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
Erman Ates
yes, I agree with 1 and 3.
I definitely do need them too.
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Shawna James
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Dylan Taylor
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
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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Cori Medler
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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