Eric Foster

I definitely would not ever suggest adding customers as a Light Agent.  

My solution writeup was merely to reference the ability to solve the "add a CC of an internal person (i.e. in your own organization) on a ticket" use case which is a significant portion of the requests here -- that use case can be solved (quite easily, I might add) with the Enterprise ZenDesk license and the Light Agent role that comes therein. 

 

 

This use case can be accomplished very easily within your own organization.  

Using the trigger function you can add any ZenDesk Agent as a CC based on any of the defined trigger criteria, ex: ticket from Acme Corp add this agent as CC.

As long as you have the Enterprise license (or higher) you can add unlimited "light agents" which can then be assigned as CC's to a message.

So, in my ZenDesk, we have a number of salespeople and we want to automatically CC the salesperson on any of their customer activity in ZenDesk.

At hire, each Salesperson gets provisioned into ZenDesk as a Light Agent. 

A trigger is set up for each SalesPerson, and an "OR" statment is created using the "Meet Any of the Following" trigger logic.  The logic added is "Ticket:Organization is Acme Corp" then Perform Action: "Ticket Add CC: Salesrep"

As an added benefit, any assigned Light Agents only can comment privately on tickets -- this solves the correlated issue where if you use the "Notify: Target" function to send an email to a user or distribution list, any replies to that email will be public replies and will cause an update to the ticket (and be sent to the customer who opened the ticket).  

This was a driving factor to my upgrade to the Enterprise license.  ZenDesk support doesn't do a good job of addressing this use case as such -- I actually filed a ticket that was escalated to Level 2 ZenDesk Support on how to possibly deal with this use case, and was simply informed that it wasn't possible to deal with email replies not being public.  There is a way, its to use the Light Agent function available in the Enterprise license.