Feature Request: Allow Light Agents to be assigned Side Conversation tickets.
Allow Light Agents to be assigned Side Conversation tickets
Feature Request Summary:
[The ability for light agents to be assigned side conversation tickets specifically, and only to be able to view/comment on tickets they're assigned to would be beneficial in environments where agents are only expected to interact with Zendesk in rare instances.
If this is too great an infringement upon the role of Licensed users, a hybrid mass-license solution with support for a great number of these otherwise limited users at a bulk discount would be appreciated.]
Description/Use Cases:
In our Current workflow, Light Agents are only asked to interact with Zendesk when an error in their work has been identified and reported through our Zendesk "Agent Error Form". Being able to assign them a side conversation off of the parent ticket with all the details of their error would greatly simplify the process of the Error Review Coordinators getting the agents to address their mistakes, while staying within Zendesk and not having to take the complaints to an outside medium.
Business impact of limitation or missing feature:
This limitation requires the use of an outside platform, such as email or internal chat, to bring concerns to an agent's attention, as well as more direct coordination by error review coordinators. This is suboptimal, especially as our rapidly expanding workforce increases the number of errors to be reported at a commensurate rate.
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Thanks for this feedback, David!
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This would be a fantastic use of the light agent functionality. We'd love to utilise the light agent feature more across our business as we have many internal teams who do not require communication with external customers but still assist with internal enquiries as they move through the business.
I understand the reasoning for the limitations on light agent functionality but these make it so difficult to utilise Zendesk across our business.
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