David Ferguson

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.