Making light agents more useful
The goal of this trick to add a little little bit of functionality to the workflow of light agents. By notifying regular agent within Zendesk that a light agent has read/responded to the ticket.
We're going to leverage triggers for this, and expand the definition of pending/on-hold a little bit.
Set-up the trigger
Create a new trigger with the following conditions
conditions
- Ticket: update via is e-mail
- Ticket: comment is private
- Ticket: comment text contains the following string !status open
- Ticket: status is open
or
- Ticket: status is on-hold
actions
- Ticket: status is open
Save the trigger.
How to use it
Whenever an agent wants a response from a light agent they should add them in CC or @mention them. For this case our advise is to use the status on-hold or pending, so the assigned agent knows they have to wait for someone to reply.
Teach the light agent to use !status open somewhere in their reponse to make the ticket change status to open. Because of the trigger this will now happen.
(Unfortunately it's not possible to use the same syntax as the MAIL api, since Zendesk will strip that of the body and ignore it for end-users or light agents)
Enjoy!
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Kay
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.
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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?
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Joel
Agreed! I was looking for your request today. You have my vote.
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Great tip, Kay! Thanks for sharing it!
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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}.jsonand 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
Andreas
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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.
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+1
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?
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In addition to my previous message, creating a conditions "Ticket Updater" would also work.
for instance Ticket Updater=Light Agent
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