Feature Request Summary:
Comments by Light Agents via Help Center to their own tickets (= where they are the requester) should be visble (= public and not internal).
We have been a satisfied Zendesk customer for almost a year now and use multiple brands in Zendesk to handle technical product support for our customers and partners.
We had several successful GoLives with different brands (= product families) in the last months.
One of the last GoLives is the migration of our in-house IT Helpdesk to our Zendesk instance.
During the final acceptance tests we now see a showstopper shortly before the GoLive.
All employees of our company are defined as light agents in our Zendesk instance - besides the support staff, who are of course full agents - because almost every department (R&D, Sales, Professional Services,...) has to support at some point in the course of our different support cases.
For the in-house IT helpdesk, we have created a separate brand to which only agents have access - works fine so far.
Employees, from the CEO to the trainee, who are light agents as mentioned above, can send their requests to the IT helpdesk via the help center of this brand.
Their (own) requests are visible in the Help Center as soon as they are sent.
However, as soon as they respond to a question, their own comments are not visible in the Help Center, because - as we have learned very, very painfully - comments from light agents are never public - not even if they make them to tickets where they themselves are the requester.
The result is that colleagues try over and over again to answer questions via comments in the Help Center. It ends up that the colleagues usually make comments several times and then report to the admins with the assumption of a bug.
What are the possible solutions for this scenario where you want to cover external and internal support within one Zendesk instance for various reasons?
It is particularly frustrating for us that we were not made aware of this limitation during the design phase of the Enterprise Launch package, which we went through directly with Zendesk Professional Services.
Business impact of limitation or missing feature:
We will of course no longer migrate our customer support away from Zendesk, but our IT department whose favored solution from a competitor (at a lower price) would have been preferred is now very unsure if the GoLive can take place. If this were to happen, the IT colleagues would not need full Zendesk licenses.
Especially in larger companies we would still find it very exciting that internal and external support is mapped in one solution to avoid an application zoo and to use existing know-how multiple times.