Lachlan Robbins

Of course Light Agents can already be added via trigger. That's the whole point.

So you could decide to not buy any Light Agent licenses, but you want people in your company to be notified of certain tickets and even respond to them. You just add a CC for the end user, then they can reply as normal via email. Right now, you have to buy Light Agents to achieve this.

I'm with you, I would like this feature, that's why I signed onto this thread like 3 years ago. But I can't see it happening.

Light Agents used to be free, but not anymore:

https://www.zendesk.com/support/compare/#compare

To add unlimited light agents to your current Zendesk account is $250 USD per month. (Unless you are lucky enough to be on a legacy plan.)

I agree it's simple, but they have no motivation to do it. With a little creative thinking, you could reduce your Agent count with this feature.

I suspect as others may have pointed out, that it would be a way for organisations to add agents without having to pay for Light or full agents. So they have no business reason to implement this feature.

+1 for us too, it would be very useful, or at least subscribe function in latest help portal.