Light agents unable to @ other agents

4 Comentarios

  • Nicole - Community Manager
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    Hi Cat -

    Light Agents cannot @ mention other agents because doing so adds the other agent as a cc, and Light Agents can't cc others. cc's are only available in public comments, and Light Agents can only make internal notes.

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  • Cat B
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    That makes sense. But one further question.. you are able to add a follower without adding them as a cc. Could Zendesk make a product enhancement that limits light agents from adding a cc but does allow them to add a follower, then they could use the @ function. You can't do this right now because Zendesk privileges are incredibly limited... really I wish you would revaluate how your permissions are built entirely. 

    This is still a product enhancement request. 

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  • Nicole - Community Manager
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    Thanks for the detailed feedback, Cat.

    If other users would like to see the functionality altered in this way, please up-vote Cat's original post and add your comments.

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  • Idan Battat
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    This will be a great feature

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