Mischka Booley

We recently moved from another ticketing system to Zendesk and are shocked that light agents are unable to @mention other agents! I've used two other ticketing systems before Zendesk and on both this was the benefit of adding light agents in the first place!
 

The whole purpose for adding our developers as light agents is to communicate on tickets rather than in slack/teams so that the discussion is visible to all agents if required. Developers rarely ever need to communicate directly with the customer as Zendesk should understand since none of the replies we're getting are from  Zendesk's development team.