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Implementation of an optimization to prevent light agents from mistakenly using CC functionality when logging in tickets via HelpCenter

image avatar

Josef Prandstetter

Zendesk Luminary

Posted Nov 10, 2022

Feature Request Summary: 

Light Agents should have CC functionality available when they log a ticket via HelpCenter or please implement one of the other listed alternatives below.

 

Description/Use Cases: 

We use our central Zendesk instance not only for customer and partner support, but also for our internal IT department through a separate brand.
As a Zendesk Suite Enterprise customer, all employees of our company who do not work full time in support and have a full agent role are however light agents, so that they can support the support colleagues in their daily work.
Furthermore, it is worth mentioning that we have enabled CC functionality on our central Zendesk instance because it adds significant value for our customers and partners.

However, when normal employees who have the Light Agents role submit a ticket to the IT department using the IT Brand, the CC functionality is also available to them:
Unfortunately, in this case the Light Agents are led to believe that the CC functionality works for them as well. They are only surprised afterwards that other people, who have set you to CC, have not received any notification of this.

We know that this is a documented limitation for light agents, but we ask you to implement one of the following change requests/feature requests:

  1. Light agents should be able to use the CC functionality when logging in a ticket via HelpCenter.
  2. When light agents submit a ticket via HelpCenter, the CC functionality, if configured should be automatically hidden from the form.
  3. The option if the CC functionality is available should not be configurable globally per Zendesk instance but per HelpCenter.

Is there any other way around this issue?


Business impact of limitation or missing feature:

Although we are a very satisfied Zendesk customer, some light agents do not understand why this cannot be solved with configuration.

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1 comment

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    Newest
      image avatar

      Ben Bauer

      Hi Josef,

      I just ran into this issue today. This is by no means an ideal "solution", but I made a tweak to our help center website that hides the CC field from both Agents and Light Agents. End-users can still use the CC field. At this point, I'm not aware of a way to distinguish between Agents and Light Agents in the jquery.

      1. Go to 'Guide admin'

      2. Go to 'Customize design' and click 'Customize' on your Live theme

      3. Click 'Edit code' in the bottom-right

      4. Scroll down and select the 'script.js' file

      5. Paste this code anywhere below the "document.addEventListener('DOMContentLoaded', function() {" line:

      //BB|Start|show and hide elements for various users
      (function() {

      // check if user is signed in
        if (HelpCenter.user.tags) {
          var isAgent;

          // find the element
          function agentCheck(element) {
            return (element === 'agent')
          }

          //go through the HelpCenter object and look for user role
          isAgent = agentCheck(HelpCenter.user.role); 

          // hide stuff from Agents & Light Agents
          if (isAgent === true) {
            $('.request_cc_emails').each(
              function(index) {   
                $(this).css("display", "none");
              }
            );
          }
        }
      }());
      //BB|End|show and hide elements for various users

      6. The jquery might not work until this is added into the 'document_head.hbs' file:

      {{!BB|Start|add jQuery Core 3.6.0}}
      <script src="https://code.jquery.com/jquery-3.6.0.min.js" integrity="sha256-/xUj+3OJU5yExlq6GSYGSHk7tPXikynS7ogEvDej/m4=" crossorigin="anonymous"></script>
      {{!BB|End|add jQuery Core 3.6.0}}

      0

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