We currently provide support to internal staff. As such, users wear two hats (1) Being an end user and submitting tickets they need help on (2) Based on the issue that comes into our tier 1 desk, the issue may be reassigned to an internal staff to help troubleshoot the issue. Because they need to troubleshoot tickets and have visibility into the tickets, we need to give them the Light Agent role. We are seeing multiple scenarios where the light agent/agent/admin isn't being treated like an end user when submitting a ticket as a customer.
- End User comments via web are public by default - Please consider allowing this for light agents as well. When internal staff is submitting a ticket via the portal they should be treated like an end user. At the least, the first time they submit a ticket - it should be considered the description of the ticket as opposed to a comment. I understand light agents are only allowed to put private comments on tickets, but they should be allowed to put public comments on their own tickets - esp when submitting through the web.
- Light Agent/Agents/Admins are unable to complete a CSAT survey. Again when an agent is truly contacting the support teams for a request they should be treated as an end user. We should be able to capture their CSAT. Currently they are not allowed to complete a CSAT survey even when they submit a ticket in which they are the requester and not the assignee.
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