread was opened and countless customers agreeing that this is expected, core functionality. Collaboration between agents, both public and internal (light), is fundamental.

      As Nina Berti mentions, Internal Notes do not cause CCs - this is fully optional in the settings. Therefore the reasoning makes no sense. Please fix this.

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