Allow light agents to make public comments on their requested tickets

完了

12 コメント

  • 正式なコメント
    Alina Wright
    Zendesk Product Manager

    Hi all, we've released a feature where a light agents comments are converted to public comments when they are an agent requester and submitting a ticket a private group in which they are not a member of. See announcement here.

  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    I agree! So many Zendesks are used cross functionally in an organization and they should be able to update their own requested tickets in the normal fashion....

    Upvoted.

    7
  • Damon Maranya

    Add my vote to this feature as well.

    0
  • Josef Prandstetter
    Zendesk Luminary

    We have a very similar request - in our scenario light agents comments should at least be visible (=public) at Help Center - see:

    https://support.zendesk.com/hc/en-us/community/posts/4435718730650-Light-Agents-comments-to-their-own-tickets-via-Help-Center-should-be-visible-in-Help-Center

     

    0
  • Kat Brooks

    I agree too - we just moved to having this feature available and it's causing all sorts of issues!  We put our Client Support team as light agents because they sometimes need access to look at and help us with tickets submitted by the client.  But they also regularly submit new tickets themselves for other matters.  

    First we noticed, as mentioned above, that their tickets were coming in as internal messages.  Not great if they need to CC anyone outside our group, but we could deal.

    Now, we're finding that the email notifications are messed up because of this too.  If we reply, using public reply, to a ticket the light agent submitted, the requestor's email notification will only contain that public reply, it does not have the body text of the original message (that was set as private).  If we reply to the ticket with an internal message, the requestor never gets an email at all.

    So while the ticket itself is setting their messages as internal because of their role, the email system seems to be treating them still as an outside end user.  The two really need to agree.

    My suggestion would be that if a light agent submits a ticket via email, it, and everything following, should be treated as though the requestor is a regular end user (their comments are public, and their emails show only the public replies).

    The workaround we devised is to add the requestor as a follower on the ticket and make any replies as internal messages.  While it works, it's kind of a pain to have to do long term.  We thought this was going to be a great feature to have, but it's turning out to be anything but.

    4
  • Joel Mayer

    +1 Our Light Agents are both helpful and need help!  When they need help, the workflow should reflect that and not be burdensome.

    2
  • Anthony Stenhouse

    Agreed, we need the ability for Light Agents to be treated as end-users when raising support tickets via the HC. This would allow them to use Zendesk for their jobs function, while still being able to raise support tickets for themselves when they need support.

    In our case IT, HR and Workplace instances use Light Agents for reporting, but they are then unable to raise their own tickets for support. This is especially problematic for HR.

    1
  • Mark Pinfold

    Confirm the same issue with our Org.

    What is the ETA on this being looked at? Light agents are End Users first, and can be brought in as support to agents - exactly how they're sold to us. Why should their experience deviate in any way to other End Users?

    1
  • 西原 竜児

    I agree too.
    I don't want to make Light Agent perform acts of agent authority.
    I just want Light Agent to also allow customer actions.

    1
  • Helvijs Vigners

    Hello! Has there been any movement on this?

    0
  • Jacqui Tildesley

    This has been marked as 'Completed' but has not actually been completed? The only solution offered is if the ticket raised is in a private group, which is only a solution for a limited number of scenarios, and not what this community post is asking about.

    0
  • Alina Wright
    Zendesk Product Manager

    Jacqui Tildesley - the agent as a requester feature is not limited to private groups (but can be). Head to Admin Center > Agent Interface > Agent as a Requester. You can choose to hide all internal notes and the function of a light agent making public comments on tickets where they are a requester is applicable to private and public groups in which they are not a member.

    0

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