Light agents unable to @ other agents

5 Commentaires

  • Nicole Saunders
    Zendesk Community Team

    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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  • DB Franchising USA, LLC

    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. 

    1
  • Nicole Saunders
    Zendesk Community Team

    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

    This will be a great feature

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  • Chaks Chigurupati

    Light agents should be able to tag other light agents when a particular internal triage is handed over from one dev team to another dev team.  Currently light agents have to pester the agents to add another light agent as CC to the ticket - it introduces unnecessary friction and a waste of time.

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