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Chad Smith

Joined Apr 15, 2021

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Last activity Oct 16, 2021

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ACTIVITY OVERVIEW

Latest activity by Chad Smith

Chad Smith created a post,

Post Q&A - Users, groups, and organizations

What is the rationale behind a Light Agent not being able to submit a ticket on behalf of a new user?

I get that light agents should have restricted capabilities, however, one of their core responsibilities can be to lodge tickets. It appears this process is fine when users are already in the system, but what about users who are not?

I get that it's not a light agent's responsibility to actively manage users/details. But why on earth can they not simply add an email to a ticket? The lack of this functionality diminishes the worth of paying for light agents to the point that it is not worth it.

Zendesk, why does this artificial limitation exist?

Posted Mar 12, 2021 · Chad Smith

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Chad Smith commented,

CommentTeam members and groups

We are on day 1 of our rollout, and we have already hit a problem with Light Agents.

I understand that a light agent cannot create a new user account, with all the details that go along with that user. Fine. But seriously, a light agent can't even provide an email address with a new ticket? How does a Light Agent log a ticket on behalf of a new customer without asking for help from other agents?

It makes zero sense.

  1. That for an existing customer, a Light Agent can log many tickets.
  2. The for a new customer, a Light Agent cannot log a ticket. Huh?

View comment · Posted Mar 01, 2021 · Chad Smith

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Chad Smith commented,

CommentRouting

In the admin, how are skills reordered so they are more logically navigated by the agent while updating a ticket?

View comment · Posted Feb 27, 2021 · Chad Smith

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