Light Agents should be able to use @mention when followers are configured



Posted Feb 11, 2022

I'm trying to use the software within the designed limitations of the feature set. I completely understand that Light Agents can't add users on CC since they aren't able to make public comments. But a light agent CAN add followers, and can make private comments, therefore they should be able to use the @mention functionality in this specific scenario.

1. Light Agents can add followers to a ticket
2. Light Agents can only create private comments
3. @mentioned agents are added as followers in private comments

The only reason I can think of that this doesn't function is that the @mention functionality isn't taking into account all the various ways that Zendesk can be configured. I'd really like to see this solved.


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5 comments

yes, I agree with 1 and 3.

I definitely do need them too.

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Shawna James

Community Product Feedback Specialist

Hi Jordan and Erman, thank you for your feedback. It has been logged for our PM team to review. We appreciate you taking the time to share your thoughts with us. For others interested in this request please upvote the post or add your comments with other use cases here. Thanks again!

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This would make it easier in my role as I have developers as light agents to add internal note on triage questions or responses, without the ability to tag I have to rely on my dashboard, while this shows me updates to my tickets it could get lost if there is a high volume.

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Amisha Sharma

Zendesk Product Manager

Thanks all for providing feedback.

We will continue to keep an eye on this post to hear more use cases and how you ideally expect the @mentions feature to work. While this isn't on our roadmap for this year, we will love to see more engagement on this post, which will help prioritize this request. Thanks!

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Agree here, would like to have Light Agents be able to @ mention other employees in internal comments as our CS, Product, Engineering teams are often brought in to help resolve customer issues.

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