Making light agents more useful

8 Comentarios

  • ZZ Graeme Carmichael
    Community Moderator


    That is a great tip and makes the updates from Light Agents far more visible.

    It is just a pity there is no trigger condition for Current User>Role is> Light Agent or Current User>Custom Field is>Checked.

    What may work for some accounts is to move the ticket status check to the 'ALL' section and say:

    • TIcket:Status Less that Solved

    Then, in the 'ANY' conditions, list out all your Light Agents

    • Other:Current User is LightAgent1
    • Other:Current User is LightAgent2
    • Other:Current User is LightAgent3

    This avoids having to teach the light agent to use '!status open' in the email body.

    However, if you have many light agents or the light agents change a lot, your approach is more practical.




  • Joel Hellman

    Graeme, about the usefulness of a trigger condition to catch if the current user is a Light Agent, I agree this would be very useful. 

    I recently made a request we'd love more conditions for Current User that seems relate to this, so if you have the same need, maybe you could add your vote to it? 


  • ZZ Graeme Carmichael
    Community Moderator


    Agreed! I was looking for your request today. You have my vote.

  • Jennifer Rowe
    Zendesk Documentation Team

    Great tip, Kay! Thanks for sharing it!

  • Andreas Pfeiffer

    Hi there,

    There is a lot of workarounds regarding this light agent limitation. However the goal is to avoid making a gaz factory or avoid the typing errors.

    The strength of zendesk is it's API offer. The way I choose to workaround the light agent limitation is the following :

    -create a ticket text field named "2nd assignee"

    -install the app "url builder"

    -create a link that will open a webpage (somewhere in a server) and will hit the API PUT /api/v2/tickets/{id}.json and other API if needed.

    app urlbuilder look like this :

    form loaded after clicking "Start here !" for light agent that will call webservices (API) and update the ticket :

    Of course, this form can have other fields. In this example, I am the requester and the light agent !

    Hope this help


  • Derrin Thomas

    Why is it necessary to have the "!status open" condition? 

    If the update is via email and the comment is private, we would know the person updating is either an agent or light agent.

  • Merjola Skendaj


    This would be something that our team would also appreciate a LOT! Are there any plans of implementing the feature, so the comments from the Light Agents can become more visible for our agents, and so they are not stuck for day in the "pending" / "on-hold" queues please? 

  • Merjola Skendaj

    In addition to my previous message, creating a conditions "Ticket Updater" would also work.

    for instance Ticket Updater=Light Agent


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