Light Agents comments to their own tickets via Help Center should be visible in Help Center

7 Comments

  • Official comment
    Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi Josef PrandstetterStephen and Malcolm Walker

    Thank you for your feedback! I understand the pain and completely agree that "Light Agents are not acting as Light Agents, they are acting as End Users".

    We chose to release the capability for agents (and light agents) to use the request interface with the  limitation for light agents as described here, because the feature added value to a significant group of customers dispite the limitation.

    I agree it is an anoying limitation and I will see what I can do to get a solution prioritised.


    Stephen

    I don't know if that would be a viable option for us, as I presume this would have an additional cost? Perhaps that is a question for my account manager.

    Yes, it will have an additional cost to have your users be Agents instead of Light agents. Your account manager is the person to talk to about the exact impact.

  • Malcolm Walker

    In this scenario, the people who are Light Agents are not acting as Light Agents, they are acting as End Users.  They're making a request for themselves, not for someone else.  So, they should be entitled to see their own communication.

    Perhaps there should be the option to set if a ticket being created by a Light Agent is for themselves?  Or, if the ticket organization is the organization of the agent, then they can now see their own comments on the ticket, regardless of public or private?

    Think of it like an email being read by the same person.  If they get an email notification from a private comment, they will see that!  But we want to encourage users to refer back to the ticket view as their source of truth, and for this ticket flow, light agents will be using Guide.

    2
  • Anthony Stenhouse

    I think the best workaround for this would be to split off your IT or other internal-facing team into their own separate Zendesk instance(s). That way your co-workers can be treated as end-users in those instances, and they'll be able to see their own comments in their tickets there. 

    We have a separate IT instance and our IT team are all Full Agents. We also have a number of Light Agents who need to perform reporting tasks within the system.


    The Light Agents need this level of access to perform their job, but it comes at the expense of them being unable to open support tickets via the HC. As our company is remote, our team rely on the ability to reach out to IT and being unable to raise tickets in the HC due to the Light Agent restrictions has become a pain point.

    We do have a separate AI bot in Slack that can be used by these team members to open support tickets, but it's not for everyone.

    Ideally, Light Agents can use the HC to raise their own support tickets and be treated as end-users. 

    2
  • Stephen

    Hi Dave,

    I appreciate this feedback.

    I don't know if that would be a viable option for us, as I presume this would have an additional cost? Perhaps that is a question for my account manager.

    Ideally, I would love in the future to see a feature described such as the one Josef added in his initial post.

    Best regards,
    Stephen

    1
  • Dave Dyson
    Thanks for this detailed feedback, Josef!
    0
  • Stephen

    Hi,

    +1 for this feature request. We are literally seeing the same limitation reported in this thread - we are using Zendesk successfully for 2 product brands and now bringing in our IT Helpdesk team. I have warned them about this limitation and as such, they will likely use email only Support through Zendesk.

    @... - would you happen to have any suggestions to get around this in the interim?

    Best regards,
    Stephen

    0
  • Dave Dyson

    Hi everyone,

    I think the best workaround for this would be to split off your IT or other internal-facing team into their own separate Zendesk instance(s). That way your co-workers can be treated as end-users in those instances, and they'll be able to see their own comments in their tickets there. That's actually what we do here at Zendesk. I realize that may not be what you want to hear, but I don't know of any other way around the limitation that Light Agents can only make internal comments.

    0

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